Made to measure…

photo (8)Warwickshire County Council has volunteered to lead on one of the transactions identified for the next phase of the Local Gov Performance Platform in conjunction with GDS. This follows on from the phase 1 work carried out with Solihull Council and their missed waste collections.

We are focussing on library renewals and are currently establishing what key data would be valuable to display on a performance platform. This data needs to be translated into information that would be useful to service managers. It should provide them feedback that will support the improvement of services and creating a better experience for users.

It is important to recognise that the purpose of the platform is to promote, not replace, analytics. The platform will visualise sets of data that might trigger further analysis, show trends that prompt questions and ultimately enable service managers to make decisions based on data. The platform shouldn’t just be “the number of visitors that came to your site last week”, it needs to present data that can be used to inform, challenge, support decisions.

We have a number of ways customers can currently renew a library item:

  • online
  • via our automated 24/7 renewal line, available 24 hours a day – call 01926 499273;
  • by phone, fax or email to your library – contact details for libraries;
  • in person at any library

Our current thoughts around what might be useful for library service managers around renewals are:

  • Library locations – which areas attract the most customers renewing online
  • Online renewals for WCC libraries vs. community libraries
  • Digital vs. non-digital renewals
  • Successful completion rates

If you have any ideas about other pieces of information that might be useful, please get in touch using the contact form below.

We are hoping to have something up and running on the GDS site soon, so watch this space and I’ll be writing more about it as the platform progresses.

Assisted Digital Thoughts

Last Wednesday (20th March 2013) I hosted the 2nd LocalGov Digital G+ Hangout and the topic was assisted digital (my last post had a rough agenda). It was an interesting start, as I posed the question “does anyone have any good examples of where people are doing assisted digital really well?” and there followed an eerie silence (yes, I did check to make sure the volume was turned up!). However, we did move onto some very useful discussions.

What is already out there?
There are already a number of areas within councils providing some form of assisted digital support, such as community learning, library volunteers, Adult social care staff, Customer Services teams talking people through completing online forms, etc. As well as support from within the council, there are also groups out there that are working to support and improve the digital capability of communities. We need to get better at pulling all of this together to ensure there is capacity to provide the right level of support across all services where it is needed.

John Popham has been working on something called “Our Digital Planet” – an outdoor street gallery exhibition highlighting the impact of the internet. This initiative focusses on finding the touch-points in people’s lives. If you can get people interested in getting online by using the things they are most interested in and enjoy, they are more likely to want to use the internet.

Ben Carpenter told us about the work done by Age UK to encourage intergenerational volunteering with their MiCommunity project. “The aim of the project was to use digital technology to bring together older people and younger people in the capital”. The website provides a toolkit to support people wanting to run similar initiatives in their own area.

What can we learn from what has been done?
Asking staff within organisations to support customers using digital channels is not always the best way. When a result of driving channel shift is loss of jobs, there is little motivation for staff to provide any kind of support to users.

Getting people to sign up to become “digital champions” in their community is easy; getting people to actually go out and support their community is not so easy. Oh, and using the phrase “digital champion” can put people off.

Once customers are able to complete transactions online, tell them about it. Some councils are finding channel shift isn’t happening as quickly as they would like, but when you look at the reasons why, quite often it is because they are still heavily promoting the non-digital channels.

Central Government have pulled together a list of standard transaction types (booking an appointment, providing/requesting information, requesting a licence/authorisation, requesting benefits/grants/loans, making a payment (taxes and fines), ordering goods). Ideally we need to look at these to see if local government transactions fall under the same types. I suspect we will have more, and they are likely to be more complicated.

What next?
We need to start pooling all of this information together. Where there are pockets of good practice, we need to identify, share and re-use these ideas. The LocalGov Digital steering group is the perfect place to start doing this, and I think one of the reasons we exist.

We need to watch out for what is happening with GDS and the framework of contractors that is being looked into for providing assisted digital services. Will local government be able to benefit from this framework and how could we support it?

Finally, I’ve got some really good names to make contact with and see how we can take this further.

