The Way We Work Transforming Hertfordshire

1. The Way We WorkTransforming Hertfordshire  Caroline Tapster Chief Executive � Hertfordshire County Council

3. Transforming Hertfordshire Social care The Way We Work Simplifying processes Keys to success Case study: School admissions

4. Transforming Hertfordshire IRIS Integrated Recording and Information System

5. IRIS : What it is Single Client Index Driving the processes in social care and education Replacing paper with electronic records

6. IRIS : Why have we done it ? Improved information sharing

7. Improved consistency and practice recording

8. Supporting the �ESCR� agenda

9. Digital pens and mobile working

10. Entering digital data onto IRIS

11. The Way We Work Transforming the way we use property and new technology

12. Fewer, purpose designed offices

13. Reduced paperwork and filing space

14. Changing The Way We Work Facilities, work places allocated on the basis of function or need, not hierarchy or status. Staff free to use the work setting or location most appropriate to their work and the time they spend in the office. Better work/life balance

15. The right equipment - and support

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17. �realising efficiencies Simplifying processes

18. What we did

19. What we�re doing now Benefits realisation - achieving efficiencies For example : procurement savings Using better management information Rationalised supplier base Clear, promoted (and enforced) efficient ways of purchasing Encouraging uptake of e-opportunities with all key suppliers Simplifying our processes

20. Use of electronic catalogues Eight external catalogues on our system, allowing our staff to buy directly from our chosen suppliers at agreed prices

21. Original Paper payment process

22. Typical electronic payment process

23. Moving away from paper

24. Transforming supply - Milk Before Manual processes 20,000 milk invoices! After Electronic ordering Self-billing 12 payments

25. Transforming supply - Water

26. Keys to success

27. Parental choice On-line Case study: School admissions

28. On-line school admissions Drivers for change Better citizen experience Improved efficiency ODPM Priority Service Outcome for Schools: Required R1 � On-line facilities to be available to allow parents/carers to apply on-line for school places for children for the 2007 school year Good G1 � Development of an Admissions Portal and/or e-enabled telephone contact centre to assist parents/carers and children in their choice of, and application to local schools Excellent E1 - Agreed targets for take-up of on-line school admissions 5 � 10 % first year 10 - 20 % second year Later deadline September 2006 due to cyclical process of admissions, would not have been delivered by Sept 2005 Take-up targets defined, need to consider that many LAs have areas of high deprivationLater deadline September 2006 due to cyclical process of admissions, would not have been delivered by Sept 2005 Take-up targets defined, need to consider that many LAs have areas of high deprivation

29. On-line or paper�?

30. On-line take-up 2001 - 2004 This is where Herts were when National Project got involved, nursery doing relatively wellThis is where Herts were when National Project got involved, nursery doing relatively well

31. Case study - Hertfordshire Business transformation Addressing usability Web pages redesigned Usability testing of revised material Interactive Admissions Booklet Increasing accessibility Schools/extended schools/libraries Promotion to parents/carers Redesign of admissions literature Clear links on WWW home page and admissions pages Research includes Parent/carer focus groups Usability studies Website analysis all LA with education websites surveyed twice National survey Proof of residency survey Independent supplier review Legal Compliance document What were the barriers? Not usable? Difficult to find site, cluttered, find the form first, did not know about it, supplier issues, fixes etc Solutions � get all stakeholders involved Research includes Parent/carer focus groups Usability studies Website analysis all LA with education websites surveyed twice National survey Proof of residency survey Independent supplier review Legal Compliance document What were the barriers? Not usable? Difficult to find site, cluttered, find the form first, did not know about it, supplier issues, fixes etc Solutions � get all stakeholders involved

32. Case study - Hertfordshire Working in partnership Internal Steering group Working closely with Customer Service Centre Engaging councillors � promotion of on-line system in deprived wards External Briefing sessions for head teachers Involving libraries and other public information points to raise awareness of on-line service Working in partnership Internal � including IT, admissions, marketing, customer services � enabling them to be better able to deal with customer enquiries � align and co-ordinate policy, encouraging awareness of inter-operability and user needs/sensitivity � promotion of on-line system in deprived wards External Briefing sessions for head teachers � resulted in Herts. head teachers having highest awareness of on-line admissions in the country Engaging libraries and other public information points to raise awareness of on-line service Working in partnership Internal � including IT, admissions, marketing, customer services � enabling them to be better able to deal with customer enquiries � align and co-ordinate policy, encouraging awareness of inter-operability and user needs/sensitivity � promotion of on-line system in deprived wards External Briefing sessions for head teachers � resulted in Herts. head teachers having highest awareness of on-line admissions in the country Engaging libraries and other public information points to raise awareness of on-line service

33. On-Line take-up 2001 - 2005 Successes 64% of secondary applications for 2006 school year received on-line 51% of primary applications Over 60% of nursery applications Good news is that survey showed last year that 47% willing to engage with on-line school admissions Mention some other success stories Bristol East Riding Cambridgeshire, Salford Benefits New eGovernment team formed to develop protocols and marketing strategies to promote Herts. on-line services (having seen the success of the on-line school admissions system) Better public awareness of council services Increase in hits to council website Citizens now more likely to look for other on-line council services to try Becoming the norm in Herts to apply on-line, reflected in the success of deprived wards too. Clear that citizens are willing to engage with on-line schools admissions Successes 64% of secondary applications for 2006 school year received on-line 51% of primary applications Over 60% of nursery applications Good news is that survey showed last year that 47% willing to engage with on-line school admissions Mention some other success stories Bristol East Riding Cambridgeshire, Salford Benefits New eGovernment team formed to develop protocols and marketing strategies to promote Herts. on-line services (having seen the success of the on-line school admissions system) Better public awareness of council services Increase in hits to council website Citizens now more likely to look for other on-line council services to try Becoming the norm in Herts to apply on-line, reflected in the success of deprived wards too. Clear that citizens are willing to engage with on-line schools admissions

35. eAdmissions To learn more : Visit the eAdmissions stand (National Projects Village)