The Local Authority Of The Future: Where The Citizen Comes First

Building a “connected city” to transform local public services

Overview
Chief Information Officer
Chief Executive Officer
Head of Services

New digital ways of working can expand local service delivery

Over the last decade, critical developments in communication-based technologies and digital tools available to both citizens and organisations have come to the forefront of how societies interact and how people within them live their lives.

Digital transformation and the acceleration of local services in local government, via next generation technologies, is more important than ever.

Digital advancements have enabled local authorities and citizens to change the ways in which they deliver services, gain access to services, and reduce costs during austerity. With communication-based technologies, councils can target and deliver services better and save money. .

All the while, councils can make their workforces more productive and efficient by introducing mobile technologies such as video conferencing and real-time collaboration no matter the location or device.

The need to take advantage of digital innovations within local authorities has never been as critical as it is now with budgets continually slashed, often by billions, while demand on local services has increased inexorably.

Transforming the way local authorities deliver services by redesigning, reorganising and reforming can become a reality. While many councils will have to make difficult choices about which services to prioritise, new ways of working to provide a better citizen experience, cut costs and expand local service delivery, can help alleviate the burden.


Flexible working is becoming standard practice in the modern workplace. A survey conducted by CIPD of 8,000 global employers and employees, including public sector organisations, found that 83% of respondents found flexible working led to higher productivity.


Building a more mobile or remote workforce can help councils cut down on office and administration costs and staff travel time and expenses. Employees can spend more time with the people they serve instead of sitting at their desk in an office, helping to reduce paperwork, improve services, and enhance the citizen experience.


Take a council looking to implement mobile and remote working. A centralised phone service at Wakefield Council meant the council could cut the number of landline phones by 60%, saving £100,000. More staff could also work from home or in the community and manage calls wherever they were, making them more productive.


London Borough of Tower Hamlets enabled the majority of its staff to work from any location via any computing device, and saved over £7 million a year on office costs.


Forward-thinking local authorities must maintain a competitive edge and deliver a citizen centric approach to service delivery. They must find ways of working that bring benefits to local authority employees and to the work that they deliver in the community. Technology + how you use it = a transformed service provision.


To take advantage of the benefits digital transformation has to offer, a new way of working to deliver a citizen centric, consumer-first approach is critical. Keep your people where they’re needed and improve citizen service while reducing costs. With communication-based solutions, you can share documents in real-time with



Chief Information Officer

Bring flexibility and mobility to all employees

OpenScape UC, Circuit - Building a flexible workforce can cut down on office costs and staff travel time and expenses. Employees can spend more time with the people they look after instead of sitting at their desk in an office, helping to reduce paperwork, improve services, and enhance the citizen experience.

Influence new ways to work

OpenScape UC - Wakefield Council moved 2,500 employees over to flexible working by using communication-based solutions. A centralised phone service meant the council could cut the number of landline phones by 60%, all adding up to a saving of £100,000.

Estate consolidation

OpenScape UC, Circuit - Telephony, web technology and video-conferencing can help your staff work from home or in the community so you can cut down on office costs. Develop a programme to cut the amount of property by having more flexible staff working in the community instead of council offices.

More effective services and lower operating costs

OpenScape UC, Circuit - Web apps and cloud-based computing enable council staff to have information at their fingertips so they can provide better services, which in turn can reduce paperwork and cut costs.

Local councils can use technology to help coordinate the work they do with other agencies and improve services. Shared services, costs split? A survey undertaken by the Local Government Association in 2014 shows that at least 96% of councils in England are using some form of shared services.


Take dealing with waste across boundaries, for example. Three district councils, within one county council region, could share waste services and significantly drive down operating costs.


Sharing a waste management team and integrating the bin collection rounds across the three districts, with waste teams operating out of one depot, is a big step toward a fully integrated shared service for the county.


A shared service approach would take the best of how all three district councils have run their operations so they can collectively improve the service offering while reducing costs.


An amalgamation of standard services across districts – or organisations – is an opportunity to take advantage of common processes, scale economies, and streamlined management.


With a constant need to ride out austerity, respond to heightened consumer centric citizen demands, and create efficiency, collaborative working is crucial. Bring together various local authority teams on one voice platform, share documents, and truly enable shared service coordination with unified communication solutions.



Chief Executive Officer

Bring flexibility and mobility to all employees

OpenScape UC, Circuit - Building a flexible workforce can cut down on office costs and staff travel time and expenses. Employees can spend more time delivering critical services instead of sitting at their desk in an office, helping to reduce paperwork, improve services, and enhance the citizen experience.

Coordination of shared services across agencies

OpenScape UC, Circuit - Online tools and apps as well cloud computing can give you an edge when you want to manage information more flexibly and enhance the way you work with other agencies. Partners can share and query data through a linked data store, helping them to work better together to provide services.

