Mush of this post was written before today’s Budget announcement which contains a really interesting snippet:
I’ll make some comments about this snippet towards the end of this post but want to carry on with my post as originally intended.
In my previous post about Local Government in general I shared my thoughts and journey through local government.
In this post I want to share my thinking about Digital in Local Government. Probably for some a long overdue post but I must admit my views and thinking have not been consistent over the last few years so
To briefly recap this is what i said in my last post around the vision:-
We must demand and create world-class local public services and we simply can not compromise on this….
We need demand led local public services that are responsive to the needs of citizens and are based on what people need and how best those needs can be met.
We need open by default and digital by design local public services that are transparent, inclusive and accessible
We need dynamic local democratic processes that respond to the needs and value the views of local people.
Firstly I want to make the point that Digital means different things to different people and that is in my opinion one of the fundamental barriers to wide-spread collaboration across the sector at the moment, although it should be the biggest opportunity to get people together as well!
There have been many discussions online and in person, some helpful, some not so helpful about what local government should do about Digital and it is reassuring that so many people actually care about the sector to express their points of view. The thing is no one is right or wrong as each person brings a different perspective and a different solution to the table – all of which most likely have a place somewhere.
I don’t claim to know what the answer is, nor do I claim to represent the views of the many practitioners who perhaps want different things. But what I can do is share what I think the problem is, where I think we as a sector need help.
The landscape of digital in local government ranges from aspects of the traditional IT domain to Web/Public Information to skills development and connectivity. It is all these things and much more.
As a practitioner in local government right now working to push digital innovation through my council, the approach I’m having to take is to set very high standards around the areas we have direct control which is the public website and the public information. We are in a process of change here and are currently moving our site to a new platform.
We now control content more than we ever did. We have an evolving approach around how we develop content – understanding what the demand is for a particular service and then mapping this to user needs and looking at how we can reposition the content to meet needs whilst also providing additional content/messages which signpost local community and voluntary services and we do this because that is where people look first.
What we found out is that a good proportion of people don’t look at google first, people ask friends, neighbours, people they know who may have experienced similar situations. Only if they don’t find out any information do they resort to google or think of us as a council – we are seen as almost a last resort.
The problem is that the way we have set up the system of local government so that once people contact us we collectively tend to want to pull them into our systems and processes and manage them as cases, contacts or customers and then we often think about how we can exploit that contact and provide sight of all of their interactions with us in a single view. Who does that really benefit, and who does this really empower…it feels like we still hold the power in this model and that feels wrong. This doesn’t in my opinion treat people as people it treats them like assets which can be exploited.
We need to shift away from this centralised model to one which is personalised, empowering and designed around the lives of people. We need to design and build services which can be pulled when needed / required and or that respond dynamically to people’s lives and transitions that they experience.
We need to design our services to fit into the workflows of everyday people and not around the processes of policy and government only then we will deliver truly radical change.
Digital is not really a set of solutions, it is the symbolic behaviours that go with all that the internet represents.
I do believe we (Local Government) need to share aspects of what we currently recognise as IT infrastructure and we also need to consider how we can provide a consistent but not uniform public interface to the whole of the sector, not just local government but the multiple organisations that deliver local services.
That may mean that we consider and properly review whether a single platform for publishing would actually help make that better or make things worse…I think whilst cost is a driver, we can not make cost the priority focus for making these choices as we either want to deliver world-class local public services which we believe and know will reduce costs or we reduce costs and make the best of what we can…I’d rather start with world-class public services.
Coming back to the snippet from the budget – here are my top 7 things I demand as a Digital Practitioner in Local Government.
- Appoint a Chief Digital Officer for Local Public Services, who would have a responsibility to pull together the vision and map out the support required for each area and provide system leadership and direction. This might be a single person or a collection of people given a single mandate and the authority to make it happen.
- Adopt a relentless and uncompromising demand led redesign approach to ensure users are at the centre of what we do.
- Develop, support and enable a skills development programme ASAP which addresses the fundamental skills gap in local councils and local areas to actually make the changes on the ground happen and sustain them. This might be matched with a framework of approved suppliers who can be used to support who work to a consistent set of standards and approaches.
- Demand open approaches, open systems, open practice. We can no longer tolerate design and development in isolation within councils and across councils. Opening ourselves up and sharing the problems
- Reward and incentivise collaborative action – We need to be uncompromising in our approaches to collaboration and demand this is designed into funding, rewards and any inspections. It has to be the the rule not the exception
- We can no longer tolerate digital ignorance in strategic positions across the local government landscape. If strategy and policy is disconnected from the opportunities we will continue to fail
- Fix strategy and policy so that local services are designed around the lives of people and not around the boundaries of organisations
What I recognise is that we all need help, we all need to feel we are not doing this in isolation. We need help to agree an ambitious vision for how local public services can be delivered and then we will need help in relentlessly focusing on delivery against that vision – especially when it gets hard, really hard. That is what I think about Local Government and Digital.