ELANET

1
ELANET

• Rome - June 2006

2
what is esd-toolkit

• 13,500 registered users includes all LAs
• 90 have their own web space and model
• 9 toolkit local communities
• 9 special interest groups thematic
• accredited toolkit practitioners
• training, peer support, beta testing
• steering group, programme boards
• development engagement - controlled lists, core
  content standards

3
National             infrastructure processes c
apability to store information activities to
generate knowledge             architecture
people standards to align nationally access
to fellow professionals
 
local
shared
core
4
understand what you do

• architecture
• dynamic model of local government
• lists architecture LGSL/LGNL/IPSV etc
• core - shared tailored models
• content templates
• standards self-assessment
• inspections/requirements/reports
• process maps
• faqs and forms

5
manage, monitor, measure, report

• infrastructure
• management locally administered - shared
• monitoring measuring - reporting
• statistics - benchmarking
• compare contrast share
• corporate dashboard my toolkit
• news dissemination
• events - booking

6
whos there to help?

• people
• steering group
• stakeholders partners commissioners
• toolkit local communities - chairs deputies
• topic leads and working groups
• development multi-agency experts
  professionals engagement/involvement
• accredited toolkit practitioners trainers
  peer support - liaison officers
• beta-testers - experts consultees

7
how to make the most of it

• processes
• toolkit local communities
• working groups peer support
• projects database
• forums
• people finder
• news and information
• communities micro-sites
• self-assessment

8
whats in it for

• CeOs
• more than 13,500 staff using across LAs
• improving how organisations work
• heads of finance
• support business cases for process change
• audit trail with potential to identify unit
  transaction costs across channels
• business process/change managers
• record more information about processes
• rate usefulness of process maps and documents

9
whats in it for

• customer service
• metrics against channels demonstrates benefits of
  providing marketing shift
• links to delivery standards, FAQs, examples,
  templates
• heads of efficiency/e-champions
• linking to efficiency savings reporting
• RCEs involvement re sharing best practice
  information and networking service experts
• web masters
• metrics to demonstrate provision/marketing effect
• DirectGov LocalDirectGov
• accessibility and usability improvement

10
esd-toolkit focus

• ensuring that people know whats in there how to
  use it and get it used plus improving usability
• retain valuable people already involved
• refocusing on key issues
• broadening audience and relevance
• delivering return on investment and value for
  money
• engaging with partnerships and other key
  organisations

11
objectives

• enable local government and partner organisations
  to optimise shared knowledge and expertise to
  meet their dynamic agenda and make a real change
  for the better in customer focused service
  delivery
• develop practical help and relevant solutions to
  challenges by facilitating collaborative ways of
  working
• help local authorities to maximise efficiencies
  and evidence return on investment

12
key themes

• Enabling customer focus by gathering evidence of
  services used across the different channels.

• Empowering front line staff to have the right
  information at the right time to deliver the
  right service to citizens.
  
  

• Providing national service standards to enable
  shared service delivery and gathering of local
  government performance information.

• Facilitating peer collaboration to optimise
  value for money in reusing existing investments
  in knowledge, experience and products.

13

• Enabling better customer focus
• Framework for evidence based channel strategies
• Profiling of customer segments to your services
• Calculations for return on investment for channel
  migration
• Performance management tools
• Benchmarking of performance by LA type,
  regional, national views and reports

14

• Empowering front line staff
• Relevant joined up service based policy,
  scripts, FAQs, forms, process maps etc
• Corporate access to service based information
  recorded against your own service model
• Access controlled web based corporate service
  model
• Learn from peer authorities what has been
  achieved, what projects and metrics

15

• Service standards shared service delivery
  local government performance information
• Self assess against national service delivery
  standards
• Streamline multi-agency working
• Monitor service delivery partners performance
• Provide information to central government in
  controlled and efficient way
• Easy access to best practice
• Reduced costs of integration

16

• Peer collaboration to optimise existing
  experience and knowledge
• Reuse products developed by peers
• Share cost and risk by collaborating
• Access to knowledge and experience of others
• Reduce costs of process mapping
• Better skilled professionals
• Make best use of forums and projects database
• Avoid reinventing the wheel
• Faster resolution of issues

17
Relationships

• DCLG
• department for communities local government
• Audit Commission
• Scotland
• ELANET
• SOCITM - society of IT managers
• IDeA Improvement Development Agency
• Partnerships
• RCEs- regional centres of excellence

• GovConnect
• DirectGov/LDG
• Take-up
• LeGSB e-standards body for local government
• NeSDS national e-service delivery standards
• IPSV integrated public sector vocabulary
• Process Architecture
• Capacity Building

18
Strategic positioning

• transformational gov
• customer focus
• service standards
• shared services
• working with intermediaries
• performance improvement

• customer service managers
• service managers
• business transformation
• change management
• self-assessment
• multi-agency working
• evidencing efficiency
• return on investment value for money

19
governance

• governance
• Steering group portfolios
• Development group experts/professionals
  engagement and involvement group
• Toolkit Local Communities
• Accredited Toolkit Practitioners liaison
  officers
• Accredited Toolkit Consultants
• Special interest groups
• Task and finish working groups
• Core team
• local teams

20

• www.esd-toolkit.org
• rosi.somerville_at_idea.gov.uk