Thanks very much to Phil Rumens, Ben Carpenter, Jason Williams, John Popham and Tim Dumbleton for giving up an hour of your time on a Wednesday evening, it was a really useful discussion with lots of food for thought.

And now I’m back

So I’ve been out of the loop for quite a few months now. My last post was 12 months ago (shame on me). I wish I could say I’ve been working on a top secret project that I wasn’t able to talk about, or been on a sabbatical exploring the meaning of life. But I haven’t, and I wasn’t.  Now I’m back in my natural habitat (Local Government ICT Projects) and it’s like I never left (in a good way).

Last week (28th June 2012) I made it to Brewcamp in Walsall, and it was a jam-packed evening of fascinating stuff that has really helped me dust off my thinking cap. Not only did I manage a good scheme with Si Whitehouse (watch this space for an interesting, schools related open data project coming to a govcamp near you!), I also came up with a good wheeze for our Country Parks courtesy of Mike Rawlins and his augmented reality (depending on 3g signals, ensuring our country parks teams are geo-tagging their posts and photos on their blog/facebook page).

So a quick run down (if I had written this post sooner I would have forgotten less):

Steph Jennings gave a fantastic talk around the use of social media during the Christchurch earthquakes in 2010/2011 and the impact it had, both on the local community and Steph, as a relative of someone right in the middle of it. The social media side of it was great, but what I will remember most is learning about liquefaction!

The next talk was around Who Cares Walsall and how Walsall Council are putting the Social into Social Care. This was a fascinating insight into how the comms team managed the sensitivities around talking about social care issues through their blog and Twitter. It was nice to hear how well supported and trusted they are by the director of the People Group to enable them to carry out this great work. Some good lessons to be learned there by other authorities.

Finally, and disappointingly in person (we had been promised an augmented reality version), Mike Rawlins talked to us about the work being done by Talk About Local around geo-tagging content to create an augmented reality view of places, initially Stoke-on-Trent. This set the cogs going for me as we are using WordPress a lot across my authority, so there is some potential to explore this further with their plug-in.

All in all, a great evening with lots of learning, sharing, plotting and eating curry. Having missed out on the UKGovCamp at the beginning of the year and a couple of Brewcamps after that, a shot of localgov goodwill in the arm was just what I needed.

What I didn’t need was being twaped by Andy Mabbett while I was off buying him a cup of coffee…

Brewcamp Coventry

“That was the best 2 hours of creative thinking and discussion I’ve had for a long time” Jan Britton, Chief Exec of Sandwell Council.

Having accepted the Brewcamp baton, last night saw the gathering of about 20 local government types in Coventry for an evening of QR codes, bus timetables, museums, open transport data, filming/tweeting council meetings, eBooks and, most importantly, cake.

Cake

About 8 hours before the event I got the exciting news that we’d bagged ourselves a Chief Exec for the evening, so the pressure was on to deliver. Deep down, I knew there was no need to worry. Everyone I meet at these kinds of events make them so enjoyable and interesting, you can’t fail to learn something new and everyone feels confident enough to contribute.

Fortunately, we delivered, as you can see by the quote at the top of this post. I was sat opposite Jan, and his colleague Liz O’nions during the post-brewcamp curry and it was lovely to hear that they had both enjoyed it. So much so, that Liz has offered to take on the Brewcamp baton and is looking to host the next one up in Sandwell. Watch this space…

It was fantastic hearing about the good work being done at Shropshire Council with their new Bus Timetables site – and even better hearing them offer their experiences so other councils can do the same. Sadly, they may not be able to offer up the source code (not through choice), but they can show how they manipulated the data using the standards available. If we can get their neighbouring councils to do the same, the residents of Shropshire and surrounding areas will have a really nifty system.

I also particularly enjoyed the session on QR codes – hearing what Stuart Harrison is doing at Lichfield with them on planning notices was fascinating. It paves the way for us to start doing the same thing. Take advantage of the work being done by innovative people at councils, such as Lichfield, because it makes it easier for the top dogs to agree if you can point to someone else who has done it.