Improve services and reduce operating costs

OpenScape UC, Circuit - Web apps and cloud-based computing enable council staff to have information at their fingertips so they can provide better services, which in turn can reduce paperwork and cut costs.

Estate consolidation

OpenScape UC, Circuit - Telephony, web technology and video-conferencing can help your staff work from home or in the community so you can cut down on office costs. Develop a programme to cut the amount of property by having more flexible staff working in the community instead of council offices.

There are 416 shared service arrangements between councils across the country, generating £462 million in savings since 2012. Multi-agency shared service coordination and partnership agreements can develop critical new ways of working to keep residents safe and deliver a better citizen experience.


Local councils aren’t just working with each other, but also with different local agencies, such as the NHS, police services and voluntary organisations. Partnership arrangements can save £2.5 million a year.


Get your local authority employees working smarter and deliver proven cost savings. A multi-agency shared service strategy can give better control and access to citizen information, helps practitioners make the most of their working time and makes it possible to speed up the commissioning of services, so citizens receive support faster. Take cloud computing, for example. This allows staff to work wherever they are based, spend more time with people in the community and do their jobs more effectively.


Inter-agency collaborations can be deployed and developed in critical areas, such as the protection of vulnerable groups, children’s services, health and social care, and justice. This encourages diverse organisations to pool skills, resources, knowledge and information that can support improved outcomes for the lives of residents.


Shared services and partnership agreements only work when everyone is properly connected and systems are integrated seamlessly. Voice, video and data channels can be brought together onto one platform enabling disparate teams to communicate effectively and access and share information instantly breaking down borders between both authorities and agencies.


Deliver joined up services that fully meet the needs of modern citizens within the local area to improve the quality of their lives. Share documents, bring together virtual meeting rooms, and enable staff collaboration across various agencies to collaborate in real-time, wherever they are, to keep your citizens safe.



Head of Services

Bring flexibility and mobility to all employees

OpenScape UC, Circuit - Building a flexible workforce can cut down on office costs and staff travel time and expenses. Employees can spend more time with the people they look after instead of sitting at their desk in an office, helping to reduce paperwork, improve services, and enhance the citizen experience.

Coordination of shared services across agencies

OSCAR, OpenScape UC and Voice - Online tools and apps as well cloud computing can give you an edge when you want to manage information more flexibly and enhance the way you work with other agencies. Partners can share and query data through a linked data store, helping them to work better together to provide services.

Help local authority workers do their job more efficiently

OpenScape UC - Cloud computing allows staff to work wherever they are based, spend more time with people in the community and do their jobs more effectively.

Improve services and reduce operating costs

OpenScape UC, Circuit - Web apps and cloud-based computing enable council staff to have information at their fingertips so they can provide better services, which in turn can reduce paperwork and cut costs.

Delivering success in local government

West Berkshire Council reduces real estate costs by 40% by driving a cultural shift toward flexible working which improved staff productivity

“The OpenScape Web Portal is really proving helpful to our team. We are exploiting the use of instant messaging to keep in touch and audio conferencing to save time and money on unnecessary journeys.”

Mel Brain, housing strategy & operations manager, West Berkshire Council, United Kingdom

Wakefield Council transforms working practices to cut costs and realise £100,000 in efficiency savings

“Councils are under tremendous pressure to deliver efficiencies while maintaining service levels. Our work with Unify has delivered an enhanced voice infrastructure that has enabled flexible working for all our staff. This will support our next stage development; moving to new offices that will drive further efficiencies.”

Alan Kirkham, service director, ICT & procurement , Wakefield Council, United Kingdom

Oadby and Wigston Borough Council enhances its customer service and delivers new ways of working with OpenScape Unified Communications

“Our work with Unify has delivered enhanced customer service through greater management of information. We needed an infrastructure that would move with us. OpenScape Office LX provides the much needed flexibility and scalability as we continue to progress with a shared services agenda.”

Daren Nowlan, head of customer services, Oadby and Wigston Borough Council

Pinellas County, Florida, United States of America, deploys cost-saving, highly resilient unified communications platform with a three-year return on investment

“One of our requirements for a new solution was one that had increased survivability capabilities that could improve our chances of handling the weather we experience in Florida. With this new solution from Unify, we have a much higher confidence that we can operate during a natural disaster.”

Martin Rose, CIO, Pinellas County, Florida, United States

West Berkshire Council
Wakefield Council
Oadby & Wigston Borough
Pinellas County

Resources

More Questions?
Influence new ways of working within your local authority to provide a better citizen experience and expand service offering. Talk to us about accelerating local government transformation. Fill in the form below, or call us on 0800 158 5236.