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EURIM Transformational Government Dialogues

Introduction and Terms of Reference

Details of Hearings: participants, submissions received & reports/transcripts:

08 Nov 07 Social Inclusion
22 Nov 07 Delivery Partnerships
06 Dec 07 Democratising Delivery
05 Mar 08 John Suffolk (Government CIO) & review of integrated report

Other Relevant Documents & Links

Final Integrated Report - 'Let the People Speak'

Press Release: 'Let the People Speak' - EURIM Advises on Transformational Government

 

Introduction and Terms of Reference

The Transformational Government agenda is the most radical attempt to change the way that UK public services are delivered for many years. The vision has support from across the political spectrum but implementation will present profound cultural and practical challenges, for politicians and suppliers as well as for ministers and officials.

Following the publication of the Comprehensive Spending Review and cross cutting public service agreements there has been much debate over how best to turn targets into reality as central and local government departments and agencies work on their responses.

The objective of this group was to organise and deliver a programme of “political dialogues” to help inform that debate by calling for and helping publicise analyses of the issues are expected to cause the most difficulty and case studies of attempts to address these and the lessons learned. Four hearings were held and the outcomes are listed on the TG Dialoges page.

Outcomes sought by the Group

The group requested submissions on the following three broad topics:

  • the means of delivering genuinely socially inclusive services, given that that those in most need are least likely to be reached via the current generation of on-line services, public or private and a variety of inter-twined channels may be needed.

  • the challenges of organising delivery partnerships that really do cross the barriers between the public, private and voluntary/community sectors as opposed to dominant players trying to coerce others into adopting their pattern of working.

  • the democratisation of delivery, ensuring that consultations really do involve those most affected, the recipients and those who inter-act directly with them. But we also need to ensure that subsequent performance monitoring is based on their experience of what is actually delivered and their changing priorities for improvement.

Those making submissions were asked to also consider the role(s) of central and local government and their delivery partners, the means of setting appropriate objectives and subsequently monitoring performance and the challenges of managing the structural and cultural changes needed and of maintaining local and national democratic accountability. All submissions received were placed on this website and used as evidence at the hearings for which they were relevant.

The reports of the “hearings” publicise a quarry of ideas and case studies that will help those working on policy formation and implementation and flag questions and issues for the appropriate Select Committees to bear in mind when they come to examine the plans and progress of the Departments and Agencies they cover.

The material and case studies produced by the EURIM Groups on data sharing and shared services were also used in this exercise.  12 Shared Services case studies are listed on the Shared Services webpages and summaries of all the case studies can be accessed directly at http://www.eurim.org.uk/activities/transform/cssummaries.php.

 

Details of Hearings

8 November 07 Session 1: Transforming Government to promote the delivery of Social Inclusion
Participants: Panel Members:
Margaret Moran MP (Chair) - Luton South
Chris Mole MP - Ipswich
Lord Kirkwood
Tim Boswell MP - Daventry
Rt Hon Alun Michael MP - Cardiff South & Penarth 
Earl of Erroll
Philip Dunne MP - Ludlow
Malcolm Harbour MEP - West Midlands
Cllr David Hopkins
Peter Buchanan from EDS

Witnesses:
Naomi Eisenstadt (Director of the Social Exclusion Task Force).
Sir David Varney (adviser to the Prime Minister on public service transformation).
Judy Walker
(Executive Director of Advice, Citizens Advice).
Cllr Kevin Wilson,
Tina El-Shabrawy & Naeema Ahmad (Labour Councillor & 2 residents from Milton Keynes).

Reports of Session: Press Release on this session
Minutes of this session
EURIM Members can download the raw soundtrack of the 2 hour meeting hereEURIM Members & Registered Observers Only (55 MB)
Relevant submissions:

Hammersmith & Fulham Segmentation Study - A custom built classification, dividing the resident population into 12 segments, has identified the varying behaviours, characteristics, needs and aspirations of the community, enabling the development of citizen focused strategies.