The QR code stuff has now got me thinking as to where else we could use it for council services. I have a meeting with Country Parks in a few weeks so I will certainly be looking at their area to see how it could complement the work they do.

I said it on Twitter, and I’ll say it again now: “Listening to and learning from your peers is the best kind of learning there is”. I got more out of a few hours last night (for free) than I get out of the majority of expensive conferences I *used* to go to. Bit of a no-brainer really…

Localgovcamp – what not to do

Fresh from LocalGovCamp on Saturday 18th June 2011 in Birmingham, I’m writing a much more measured blog post than the one I wrote after my first ever unconference.

As expected, I had a really great day (and night before) and managed to catch up with a few familiar faces and made a few new friends. But it didn’t quite do the same for me as UKGovCamp in January, because I got things a little bit wrong. I decided that as I got such a buzz from attending interesting (and not necessarily work-related) sessions last time, I would focus more on what I could get out of the day for me to apply in my job. So my session choices were based around that. I also tried to speak to everyone I possibly could, which left me with spending about 2 minutes with each person. I left feeling kind of rude for not having chats any deeper than “Hi, lovely to see you, how’s your day going? Are you enjoying it? How’s work? Lovely, well we’ll catch up on Twitter then…” Missing. The. Point.

The first session, run by Ingrid Koehler and Liz Azyan around creating “Really Useful” stuff with open data did hit the spot perfectly. As I’m hoping to run a Transport Hack event for the West Midlands I got some fantastic advice from Stuart Harrison, Philip John, Martin Wright and others. Particularly useful tips were using public and private API keys so we can still charge companies for data if we need to (from Philip John) and the troubles that can happen when developers aren’t comfortable coding outside of their preferred language (from Martin Wright). It also made me realise that it doesn’t matter that I’m not a developer, actually the role of facilitator to keep things running smoothly is vital. If only the rest of the day had gone so well….

Session 2 was my opportunity to give something back to the day – helping Nick Booth and others deliver a session on Social Media Surgeries. I do like to share (talk a lot), and I didn’t really get to contribute as much to the session as I’d hoped (thanks Nick ;P) but I did leave feeling that it had been really valuable for the people in the session. Let’s hope some more surgeries pop up as a result of the good work Nick has done.

Over lunch I spent some time with Nicky Getgood on her Social Media Safari, and this was a really great idea. Getting people to really look at what is going on in their local area and encouraging local gov people to start interacting. I did a little audioboo with some of my thoughts and had my photo taken in a lion mask, obviously!

Me on my Social Media Safari

Me on my Social Media Safari

Session 3 was Emergencies with Ben Procter. As delivering IT for our emergency planning unit comes under my team, I felt this would be useful. But, and this is my fault, I didn’t really get that much out of it because I don’t think I knew what I was hoping to hear. I felt I couldn’t really contribute, and so left about half way through. Ideally, I would have liked to have understood a bit more about different types of emergencies, what can help during, immediately after and longer term. They may have covered this after I left, in which case, doh! Sorry Ben, this wasn’t your fault!

I think session 4 was something with MySociety, but I couldn’t really get into that session (and arrived a bit late), so I left and had a quick catch up with a few people over coffee.

The final session helped bring the day back up again, that was Stuart Harrison and Philip John talking about their vision to turn Lichfield into a City of Data. They want to prove the concept of linked data and the power of what can be done if we go to the effort of doing it. I raised my concerns over linked data transferring the effort from developer community to local government (tricky when it’s hard enough to just get open data out), but I do think what they are planning is a good idea. Sadly, I think some of the group got a bit hung up on the idea that they were trying to change the processes within the authority and spent quite a bit of time talking about that – i.e. what happens when someone reports a bench has been broken. I hope they didn’t leave feeling disappointed, and I look forward to seeing what happens there.

So to sum up, I chose to do work stuff because I wanted to come away with the enthusiasm and ideas to get stuff done. I have come away with a little bit of both, but my expectations were set very high from UKGovCamp. Maybe if I had spent the day going to talks that I found more interesting, I would have left feeling more enthusiastic, but without any clear focus as to what I could achieve as a result of it.

