Use of Socitm KPIs

1
Use of Socitm KPIs

• Socitm South
• 11 June 2004

2
Series 1 to 15.. Over 44,000 responses

• Shire counties 18 15 33 56
• Shire districts 57 20 77 24
• London boroughs 14 8 22 42
• Metropolitan districts 17 5 22
  47
• English unitaries 19 20 37
  41
• Welsh unitaries 22 16 38 100
• Scottish unitaries 17 3 20
  53
• Others 11 0 11
• In total 175 84 259 39

3

• Service improvements from benchmarking user
  satisfaction

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Six key actions for all

• Understand the needs of
• different types of user

5
Six key actions for all

• Build the capacity of users
• to use ICT properly

6
Six key actions for all

• Embed ICT into the service
• delivery process

7
Six key actions for all

• 4. Manage the resolution of
• operational problems

8
Six key actions for all

• Communicate, involve and
• encourage participation

9
Six key actions for all

• Manage the improvement
• process

10
Six key actions for all

• Understand the needs of different types of user
• Build the capacity of users to use ICT properly
• Embed ICT into the service delivery process
• Manage the resolution of operational problems
• Communicate, involve and encourage participation
• 6. Manage the improvement process

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Use of KPIs

• KPIs can drive service improvement,
• but they also inform national policy makers,
• eg advice to Audit Commission re CPA and ICT

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Criteria for success in applying ICT

• Planning
• Core strategic role
• Culture and style
• Governance
• Partnerships
• Investment
• Prioritisation

• Delivery
• Process re-design
• Information mgmt
• Project / programme mgmt
• Operational ICT service
• User satisfaction
• User training

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Criteria for success in developing e-government

• Planning Councils should
• be committed to core strategic role of ICT as an
  enabler for improved services
• have open culture and style and be receptive to
  the change that effective deployment of ICT will
  inevitably bring
• have effective decision-making, reflecting
  legitimate needs of different stakeholders
• be working with partners to join up services and
  maximising use of resources on their e-govt
  programme
• have comprehensive investment programme in ICT at
  level higher than the rate of inflation
• see prioritisation of ICT investment as integral
  part of planning and implementation of corporate
  and service plans

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Criteria for success in developing e-government
(cont)

• Delivery Councils should
• see further deployment of ICT as opportunity for
  re-thinking and re-designing all supporting
  business processes
• view Information management as foundation for
  e-government
• be using both programme and project management
  skills allied to consistently-used methodologies
  to implement ICT-enabled change
• be able to demonstrate the quality of the
  operational ICT service
• have an ICT service that is credible in the eyes
  of those who use it, helping them to deliver
  better front-line services to the general public
• seek to develop ICT skills at all levels across
  the organisation