Hammersmith & Fulham Customer Channel Strategy - The strategy has been developed to improve customer access to the Council’s services and also reduce the overall cost of delivering them. It is based on a model showing which services are used by residents within the different segments and how they prefer to access them. 

HM Treasury Financial Inclusion Taskforce - Experian have constructed an Affordable Credit Exclusion Index which enables the taskforce to identify the location, scale and intensity of financial exclusion in the UK.

NCVO evidence to the Policy Dialogues exercise - One of the benefits of working with the Voluntary and Community Sector is that it can and does reach out to some of the most marginalised individuals and communities.  NCVO argues that a mixed economy alone will not necessarily achieve more responsive public services, but that this requires wider engagement with citizens and their intermediaries as well as a deeper understanding of the efficiency agenda.

Kevin Wilson: A Critique of issues concerning Public Services and Social Inclusion policies - a view from the front line

Digital Inclusion Team:
Overview

Inclusive eGovernment Case Studies
"The Digital Inclusion Landscape in England - Delivering Social Impact through Information & Communications Technology"

Experian Social Exclusion Paper

“Your Guide” & Saving from Poverty” - sample submission

Additional references: See Other Relevant Documents & Links

 

22 November 07 Session 2: Transforming the Delivery of Public Services using a Mixed Economy Model (Delivery Partnerships)
Participants: Panel Members:
Margaret Moran MP (Chair) - Luton South
Chris Mole MP - Ipswich
Earl of Erroll
Derek Wyatt MP - Sittingbourne & Sheppey
Mark Todd MP - South Derbyshire
Phyllis Starkey MP - Milton Keynes South West
John Pugh MP - Southport
Philip Dunne MP - Ludlow

Witnesses:
Ann Blackmore (Head of Policy, National Council for Voluntary Organisations).
Jonathan Bland (Chief Executive, Social Enterprise Coalition).
Stephen Sears (Chief Executive, ECT (Social Enterprise)
George Thomson (General Secretary, National Federation of Subpostmasters).
Dave Smith (Deputy Chief Executive of Sunderland City Council)
Andrew Seekings (
Head of Programme & Project Office, Sunderland City Council)
Jackie Nixon (Community Development Practitioner, Sunderland).

Reports of Session: Press Report
Transcript of this session
EURIM Members can download the raw soundtrack of the 2 hour meeting hereEURIM Members & Registered Observers Only (100 MB)
Relevant submissions: Response from the Social Enterprise Coalition to the Transformational Government Dialogues - This document describes the benefits of social enterprise in the context of delivering public services, & makes recommendations

Note on Recent Survey on Public Services commissioned by the Social Enterprise Coalition

Hammersmith & Fulham Segmentation Study - A custom built classification, dividing the resident population into 12 segments, has identified the varying behaviours, characteristics, needs and aspirations of the community, enabling the development of citizen focused strategies.

HM Treasury Financial Inclusion Taskforce - Experian have constructed an Affordable Credit Exclusion Index which enables the taskforce to identify the location, scale and intensity of financial exclusion in the UK.

NCVO evidence to the Policy Dialogues exercise - NCVO argues that a mixed economy can help to achieve more responsive public services, but wider engagement with citizens and their intermediaries, as well as a deeper understanding of the efficiency agenda, is also required if we are to see the step change in public services that we all want to see.

Westminster Council - WCC in collaboration with Experian have been able to replace their manual system with a non intrusive, robust authentication solution that delivers and improver customer experience.

Lancaster City Council - LCC in collaboration with Experian made significant savings on verifying Council Tax Single Person Discount claims.

Coventry City Council - CCC in collaboration with Experian also made significant savings on verifying Council Tax Single Person Discount claims.