There were quite a few topics I had spent time involved in at UKGovCamp, so there was a little bit of repetition there. That’s great for the new people, but not quite so great for the regulars. One of the downsides of the unconference style of doing things – you don’t know what you’re going to get until you get there. As far as running a session goes, I find the ones I enjoyed most were the ones that had a brief intro and then getting straight down to business with a discussion. The ones where you listen to the host talk for half an hour don’t quite do it for me I’m afraid.

I also have to agree with Simon Gray in his post that it can feel a little bit self-congratulatory. There, I’ve said it, and as Simon says, a little less of the excellent-ness. The whole #ff thing on Twitter makes me feel the same way.

And a positive end – I thought Sammy, Si and Dave did a great job, thanks for all your efforts. I will be interested to see the results from the “What I have got from unconferences before” and “What am I going to do as a result”. Mine was something along the lines of:

“They help me realise everyone is going through the same sh*t, so there’s no point looking elsewhere for a job. Stay where you are and do something good”.

And what I am actually going to do, rather than just talk about?

  1. Running a transport hack event for the West Midlands
  2. Organising the next Brewcamp
  3. Organising the venue for the next hyperlocalwm

Thoughts on SmartGovLive

*Warning – sweeping statement coming up* Central Government projects are a bit like TV soap operas – a lot of people talk about them, there is an awful lot of drama, they are sometimes painful to watch, the same characters keep moving around but they’re not actually real.

I’m back in the office after an interesting couple of days at the Guardian hosted SmartGovLive conference. Sadly, it was an event where the exhibitors and vendors outnumbered the government people by about 10 to 1, but the content of the seminars and talks were still interesting.

Across the two days it felt a little bit like a pantomime. I heard a talk about the Public Sector Network and when it’s going to be delivered (oh no it isn’t). I then went on to another talk about the progress of the G-Cloud and when that will be delivered (oh no it won’t). So I’m still left a little bit up in the air as to what the future is around these projects, probably best not to carry on holding my breath.

The pantomime continued into day two when David Wilde did a talk around channel shift. He used a great phrase “ICT can’t drive it, the business can’t transform without it, so we need partnership”. But from what I’ve seen of partnerships, no matter how hard you try and sell it, there is always someone at the top.

He spoke passionately about his belief that government should stop concentrating on building websites and should develop apps as that’s how people are doing things now. He sees the Internet moving back to where it was in the late 90’s – just a repository of information, and the transactional stuff will be done using apps. I posed this question to the lunchtime panel (Dave BriggsChris Chant, Dominic Campbell, Paul Watson and Andy Gibson) who were discussing how Information Technology is changing the UK, and they are less sure on the subject. The general feeling seems to be that we can’t focus on one element of technology, we need to ensure government has the skills to use whatever is relevant to our citizens and how to deliver our services in the best way possible.

My day wouldn’t be complete without listening to something on open data, transparency and all of that good stuff. Paul Davidson managed to compress a 45 minute presentation on Linked Data into about 15 minutes. Simon Rogers spoke about the great work being done by the Guardian Datastore. But we’re still left in the situation that really great stuff is being done in very small pockets – government are starting to release more and more data, but there isn’t enough incentive for the developers out there to do anything with it. Linked data is clearly the way the world should be going, but currently the effort involved in getting an Excel spreadsheet out of a team makes getting data in a linkable format out almost impossible.

A thought-provoking day in which I think I’ve come away with more questions than answers.

Dominic Campbell – The Director’s Cut

Today, I was very proud the Guardian published my interview with Dominic Campbell. Here’s the full version if you are interested in reading a little bit more…

Self-confessed government geek, Dominic Campbell is a name you should know if you work in local government. With an impressive 9,000 followers on Twitter, and counting, he appears at number 49 on the Independent’s Twitter 100 and at number 36 on the Local Government Chronicle’s “50 most influential voices in Local Government”. The latter an achievement he is most proud of, “This list meant a lot to me. If I’m able to represent a whole mass of people, the whole group of us just inside or outside local government, trying to make change happen, pushing for a different way of working, taking more reasonable managed risks rather than saying no to everything, thinking more creatively, thinking that local government is more than just the town hall, then that’s ace. There’s nothing more I can ask for than to open the door for people like us to push harder.”

