Presentation on 'The Challenges facing local CIOs' by Geoff Connell from the Local Digital Futures - Working as One: Platforms & Sharing event held on 4 March 2016 in London.

1. The Challenges
Facing Local
CIOs
04/03/2016
Local Digital Futures

2. Who am I?
27 years in local gov ICT, 18 in Newham, 6 in Newham and
Havering, 2 in oneSource, working with Bexley, Brentwood, Norfolk.
Chair of various regional & National groups including London CIO
Council & Socitm, LCIOC member.
Digital Leader top 50, CIO 100, Socitm Member of the Year 2015
Geoff Connell – Director of ICT – oneSource for LBN & LBH
(youngest/oldest, red/blue-ish, inner outer, both need savings!)
President of Socitm in 2016/17. Focussing on the changing role of
the local government ICT leader and workforce diversity.

3. What I Will Cover
The CIO Challenges
The Opportunities
Summary & Q&A
Context Setting

4. Context
Havering is facing a 97% RSG funding cut, Newham will have over £70m less PA.
Aging population, benefit caps etc driving growth in demand.
Health & Social Care Integration & Devolution are driving new challenges & opportunities
We have already made big cuts / savings. £100m+ in Newham, 40-50% ICT cuts.
We can’t afford to keep doing what we have done in the past so we have 2 choices.
Either do less / lower the quality to fit the new budget or Innovate and change what we
do or how we do it. (Realistically both but the latter is better!)

5. Challenges
Exploit cloud, join up data & systems, but cyber security….
Digital Service Redesign & Channel Shift.
Supporting Property Rationalisation & service process efficiency
through mobile, flexible & remote working.
Skills shortages & high costs for digital and data expertise. We
also need better collaborative and commercial skills.
BAU – Keep the lights on (in-house, strategic sourcing, hybrid
cloud) – despite funding cuts.

6. Challenges –Budget!

7. Keep the lights on! Environment
is getting more complex…

8. Opportunities
Digital & technological advances provide opportunities to do more /
better with less. Or maybe… less with much less? Tech & cloud.
Data & BI can inform process redesign and change how we target
our increasingly scarce resources.
Mobile, flexible & remote working enable savings through process
efficiency and property rationalisation.
Diversity (inc. age, gender, race) in our workforce can provide new
ways of looking at old problems. Apprentices lower costs too!
Work together, lots of examples from shared services to GDS to
local digital initiatives like this. And don’t forget market shaping.

9. Workforce Diversity, need
more women & digital natives

10. Innovation & Service Improvement
CIO = Chief Innovation Officer?

11. Shared Services &
Commercialism
Spin-outs – 2. Pest Control
Shared services – oneSource joint committee of Newham & Havering
Shared services – Tri-borough, evolving, Camden & Islington +? JC.
Shared Services – Kingston & Sutton -TUPE to lead authority
Pan London work – Shared Platforms - 1Oracle joint support now live
Twin track devolution – what partners, what scope? Health & Social Care..
Spin-outs – 1. Language Shop – 51% employee owned mutual
Shared services – Wandsworth & Richmond - Whole Council Merger

12. Understand & Tackle Digital Inclusion

13. Exploit New & Emerging Tech Innovation

15. oneSource ICT
Roadmap & Challenges
ICT Savings – 40% cost reduction since shared services introduced. £1M
last year, £0.75M this year & 2016/17 & 2017/18 (or income)
Supporting councils transformation plans to achieve overall savings targets
while protecting service quality.
Priorities: Digital Principles to delivery, 2020, online self-service, use of BI,
spinouts / commercialisation, cloud, apps consolidation, ERP, mobile, etc.
Programme plan on following slides, but current priority is…..
Wider shared services, including Integration of Health & Social Care.