Royal Mail HR Shared Service Centre Paper & Presentation

LogicaCMG Case Studies
Case Study 1: University for Industry - Bridging the Digital Divide with myguide
Case Study 2: UCAS - A Mission Critical Application for Higher Education
Case Study 3: Office for Standards in Education - Shared service centre
Case Study 4: The National College for School Leadership - talk2learn for the School Leaders of Today & Tomorrow
Case Study 5: The London Borough of Waltham Forest - Transforming Customer Services
Case Study 6: HM Treasury Payroll Framework - A Shared Service in extensive use throughout Government
Case Study 7: Foreign & Commonwealth Office - Web Platform development
Case Study 8: Reforming the Criminal Justice System (CJS) Customer case study
Case Study 9: City of York Council - Revitalising Customer Service
Case Study 10: University College London Hospitals NHS Foundation Trust - A 21st Century Network Solution for the NHS

Transforming Information Management to drive Transformational Government - David Waltho (SAS)

Understanding People - Building Customer Intelligence - Experian Paper

Commercialisation of Public Services - Experian Paper

Additional references: Transformational Government - the continuing barriers to joined up delivery & shared services - A review of transformational government progress using the examples of the common barriers (5 years apart) that have prevented 2 socially inclusive, joined-up propositions via an intermediary (in this case the Post Office) from rolling out

OGC Article on the 5 key themes of the Third Sector Review

Extracts from a debate in the House of Commons about the role & longer term funding of the voluntary sector, including the need to build up their capacity / professionalism (Capacity builders & Futurebuilders programmes) & accountability

Executive Summary from Kable Report on Technology & the transformation of social protection - This highlights the need “to deliver increasingly complex care through an even more diverse mix of providers is beyond the capabilities of the current system’. In particular it highlights the need for trusted information sharing across the wider eco system and not just within government.

Extracts from: ‘Reducing dependency, increasing opportunity: options for the future of welfare to work’ David Freud 2007 - (an independent review commissioned by The Secretary of State for Work & Pensions)

 

6 December 07 Session 3: Transforming Government by Democratising Delivery of Public Services
Participants: Panel Members:
Margaret Moran MP (Chair) - Luton South
Tim Boswell MP - Daventry
Malcolm Harbour MEP - West Midlands
Lord Kirkwood
Rt Hon Alun Michael MP - Cardiff South & Penarth
Mark Todd MP - South Derbyshire
Chris Francis from IBM.

Witnesses:
Barrie Deville (Litterwatchers, Oldham MBC)
Paul Hodgkin (Chief Executive, Patient Opinion)
Jackie Millar (London Borough of Lewisham)
Mark Odell (OMBC Service Director, Clean Safe & Parks Scene)
Ushrat Sultana (Equality Networks)
Nigel Tyrell (Head of Environment, London Borough of Lewisham)
Will Wills (Tidy Oldham, Oldham MBC).

Reports of Session: Press Report
Minutes of this session
EURIM Members can download the raw soundtrack of the 2 hour meeting hereEURIM Members & Registered Observers Only (95 MB)
Relevant submissions: Suffolk Constabulary is implementing a Police-Public Interface to communicate directly with the public. This is hopefully the first step in enabling the citizen to shape the police services in their community

Tidy Oldham: a Community Solution - how it works

Evaluation of 'Love Lewisham'

Hammersmith & Fulham Segmentation Study - A custom built classification, dividing the resident population into 12 segments, has identified the varying behaviours, characteristics, needs and aspirations of the community, enabling the development of citizen focused strategies.

NCVO evidence to the Policy Dialogues exercise - To truly empower citizens we must move beyond seeking greater choice and customer satisfaction, and involve service users and the wider community from the outset in the wider process of identifying public service needs and designing services.  NCVO argues that a mixed economy alone will not necessarily achieve more responsive public services, but that this requires wider engagement with citizens and their intermediaries as well as a deeper understanding of the efficiency agenda.

Social Networking for Social Capital - Andrew Hardie (IMIS) discusses online communities.

Patient Opinion Summary - an example of an online community.

Patient Opinion - The Long Tale refers to the democratisation of voice.