Dominic Campbell

Dominic Campbell, founder of FutureGov

Born in Carlise, Dominic grew up in Birmingham before studying a degree in Geography and masters in Economic Geography in Manchester. From an early age he knew he wanted to work in local government, so it was no surprise he was accepted onto the National Graduate Development Programme. After one year of the two year programme, he was offered a full time position at Barnet Council performing a variety of roles in strategy, organisational development, procurement, IT and programme management. “I was lucky enough to work for a young, vibrant assistant chief executive who was keen to promote the programme and the people on the programme.”

After 5 years, Dominic decided it was time to move on. “By my mid twenties I was on the management team for the Resources Directorate and well-promoted for my age. I was doing corporate change programmes where you end up telling bright people they are wrong and the system is right, or the corporate priority is right or the machine is right and they need to rewire their brains to think differently. That’s not really my style. It’s much more about “you are bright, go off and fix some problems”. But there wasn’t really the space for that and it was clear that there wasn’t much more I could do in terms of promotions, so I decided it was time to move on to seek opportunities, and maybe go back to Local Government at a later date”.

Dominic left Barnet to work for a friend, where he learned how to run a consultancy company, and in 2008 he created FutureGov. His company does a variety of work, mainly with Local Government, but their bread and butter is digital consultancy and using the web to transform the way public services work. “Imagine you’ve got a white piece of paper in front of you, how would you then build a public service based on the modern world you have now?”.

Somewhat unusual for a consultancy, Dominic and FutureGov believe their role is to take an idea, help shape it and then use the talent already in an organisation to deliver. By bubbling up the talent within, the organisation will become more self-sustainable in the long run. “We use our work as a platform for the people inside who aren’t listened to as much as they should be. We give coherence and direction to where those voices might want to get together and make change happen. We help hone ideas into tangible priorities, do some creative thinking with internal resources about how the web, in particular, could be used to innovate around those priorities and come up with some really interesting new service delivery models. After that, our role is enabling you and your amazing, enthusiastic expert officers to go out and do it for themselves.”

Credited by the Local Government Chronicle for “stirring rebellion among local government officers”, Dominic understands the challenges faced by ordinary officers but knows what needs to be done. “Push the envelope a little bit, raise your head above the parapet, take a few risks. There are some really great examples of where that has paid off”. This in turn will make his job a little bit easier. “The powerful thing when I’m trying to sell something to senior management is having those real examples to point to. Even where people are just messing around, or it’s an idea they’re toying with, it’s so powerful in terms of making a case study for change. Chief Executives say “that’s all very good in theory but where is it happening in practice?”. You really need those case studies to make change happen and stick.”

Their proudest achievement to date is about to be realised, with the launch of Safeguarding 2.0, a new approach to safeguarding children. “It started off with me watching a documentary on the Baby Peter case and getting frustrated I couldn’t do anything about it. I thought, realistically, I’m not going to retrain as a social worker, and that’s not the best use of my skills and network anyway. So I blogged my frustration and said “who wants to help re-imagine how we do child protection in the world of the Internet?”. We got 25 people sat around at a kick off meeting where I said “we’ve got the Internet, we’ve got this big problem, how do we put the two together to make this work because the systems are clearly not working right now?”.

Dominic is clearly not someone who just talks the talk, his remarkable projects are being brought to life and changing how local government can operate in the modern world. With his drive to change and innovate, Dominic is not content with just doing this in the UK and has taken FutureGov to the USA to tackle the challenges of American government. “My aspiration is to go top to bottom on a local authority and transform the way it works from start to finish. To actually build a council that is fit for 2011, rather than 1990 at best.”

Dominic is speaking on “How Information Technology is changing the UK” at the SmartGov Live event on 14th and 15th June 2011 at ExCel London.