Digital Hampshire - Hampshire County Council

Digital Hampshire
A strategy for Hampshire County Council and its partners
Helping everyone in Hampshire to benefit from the digital age
www.hants.gov.uk
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CONTENTS
Foreword
What is Digital Hampshire?
Sharing the benefits
Five principles
Helping everyone join in
Supporting business growth
Customer in control
Digital by default
Public services together
Making it happen
Our partners
Version 4 - August 2013
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FOREWORD
Business and public services are moving
quickly to digital delivery where possible
because it offers opportunities to improve
customer service as well as reducing cost.
Many transactions are now only available
electronically, putting those who don’t have
access at a disadvantage.
By Gill Duncan
Director of Adult Social Care
and Chair,
Customer Access Board,
Hampshire County Council
This strategy highlights the importance
of a digital infrastructure in Hampshire –
broadband, electronic services, access and
skills. It describes opportunities which digital
offers and the dependencies that exist
between a strong economy, social well-being
and modernised public services.
Hampshire County Council seeks to make the
most of these opportunities in the way we
design and deliver our services, helping to
ensure that everyone who wants to has the
chance to benefit from these changes.
But we also want to encourage business and
public service partners across Hampshire
to adopt common principles in their own
planning for the ‘move to digital’. This strategy
outlines those principles to help everyone in
Hampshire to benefit from the digital age.
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WHAT IS DIGITAL
HAMPSHIRE?
Despite widespread use of new
technologies there is still much to do
to ensure that the take up of digital
services is widespread and offers
greatest benefit.
Many people remain digitally excluded and this
has a negative impact on the economy and pace
of public service modernisation. There are many
reasons for this, including poor broadband and
mobile services in many rural areas.
Unlike many digital inclusion strategies,
Digital Hampshire establishes the links between
digital inclusion, Hampshire’s economy and
modern public services.
By linking together ambition and actions in these
areas, we can make faster progress in overcoming
the barriers to (and maximising the benefits from)
a digital infrastructure in Hampshire.
Public, private and voluntary sectors need to
collaborate and share common goals.
Digital
inclusion
Hampshire’s
economy
Modern public
services
Digital inclusion
Providing choice through access to
support, technology and services to
help everyone maximise life
opportunities in a digital world
Hampshire’s
economy
Encouraging the development of
an effective digital infrastructure
and promoting Hampshire as a
place to do business
Modern public
services
Working with partners across public,
business, voluntary and charity sectors
to develop more efficient, simpler,
faster and joined-up electronic services,
designed around the customer
Digital inclusion can enhance lives, support
community cohesion and improve equality of
opportunity
Many people are already benefitting from the
internet, digital TV and mobile communications.
These offer opportunities to save money, keep in
touch, pursue personal interests and help with
learning. They bring services to those who live or
work in remote areas or for whom travelling in
order to access services is difficult.
At the same time, some people are not able to take
advantage of digital services or choose not to do
so. This may be because of a lack of skills or no
access to the internet at home - poor broadband
speeds can deter even confident users of
technology. For some the cost of home computing
is an obstacle. For others a lack of knowledge of
what the internet can offer or poorly designed
services means they are not interested in getting
connected.
Therefore a digital strategy must include policies
and plans to ensure services are accessible to all,
either by increasing the opportunities for direct
digital access or providing mediated access.
Hampshire businesses, large and small, need a
good digital infrastructure to be competitive,
efficient and close to customers.
Being able to communicate and share information
electronically with suppliers, staff and customers is
essential for small and large businesses alike. A lack
of access to broadband or mobile services or to an
IT-literate workforce, especially in rural areas, restricts
growth, inward investment and business start-ups.
As work becomes ‘something you do’ rather than
‘somewhere you go’ flexible access from home or
via a mobile phone are as important as fast internet
access from business premises.
A strong digital infrastructure in Hampshire is a key
factor in promoting business growth in Hampshire
regardless of location, and this in turn, helps to
support strong local economies and sustainable
communities.
Modern public services are shifting delivery
where possible to a ‘digital by default’ model, to
reduce costs and improve services.
empower staff and reduce costs. Sharing
technology infrastructure between public service
organisations can enable wider ‘shared services’,
further improving services whilst increasing
efficiency.
Well-designed electronic public services can be
designed around communities and individuals
in ways never before possible. Yet many council
websites do not yet deliver a personalised service.