16. ICT Infrastructure Programme Critical Network (PCN)
Milestone
Key:
Complete
Slipped
Assurance Gate
At risk
Go LiveDependency
On Hold
Both
Havering
Newham
December 2015
At risk
On track
On track On Hold Slipped
At risk
On Hold
Slipped
On track
RAP & 2FA Replacement/Solution
Delayed
Early
Direct Access
Pilot Group testing
Provance Asset Management System TBC
Test data to be migrated to Live
AppV5
oneSource Telephony Convergence
Chip & Pin Analysis
OfficeLink - Migration to EE analysis
SharePoint Migration, refinements & roll out
(Phase 2 – all other areas)
Avaya Upgrade
Test multi
platform
RAP Replacement
Supplier to be agreed
Lync (Voice) for RAP Users
Preparation & Installation
Testing
Office 2016 Servers & Build Testing within ICT
Lync video Conferencing Test devices ordered
Review of InTune ( Mobile Iron replacement)
Legal – Digital working
User Experience
Virtualization(UE-V)
Contact Centre
Procurement & Legal
Roll out
IE11 Final Roll out
Location & Licences PilotTB
C
TB
C
Switchboard
Upgrade
31/4 – 1st batch of Surface HUBs in the
UK
Replacement of WiFi (LBH) Self Serve
Future Data Centre
Information gathering
Migration/removal of applications
from THDC PSeries
Procurement
Decommission PSeries
Review data & write specification
Server 2003 Remediation Work
Replacement
WiFi (LBN)
plan & preparation
January 2016 February 2016 March 2016 July – September 2016 October – December 2016 January – March 2017April – June 2016
Core Data Centre Build
Identity Management Remedial Actions
Exchange Cloud
migration preparation
Migration
Server Cloud Backups (ASR)
Data Centre Network Refresh
Surface Hub Rollout
Skype for Business
TBC Market Testing Agree Specification Procurement
Application Presentation – evaluating options with Microsoft
Early adopter Office 2016 Rollout Corporate Office 2016 Rollout
Win 10 Mobile device trial Review Device strategy
Access to systems
(phase 1)
Access to systems (phase 2)
Evaluation (Top 10 Applications)
Identity Management (Review & Design)
Evaluation of Network security products
Joint Contact Centre
(Service Area scoping)
Evaluate Office 365 Services
Base Windows 10 build mobile devices Testing within ICT
Migration Review of B.Y.O.D
IPVPN Refresh (remote sites)
Network Infrastructure Refresh (hardware & switches for Town Hall & Mercury House)
Licence Review SQL server estate
Licence Review – Windows Servers
SharePoint migration
(Phase 1 – ICT )
Workshops & Planning
Lync & OCS FederationExchange Federation
Network Connectivity
SED Development Work (HR portal & One Oracle)
Exchange Environment Monitoring & Remedial Actions
Continual review of existing Data Centre environment, infrastructure capacity & functionality

17. ICT Business Projects - Programme Critical Network (PCN)
Business
Systems
(new &
replacement
applications)
September 2015March 2015 April 2015 May 2015 June 2015 July 2015
Electronic issue of Fixed Penalty
Notice – Phased rollout
Azeus Care( Care First replacement) - Business Process
Reviews
August 2015
Supporting Social Care – The Care Act
Supporting
Services
(Ugrades of
existing
applications)
On-line self service enhancements – Customer Portal
6/3 - Housing
Replacement
Tender evaluation
Contract
Award
CompleteAssurance Gate Go LiveDependency
At risk
On Hold
Slipped
On trackSlipped
On Hold Slipped
Both
At risk On Hold
Newham At risk
On track
On track
Milestone
Key:
Havering
Implementation of new Housing System (replacement of OHMS) July 2016
Lync telephony for Housing Services site at Macon Way
1/11 - Go live
RSS Replacement
Go Live
11/8
Determine Specialist
scanners (Housing)
Beeline Application Upgrade
Interface Specifications
Oracle (R12)
read only application
available
Achieve forms for
LPA to
Firmstep Cloud
Bravo – create storage system for archived NECTR data
Bring Local Safeguarding Children’s Board (LSCB)
website back in-house
InteliSMS for Housing Telecare services –
develop & install
Troubled Families 30/6
Delayed
Early
Evaluate products for Room Bookings 30/9
Evaluate IT solution for
Mobile Support Wardens
4/6 – Devices
ordered
Build & Rollout
Achieve Forms - Grants for Early Years Children
Pest Control - Online booking scope
to be determined
UAT
16/7 YOIS System Replacement – initial meeting
October 2015 November 2015 December 2015
Test Devices
29/7 Board Meeting – timescales to be set
Supplier to
Commence work
Jan 2016
Determine web pages
& content 11/8 Sharepoint Collaboration site created
10/9 Go live
Scanners ordered &
switches installed
30/9 Go live
31/12
Property Licensing System Implementation
Pest Control
Soft Market Testing
TBC
Evaluate IT solution for
Mobile Support Wardens

