Stepping into the unknown: egovernment projects in Somerset

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Stepping into the unknowne-government projects
in Somerset

• Ciara Eastell,
• Principal Assistant County Librarian

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Stepping into the unknown.

• Where we
• started from
• are now
• were going to
• What lessons weve learned
• Focus on skills required

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A toe in the water.

• 2002
• E-enabled services (through Foursite)
• Two major projects on the horizon
• No dedicated resource
• Lack of corporate appreciation

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Getting submerged

• 2003/4
• Implementation of Peoples Network
• Going live with Answers Now
• Building Somerset Gateway
• Developing Somerset Direct
• ICT Strategy and PN Development Plan

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• Service began in Nov 2002
• Partnership with Brisbane, Richland and
  Christchurch
• Genuinely 24/7
• 1061 enquiries to date
• Online chat software
• Adapted from private sector (eg e-Bay, QVC)
• Somersets librarians operate 0900 1500
  Through the night, American, Australian NZ
  librarians answer enquiries

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How does it work?
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How does it work?
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The quest for information

• How are old wrecks recycled into new cars?
• What must be submitted to your council if
  you wish to add an extension to your house?
• Why do whales beach themselves?
• Can I fly after a knee operation?
• When did Sir Topham Hat replace the fat
  controller?
• Which DJ is descended from Robert Louis
  Stevenson?

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Customer Feedback

What an excellent service. I have been stumbling
around the Internet and posting messages on
message boards trying to find an answer and got
pointed in the right direction really quickly.

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More feedback
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• Simple community information database
• Using Civis, DS CI module
• Taken a partnership approach
• Working with IRT and Care Direct
• Now working with Seamless
• Raised the profile significantly

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Somerset Direct

• Major corporate and District Council
  project. in CPA terms
• Telephone contact centre
• Underpinning knowledge base
• Seconded member of staff
• All services going live at the moment (today!)
• Process maps, CMS, etc
• No chance for changing processes
• Marketing strategy

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What weve learned along the way

• Contribution of partners
• Value of customer/partner feedback
• Opportunities for staff development
• Adopt a project management approach
• Get the value from your partners
• Anticipate future requirements
• Get the balance right
• Ask for what you need

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Skills required

• Marketing sell your service
• Information management
• Project management
• Partnership
• Open-ness flexibility
• Bid writing

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Where to now?

• 2004/5
• E-innovations project
• LMS contract for Foursite Bristol
• Development Plan for Peoples Network
• Foursite devts enriched content, online
  registration, authentication
• Identifying full-time resource

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Any Questions?

• Visit
• www.somerset.gov.uk/libraries and click on
  Answers Now
• Email
• ceastell_at_somerset.gov.uk