Making public services as simple to access and as
automated as possible can speed up transactions,
Tailoring public services in this way where possible
allows scarce resources to be used where necessary
on face-to-face services, where electronic services
will only ever complement delivery.
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MAKING THE LINKS
With the right skills and
affordable access, citizens
can benefit from the
advantages of
being online
In a prosperous economy,
more people can afford
access to
online services
Business growth
contributes
to the county’s
An online
customer base enables
organisations to move to
digital channels, reducing
costs and releasing
valuable resources
DIGITAL
INCLUSION
economic
prosperity
A local IT-literate
workforce enables
businesses
large and small to
locate to and thrive
in the county
Organisations can
target scarce funds
and resources
to support those who need
our services most, or who
would otherwise struggle
to access them
Using these
resources to increase
digital inclusion offers
improved learning
and employment
opportunities
for all ages
Hampshire County
Council’s Customer
Access Board
The Council’s Customer
Access Board directs
and oversees customer
access activity across the
organisation, ensuring
maximum join-up within
the Council and with
partners. Customer contact
management is focussed
on the Hantsdirect contact
centre which provides an
easy way for members of the
public to contact the Council.
The Customer Access
Strategy aims to improve
customer experience and
reduce transaction costs, and
includes a programme of
projects to implement
Web Self Service channels for
key services.
As the Customer Access
Strategy continues to
develop web self-service at
its core, Hantsdirect will offer
mediated access to ‘digital
by default’ services,
providing a solution to those
who can’t access digital
channels directly.
FIVE PRINCIPLES
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Adopting common principles in the move to digital means a greater chance of
achieving the benefits and overcoming the barriers.
This doesn’t mean one size fits all; different organisations will have their own
priorities and plans for design and delivery of digital services.
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Helping everyone join in
Designing accessible digital services and improving
broadband access to ensure that as many people as
possible can take advantage of those services
Supporting business growth
Working together to maximise the opportunities of
digital services in Hampshire for businesses large and
small, and so encouraging inward investment and lower
carbon footprint
Customer in control
Ensuring in the way information and services are
made available that the customer is always in control,
maximising transparency and self-service where
possible
Digital by default
Accelerating the move to a ‘digital only’ delivery where
possible, reflecting the needs of different groups and
allowing for choice while balancing efficiency with
service quality
Public services together
Ensuring the public services work together to share
insight, technology and services, making services more
efficient for the taxpayer and more joined up for the
service user
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Principle 1
In 2011 almost a million people
in Hampshire went online every
day. But as many as 100,000 are
also estimated to be digitally
excluded in the county.
There are different reasons why people may
not be regular users of digital services. They
may be disadvantaged by a lack of skills or
confidence, or find going online is difficult
because of location or affordability.
Helping everyone join in
Working with the Race Online 2012 and
Go ON UK programmes, we aim to
encourage people to go online by
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introducing the advantages of being
online that will interest them, such as
pursuing a hobby
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making it easier to access information
and to carry out transactions by
ensuring electronic services are intuitive
•
encouraging access to training,
support networks, and low-cost home
computing.
Many of those who are currently digitally
excluded are those who could benefit most:
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older people can often be supported
in their own homes for longer if they
have access to home shopping and can
communicate with family, friends and
support services online
•
web access can open up education
and employment opportunities for
low-income families and those seeking
work
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rural isolation can be reduced by access
to online services.
Broadband Hampshire
Access to affordable high speed broadband
for all of Hampshire is an essential part of
this strategy. This is especially challenging
in rural areas where broadband is less
commercially viable.
Hampshire County Council is working with
its partners and with Broadband UK to
secure funding to achieve this goal.
Principle 2
Supporting business growth
A strong digital infrastructure is essential for Hampshire’s growing
economy to prosper. The benefits of the county’s environment,
high standards of living and strategic transport connections must
be matched by powerful digital advantages to maintain its position
as a great place to live and do business.
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Case study
Online travel agent
Dive Worldwide moved from
South London to a village near
Alresford and was able to expand
from 30 to 40 staff.
The digital economy
Local economies
Businesses need a strong digital
infrastructure and an IT-literate
workforce to locate and grow in
Hampshire.
Technology also has a part in sustaining
local economies, especially areas of
under-performance, disadvantage or
rural isolation.
Technology enables businesses to
reduce costs, to automate processes
and to manage supply chains.
