Business Transformation In Central Services

Business Transformation in Central Services Matthew Rees Business Transformation Manager eGovernment & ICT Services March 2006

Business Transformation helps Central Services to deliver its Service Plans Central services Delivering Council priorities through Service Plans eGovernment Technologies and Business Transformation methods Potential Business Transformation Projects Requirements Solutions

The eGovernment Programme Structure is a matrix of service areas and major projects Programme Management Departmental Business Transformation Kate Hargreaves (Bevis Sydney) BTM Dept Matthew Rees Sub-Programme Targeted Services Supporting Services IT Infrastructure Adult Services OMH JSC Cross- Cutting Projects Central Services Envt & Culture Housing CYPS Department Specific Projects Customer Enablement Universal Services

The role of the BTM combines Programme Management and Account Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Account Management eGovt Programme Management

Business Transformation projects are governed by a hierarchy of boards Technical Design Authority Overall Governance of IT Development Council Transformation Board eGovernment Programme Programme Management and Reporting Central Services Transformation Board Planning Transformation Other Central Services Projects HR Process Transformation Project Shared Services Project

All Business Transformation projects have five main components that varying in importance ,[object Object],[object Object],[object Object],[object Object],[object Object]

Business Process Redesign delivers savings and/or improved services ,[object Object],[object Object],[object Object]

Customer Services projects provide consistent and convenient services across all channels Internet Service Centre Joint Service Centres and other face-to-face channels Specialist services

Information projects integrate multiple systems (BizTalk) and provide a consistent view of data from a single trusted source (MultiVue) Middleware (BizTalk) Single Record Customer Service Agent OneServe CRM Customer Government Gateway Housing Environment Adult Services

Infrastructure projects implement ICT that supports existing operations or enables NWW ,[object Object],[object Object],[object Object],[object Object]

Change Management makes it all work by addressing the people issues ,[object Object],[object Object],[object Object]

These are the main projects in the Central Services Business Transformation Programme ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Corporate Services Finance OACE All

We are looking to see where else eGovernment can support central services ,[object Object],[object Object],[object Object],[object Object]

Business Transformation In Central Services

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