18. ICT Business Projects - Programme Critical Network (PCN)
September 2015March
2015
April 2015 May 2015 June 2015 July 2015
Supporting
Transformation
46 Clova Road – (Transition of Family Contact
Centre to SME)
August 2015
CompleteAssurance Gate Go LiveDependency
At risk
On Hold
Slipped
On trackSlipped
On Hold Slipped
Both
At risk On Hold
Newham At risk
On track
On track
Milestone
Key:
Havering
Web Chat Online Support –
Install & Configure
Contact Centre Telephony Evaluation
Harold Hill Library - IT Installed
New Intranet Infrastructure
Business Permits Solution –
requirements agreed
Registrars Database –
Demo, analysis &
agree changes
Newham New Intranet
System Remedial work
Build changes
& Test
UAT Training
Go Live
w/c 16/8
Registrars Online
Demo, analysis
& agree changes
Build and Test
Highways Mayrise Interface –
Build changes UAT Training
Go Live
30/9
Recycling Bins Online
Agree Specification
Bulid & Test
Go Live
30/9
UAT
(including IE11 compatibility)
Go Live
TBC
ELIF Database
Agree configuration
Schools Admissions Waiting LIsts –
Build changes & Test UAT
Go Live
w/c 21/9
Apply Solution, Configure
& System Test
UAT Training
Go Live
30/9
Schools Admissions
Online – Development
of ChildView HUB
(CACI) & UAT
UAT
Development of
online achieve form
Go Live
12/8
Building Control online payments
Seemydata (repairs) for
Liberty Housing
Procurement
Merge & Relocation Legal Services - Merge & Relocation
Delayed
Early
System Test
Moneyworks Project
TrainingUAT
Revs & Bens Capita Connect – Build & Test
October 2015 November 2015 December 2015
Housing CCTV/Security Project completion Dec 2015
Business Permits Solution
Replacement System
Go Live
w/c 30/11UAT
31/12
UAT
Go Live
w/c 4/10
Scope relocation of Empty homes, Lettings
& housing needs to Breyer Offices
Parkmap - Investigation and opinions appraisal
VM install and
Network & circuit test
Hardware ordered
& received
Relocation cancelled
Fraud Team – Data Sharing TBC
TBC

19. 20,944
23,296
21,083
17,489
17,806
14,368
12,370
9,309
13,107
12,796
13,938
11,198
11,925
7,846
9,524
7,403
10,063
8,869
7,963
4,787
8,612
6,201
6,316
5,165
6,538
5,659
6,108
4,888
5,035
4,894
4,139
3,108
3,459
2,528
3,538
2,747
2,733
2,627
2,743
2,390
3,371
3,653
3,038
2,609
3,066
2,762
2,874
2,637
2,273
2,568
2,364
1,938
2,440
7,220
8,780
7,741
6,812
7,368
7,747
7,458
4,778
6,324
6,143
7,001
6,411
6,293
4,998
5,107
4,899
4,545
4,493
4,580
2,869
4,287
4,264
4,372
4,895
7,920
7,360
8,943
6,664
7,002
6,383
5,322
4,136
5,914
5,765
6,770
6,726
6,861
7,958
7,981
6,320
7,020
5,698
4,430
3,943
4,303
3,588
4,408
4,031
3,821
4,946
5,113
4,001
4,551
25
44
1,082
1,244
1,308
1,267
1,244
1,185
2,025
1,340
2,570
2,823
4,746
4,794
6,192
5,926
7,593
10,955
15,012
17,205
27,783
5,972
6,612
7,322
7,443
7,941
9,107
8,475
8,837
8,241
8,063
8,201
11,664
9,056
11,169
12,506
12,310
12,592
13,263
13,098
15,006
12,942
11,910
10,918
13,070
11,542
14,700
15,326
14,138
13,878
14,777
16,939
16,535
0%
10%
20%
30%
40%
50%
60%
70%
80%
-
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
45,000
50,000
Face To Face Telephone Inform My Newham Email (old eforms)
Love Newham Letter Fax SMS Social Media
My Newham % Face To Face % Telephone % Self Service %
Slide 19
Overall Channel Shift Trend - Volume
Successful reduction in CRM face-to-face contact from 67% to <10% through channel-shift
Many
services
made on-
line only
from Jan
2015
Over £12M per annum Savings Banked from Phases 1 & 2 alone, now 80%+