Internet Social Networking/web 2.0 - Richard Sarson

Additional references: Extract from a debate in the House of Commons on the transformational government agenda, & creating confidence in public services through democratising delivery

 

5 March 08 Session 4: Transforming Government - Session with John Suffolk
Participants: Panel Members:
Margaret Moran MP (Chair) - Luton South
Tim Boswell MP - Daventry
Philip Dunne MP - Ludlow
Earl of Erroll

Lord Archie Kirkwood
Rt Hon Alun Michael MP - Cardiff South & Penarth
Chris Mole MP - Ipswich

Mark Todd MP - South Derbyshire

Witness:
John Suffolk, Chief Information Officer, UK Government

Reports of Session: Minutes of this Session
Review of Integrated Report & RecommendationsEURIM Members & Registered Observers Only
Summary Findings and Forward Actions of the Policy Dialogue Hearings
Final Integrated report of the Policy Dialogue Hearings
This session was recorded onto 11 audio files of approximately 2MB each.  They run in the numbered sequence for about 10 minutes each with a short overlap.  EURIM members can download them below:
AF 1 ~ AF 2 ~ AF 3 ~ AF 4 ~ AF 5 ~ AF 6 ~ AF 7 ~ AF 8 ~ AF 9 ~ AF 10 ~ AF 11 
EURIM Members & Registered Observers Only
Additional Documents: OECD document E-Government as a Tool for Transformation (draft) -
The objectives of this publication are to:
• Describe the concept of ICT-enabled public sector transformation using e-government as a tool for transformation.
• Give a deeper insight into the public sector transformation initiatives, processes, and experiences in the different OECD countries.
• Use information and data sharing as an example of a tool for public sector transformation, discuss how information and data sharing enables transformation processes, which exemplar information and data sharing models exists based on experiences in a number of OECD countries, and how these models have been used to create coherency.
Set up a general framework to describe transformation measurement descriptions, and develop and discuss examples of possible transformation indicators to enable the monitoring of public sector transformation.

 

Other Relevant Documents & Links

Why do we never learn? an article by Philip Virgo within the Capgemini publication -  Transformation: Promoting new thinking in the public sector.  Those wishing to register for future copies should go to http://www.uk.capgemini.com/.
Real-Time Text is an international standard for the provision of text-based telephony services, & provides a real-time service that will enable deaf & speech-impaired people to make international text-calls, as an alternative to voice telephony.
"Surveillance for all" - this article by Mike Elgan illustrates how citizens too can use recording technology to acquire real-time evidence of an activity by a participant in the activity, & provides a fascinating example of "the other side" of debate - using "sousveillance" (appx French for 'undersight') as a means of "Democratisation Delivery" by holding "them" to account.
Public Services at the Crossroads - This ippr report examines the issues around public service delivery & decentralisation, & argues that transformation depends on local government & the public service workforce together taking on the challenge of becoming more ambitious, more accountable & more responsive to their users & their local public, while highlighting that users also have responsibilities for ensuring excellent public services.
Service Transformation Agreement - Announced by the Chancellor in the latest Comprehensive Spending Review (CSR), the Service Transformation Agreement (STA) is an ambitious programme of service transformation that will be the foundation for public services shaped to the needs of citizens & businesses.
The Power of Information - an independent review by Ed Mayo & Tom Steinberg that takes a practical look at the use & development of citizen & state-generated information in the UK, & explores the role of government in helping to maximise benefits for citizens. The review, which includes a case study on the power of information in health care & a discussion of examples of harmful information on user-generated sites, makes 15 recommendations.

The Power of Information Response - sets out how Government will respond to the recommendations made by the independent Review.

EURIM Review of Oxford Internet Institute Survey 2007
The full OxIS 2007 report can be downloaded from http://www.oii.ox.ac.uk/microsites/oxis/ 

Government on the Internet (2007)
A new report on the state of UK government on the internet was published by the UK National Audit Office on 13 July 2007, based on research by a team from the Oxford Internet Institute (University of Oxford) and the LSE Public Policy Group (London School of Economics and Political Science).
http://www.governmentontheweb.org/access_reports.asp#download

Background Reading List - Working Draft

 

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