21st Century Services Projects

1 Stage 1 Programme: Scoping and Research

A range of research and scoping activities was undertaken early in the programme to give clarity and focus to the second stage of delivery. Researchers aimed to investigate all 15 partners activities,, methods, opinions and plans across a range of potential themes for the Programme. The research phase had a strong impact on the direction of the Programme - it influenced the views of the delivery team, the Board and the wider partnership. The methodology adopted proved so successful that it was used later in the Programme as a means to provide a business case for the Agile and Mobile Working projects package.
Key Findings from these reports are shown in Appendix 2: Research findings

2 Stage 2 Programme: Delivery

2.1 Customer Insight into Action
Increasing customer insight capability to a consistent high standard and make better use of insight to shape services.

2.1.1 21st Century Business Skills development
Embedding the strategic use of citizen insight by developing the capability of commissioning managers and analysts to understand customer insight as a key business asset. The project consisted of training in specific business skills and thinking required to support the culture change needed to embed insight.

2.1.2 Regional Data Analysis Competence
This work stream delivered the following:
- A better understanding of the development and support needs of data analysis specialists in the region so that professional development can be more effectively targeted in future
- Demonstration of improved value for money through a reduction in specialist time being spent on routine data collection and more on skilled processes
- Raised regional levels of skill, competence and confidence among non-specialists undertaking evidence-based CI activity
This work was lead by the North East Regional Information Partnership (NERIP)

2.2 Embedding Customer Insight Core Competencies
This project, lead by Redcar and Cleveland Council aimed towards adopting high quality approaches to customer service excellence across services, informed by customer insight.
The objectives were:
- To develop a set of corporate insight competencies which the region's LAs and FRS can adopt to embed insight into their corporate performance management frameworks
- Commission a development programme to support the culture change required to embed these competencies and transform services

2.3 Agile & Mobile Working
Projects that improve service delivery, working environments and practice through technology aligned with culture change.

2.3.1 Enhanced Life Size Video Conferencing Service
Establishment of a regional hub for video conferencing, and deployment of video conferencing equipment across 3 separate sites in Redcar & Cleveland, Stockton and Darlington.

2.3.2 ICT enablement for partnership working
Creation of a common ICT infrastructure to allow both Stockton and Darlington Councils and their shared service, Xentrall to develop mobile and home working solutions

2.3.3 Modern ways of working in Durham
This project will speed up the delivery of the Modern Ways of Working work stream in the Council's Improvement Programme, specifically within a new office building in Seaham.

2.4 Customer Channels
Improving the overall standard of customer's access to services through a range of communication channels.

2.4.1 Proof of Concept: Access Strategies
This project delivered a Customer Access Strategy Proof of Concept available to partners. The objective was to ensure customers/citizens get the right service and the right information the first time and through the access channel they desire. The project improved the standard of customer's access to services in authorities through a range of channels. Improvement coming through adopting strategic approaches, recognizing the diversity of channels used by customers, and maximizing the added value they bring. The project involved 6 partner local authorities, focussing on access channels but also addressed channel migration, avoidable contact and cost to serve

2.4.2 Cost to Serve
As a precursor to the access strategies project a smaller project investigated the measurement and calculation of cost to serve. This project identified lack of a consistent approach to measurement, resulting in limited capacity to compare costs between services or organisations.

2.4.3 Information Governance
A regional study of practice in information governance and management concluded with a report, Towards Good Practice in Information Governance. The study
A number of initiatives were recommended as a result of the study but budget constraint resulted in none of them being carried out.

2.5 Blue Badges
This project aimed to deliver a regional Blue Badge Service where north-east local authorities can collaborate to deliver a quicker, more effective service for customers, whilst at the same time delivering significant efficiencies across the region. Improvements came through a centralised and streamlined application and renewal process for all regional Blue Badges.

The project drew on a proof of concept for a new rules based reduced assessment for Blue Badges. This project examined what processes are in place across the region and consult on the best possible, transferrable process available to administer the Blue Badge Scheme. The project drew on national best practice, most notably from the North West Region where a regional centre of excellence was established to create an efficient and effective process for the application of Blue Badges