20. Slide 20
My Newham – Properties with at least 1 My Newham Registration
7,955
9,007
11,028
13,368
16,994
19,912
25,233
28,316
31,573
35,837
40,570
45,085
51,214
53,367
55,955
58,126
60,343
62,756
65,069
67,420
69,319
71,096
72,781
74,383
76,665
78,371
80,402
82,298
83,899
85,428
87,033
88,545
90,238
91,703
93,011
93,954
95,249
96,347
97,637
98,765
99,817
100,857
101,976
103,102
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
-
20,000
40,000
60,000
80,000
100,000
120,000
Jun11
Jul11
Aug11
Sep11
Oct11
Nov11
Dec11
Jan12
Feb12
Mar12
Apr12
May12
Jun12
Jul12
Aug12
Sep12
Oct12
Nov12
Dec12
Jan13
Feb13
Mar13
Apr13
May13
Jun13
Jul13
Aug13
Sep13
Oct13
Nov13
Dec13
Jan14
Feb14
Mar14
Apr14
May14
Jun14
Jul14
Aug14
Sep14
Oct14
Nov14
Dec14
Jan15
Feb15
Mar15
Apr15
May15
Jun15
Jul15
Aug15
Sep15
01-
Jun-
11
01-
Jul-
11
01-
Aug-
11
01-
Sep-
11
01-
Oct-
11
01-
Nov-
11
01-
Dec-
11
01-
Jan-
12
01-
Feb-
12
01-
Mar-
12
01-
Apr-
12
01-
May-
12
01-
Jun-
12
01-
Jul-
12
01-
Aug-
12
01-
Sep-
12
01-
Oct-
12
01-
Nov-
12
01-
Dec-
12
01-
Jan-
13
01-
Feb-
13
01-
Mar-
13
01-
Apr-
13
01-
May-
13
01-
Jun-
13
01-
Jul-
13
01-
Aug-
13
01-
Sep-
13
01-
Oct-
13
01-
Nov-
13
01-
Dec-
13
01-
Jan-
14
01-
Feb-
14
01-
Mar-
14
01-
Apr-
14
01-
May-
14
01-
Jun-
14
01-
Jul-
14
01-
Aug-
14
01-
Sep-
14
01-
Oct-
14
01-
Nov-
14
01-
Dec-
14
01-
Jan-
15
01-
Feb-
15
01-
Mar-
15
01-
Apr-
15
01-
May-
15
01-
Jun-
15
01-
Jul-
15
01-
Aug-
15
01-
Sep-
15
Non-Registered Properties 107, 107, 106, 105, 105, 103, 103, 102, 100, 99,8 97,8 95,5 91,9 89,3 84,1 81,0 77,7 73,3 68,6 64,1 58,0 56,9 54,2 54,4 52,2 49,9 47,7 45,3 43,4 41,9 40,2 38,7 37,1 35,5 33,5 31,6 30,1 28,9 28,0 26,5 25,1 23,7 22,4 21,5 20,5 19,5 18,6 17,6 16,8 15,8 14,9 13,9
Properties Registered on My Newham 8 103 1,29 2,47 3,60 4,75 5,65 6,48 7,95 9,00 11,0 13,3 16,9 19,9 25,2 28,3 31,5 35,8 40,5 45,0 51,2 53,3 55,9 58,1 60,3 62,7 65,0 67,4 69,3 71,0 72,7 74,3 76,6 78,3 80,4 82,2 83,8 85,4 87,0 88,5 90,2 91,7 93,0 93,9 95,2 96,3 97,6 98,7 99,8 100, 101, 103,
% 0% 0% 1% 2% 3% 4% 5% 6% 7% 8% 10% 12% 16% 18% 23% 26% 29% 33% 37% 41% 47% 48% 51% 52% 54% 56% 58% 60% 61% 63% 64% 66% 67% 69% 71% 72% 74% 75% 76% 77% 78% 79% 81% 81% 82% 83% 84% 85% 86% 86% 87% 88%
Over 90%
of all
Newham
residential
properties
have a
registration
on My
Newham

21. Overall CRM Channel Trend
Online only, Parking and
Registrar projects made
Online the preferred method of
customer contact in January.

22. Summary & Conclusion
Never been more challenging or exciting or rewarding.
Need to move up the digital and innovation value chain (or risk
role moving down the organisation or disappearing entirely).
Need to be collaborative leaders & share overheads & solutions.
Diversity (age, gender, race, etc) in our workforce can provide
new ways of looking at old problems.
Lots of challenges and opportunities for the CIO.

23. Slide
Questions, comments?
Geoff.connell@newham.gov.uk
Geoff.connell@havering.gov.uk
Geoff.connell@onesource.co.uk
Thanks for listening