For example, commuter villages are
often abandoned during the day
because of a lack of local broadband,
making it more difficult to sustain local
shops, businesses and services.
Fast internet links provide access to
specialist services and remote working,
which can reduce travel costs, improve
productivity and increase business
agility.
The internet opens up global markets
for both large and small enterprises.
Good digital infrastructure can promote
rural economies, compensate for
limited public transport and reduce the
dependency on other public services. It
can stimulate tourism, local investment
in new enterprises and it supports the
‘Hampshire Open For...’ campaigns.
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Principle 3
Customer in control
A major benefit of the digital revolution is that it makes it possible
for individuals to access their own data and records and to select
services to meet their needs, at times which suit them.
Customer
in control
Open data and
transparency
Self-service
examples
Well-designed web services
can provide customers with
personalised information
and enable them to request
services, report issues and
undertake transactions
online simply and quickly.
In line with Government
policy, more public data is
being made available online.
This includes publishing
information about public
service costs, contracts and
plans.
Customer transactions are
increasingly designed to be
undertaken online.
To increase take-up of
online services, good
design is essential. Poorly
designed electronic services
can defeat even the most
experienced web user, and
often means additional
contact is needed, wasting
time and money for client
and provider. Understanding
our customers’ needs and
designing web services
around the customer
journey are key to delivering
the right digital services.
A key aim is to enable
customers to understand
the reasons for decisions
we take, by making the
evidence that supports
them more readily available.
As well as improving trust
in public services, over time
this should also reduce
the administrative burden
of dealing with specific
information requests.
Wherever possible this
should be fully automated,
and with simple, intuitive
interfaces from the
perspective of the customer.
Transaction examples
include placing an order or
making a purchase, making
a payment, registering a
complaint, and reporting a
problem.
Principle 4
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Digital by default
More and more public services are being delivered electronically,
moving to ‘digital by default’ where possible. This channel shift
should be based on well-designed services which put customers in
control and reduce costs, and should not widen the digital divide.
“The most significant progress in 2010
has been agreement by government
that future public services will be
offered ‘digital by default’, with help
available for those who struggle to
access services without support.
“I am delighted to hear that
Hampshire is working on a strategic
vision for the adoption of digital
services. I strongly believe that in so
doing you will have a positive impact
on the economy and the lives of
everyone living and working there.
“It’s great to hear that you are
supporting opportunity, life chances
and equality in your communities by
adopting common digital services
and infrastructure. I look forward to
hearing more about the progress you
are making.”
Martha Lane Fox,
UK Digital Champion
Services can be ‘personalised’ or tailored using technology to meet individual needs, or to assist
those acting on their behalf - friends, family, carers, local volunteers or contact centres. This can
increase choice, opportunity and service quality.
Going digital
Embracing digital channels as the default in service design where
possible will help to stimulate:
Business benefits - providing access to online markets, supply chains,
electronic data and trading, for small and large enterprises, and making
the public sector easier to do business with.
Opportunity - enabling individuals and communities to take more
control of their lives, giving access to online data and services to
improve productivity, work-life balance and education for all.
Public service reform - digital delivery lowers costs whilst protecting
vital services from direct cuts, with more choice, local delivery and
increased autonomy.
This does not mean that those who are not online will be left behind.
Where digital channels are the default, there will still need to be support
for those who are not online to ensure they can access every service.
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Principle 5
Public services together
Where public services work together to adopt digital services, there
are real benefits to be had, including shared learning, joined-up
services and reduced operational costs.
Our customers can benefit from accessible services designed
around their needs, and the links between different tiers
of government and between public service agencies can
become more transparent.
Basingstoke
and Deane
Test
Valley
Hart
Rushmoor
East
Hampshire
Winchester
Southampton
New Forest
Gosport
Isle of Wight
Collaborative working is important where there are joint
ambitions of social inclusion and promoting Hampshire’s
economy through the potential of technology.
By working together and sharing the common goals in this
strategy, public services can deliver efficient, quality services
while reducing costs and targeting resources effectively.
Eastleigh
Fareham
This strategy does not promote a ‘one size fits all’ approach
- it encourages the adoption of common principles to
strengthen collaboration in planning and delivering services
in the future.
Havant
Portsmouth
Communities first
The Government’s ambition is to shift delivery of public
services from centralised government to local delivery, giving
local organisations, communities and independent providers
a greater role in shaping the future.
