Delivered business function, service & process improvements with cost savings within an organisation wide Digital Transformation programme
The Situation
- Croydon council setup an organisation wide Digital Transformation programme to deliver service improvements & cost savings via effective use of Digital/IT services & solutions
- The scope was to identify & deliver service improvements & savings across all business functions
The Task
- Identify & deliver service improvements & costs savings across multiple business areas via effective use of Digital & IT services & solutions
- Manage a portfolio of projects to design, deliver the above improvements & savings incl. improved service efficiencies, better resource utilisation, & cost savings supported by the design & setup of improved Digital IT solutions (AI, RPA, Mobile, Digital, Web & Cloud)
The Action / Approach
- Established programme, project & delivery structures & governance
- Worked closely with business, IT & supplier teams to identify, quantity & prioritise service problems, design & deliver improved business processes to resolve these along with new digital solutions, or making better use of current IT solutions, with better connected processes, systems & cleaner up-to-date data
- Worked with Management teams to setup business cases with benefits & savings
- Led reviews of current IT services & solutions with solution proposals & procurements to upgrade or replace these to enable the above service improvements
- Managed end-to-end procurement & delivery of new Digital/IT solutions where required
- Led the tender (G-Cloud) & procurement of Azure cloud soln. development services incl. management of 3rd party supplier teams, contracts & SLAs
The Result
- Improved service delivery by 20%-40% with cost savings of £0.5m across several business functions & services incl. Council Tax, Environmental, Housing, Parking, & Voting
- Increased service efficiency by 30% & saved costs of £350K via setup of improved IT forms & reporting solutions for managing starters, movers & leavers within HR systems & solutions
- Reduced process time via setup of automated & connected digital processes & solutions; efficient analytics with access to consolidated data & streamlined workflows led to improved decision making
- These service improvements lead an improved customer experience & an increase in sales
- Reduced waste via reduction of paper-based processes & elimination of repetitive unconnected processes, which in turn led to cost savings & time spent by staff on processes
Focus In On: Responsible for Project and Programme Delivery
New Areas of Value:
Ability to clearly demonstrate value to the business
Increased credibility with and confidence from across the business
Higher delivery efficiency and effectiveness from clarity around process performance
Improved customer and colleague service and satisfaction
Greater acceptance of change – quicker to implement new changes
Improved project estimation and delivery capability (right first time)
Higher proportion of projects fit for purpose, on time and on budget
Better support of business directives
Improvements around:
Lack of appropriate collaboration tools and ways of working
Lack of clarity or understanding on operational readiness requirements
Weak project prioritisation, approval, compliance and sponsorship
Lack of subject matter expertise and experience
Disruption from business restructure or reprioritisations