A strong local digital infrastructure and collaboration
between public service partners are essential factors in
creating the conditions necessary to realise this goal.
Havant Public Service Plaza
A groundbreaking partnership
between Havant Borough Council
and Hampshire County Council saw
the creation of a new public service
hub for the town in 2011.
Underpinned by new digital
technology to support shared
services and flexible working
practices, the Public Service Plaza
will enable a new streamlined and
more efficient way of working to
deliver services and information to
the public.
MAKING IT HAPPEN
These pages provide links to existing and planned activities across
Hampshire which enable the digital strategy.
Helping everyone join in
Working in partnership with schools, children’s centres,
community and voluntary organisations, Hampshire Learning
provides a wide range of courses for the people of Hampshire.
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A new, updated public IT service in libraries will give access to
those who don’t have home computing and enable customers
to use online services.
• Computer Skills for Life is an online resource providing simple
guides to help people to use computers.
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An ‘Everybody Online’ project in Leigh Park helped 440 people
through basic ICT training, 40 people progress to certificated
training courses and 14 people into employment or voluntary
work.
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Supported by funding from Hampshire Adult Learning and
Councillor Ellis’s rural fund, Age Concern Hampshire delivers
computer courses for people over 50 to more than 600 new
learners across the County each year. A rural IT worker has been
appointed to increase the delivery of these popular courses in
rural IT Centres.
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The Village Agent pilot project is run by a partnership between
HCC Older People’s Well- Being Team, Age Concern Hampshire,
Hampshire Fire and Rescue Service and several district and
borough councils. Volunteer Village Agents assist older people
to access information to remain independent, using the internet
to research the information required.
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MAKING IT HAPPEN
Supporting business growth
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The Council is producing a local broadband plan and
presenting a bid for funding from BDUK to include Hampshire,
the Isle of Wight, Southampton and Portsmouth.
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Hampshire staff can ‘work anywhere, anytime’ with a flexible
range of secure services, using devices such as PDAs or
personal smartphones, to access email and calendars on the
move. Outlook Web Access and Hantsnet Passport provide
email, calendar and full Office tools for home access.
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The Schools Information Management System (SIMS)
Learning Gateway creates a single, secure point of access into a
school’s management information system for teachers, parents
and pupils from any computer with an internet connection.
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The Customer Access Strategy will focus on web services
designed using Customer Insight and mapped around the
customer journey to ensure we implement the digital services
that customers need.
Customer in control
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Information and advice on a wide range of services including
residential and at-home care is provided on the web through
Adult Services’ Care Choice site.
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The Hampshire Health Record (HHR) is a shared electronic
record for people living in Hampshire, which provides a
mechanism for sharing information about care.
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‘My Support’ website will allow clients of Adult Services to
manage their care provision online from 2013.
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Digital by default
The Council’s Customer Access Strategy, which includes a Web
Self Service Programme, aims to provide web services designed
around the customer to deliver services in a cost-effective way
and through an appropriate choice of channels.
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Library users can reserve and renew items online, and receive
email message reminders when loans are due back. A future
project will extend this to text messages on mobile phones.
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The Online Admissions system for schools was implemented
by Children’s Services in 2010. Take-up of this popular service
went from 20% of admissions in 2010 to 90% by 2011 and
allowed the service to make efficiency and cost savings.
From 2012, customers will be able to book appointments with
Hampshire’s Registration Service.
Public services together
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Hampshire and Isle of Wight’s new Public Service Network
(HPSN2) is a high speed core network that delivers a full range of
services to public sector partners. HPSN2 offers improved data,
voice and service networks for major partners and affordable
solutions for town and parish councils and up to 800 schools.
Hampshire County Council’s catering service HC3S is working
with schools and the Department for Work and Pensions to
provide an website for parents to check eligibility for free school
meals online, providing a more accessible service for families and
reducing the administrative burden on all agencies involved.
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The ‘Tell Us Once’ service is delivered by Hampshire County
Council in partnership with the Department for Work and
Pensions and the district and borough councils.
It enables customers to choose to allow the Registration Service
to share information electronically and securely with other
government departments and agencies, such as the DVLA,
Identity and Passport service, Housing and Council Tax offices.
T he service, currently covering death registrations, will be
extended to include birth registrations.
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OUR PARTNERS
We are working in partnership with these organisations to deliver
services benefiting everyone in Hampshire.