Our findings

Insights overview


What CYC need from their customers

  • Customers that are empowered to self-serve
  • Communities that are enabled to self-manage
  • Customers that are ready for changing service models:
    • Regionalisation: shared services, devolution
    • Commercialisation: social enterprise, not-for-profit, start-up
    • Communitisation: third-sector, community group

What CYC need from their workers

  • Work from anywhere
  • Collaborate with anyone
  • Be closer to the customer
  • Understand and use data
  • Do more with less
  • Be change ready

What the business needs from the ICT strategy

  • Clear goals and success measures
  • On-going – not just a static document
  • Feeds in to, and adapts around, other forthcoming CYC digital/business strategies

Views on the ground


 ICT View

  • Most people believe a strategy should influence the direction of the department’s work (82/12/6) and should have clear goals to work towards (96/2/2)
  • Most understand the purpose of a strategy (82/6/12)
  • Most believe a more digitised council would be an improvement (72/17/11)
  • Most believe what we deliver improves the business (80/10/10)
  • Most believe we are the best department to lead change (68/26/6)
  • Most are proud of the solutions that we provide (67/20/13)
  • Most say they have regular contact with their customers (76/16/8)
  • Most feel we maintain old systems (72/22/6)
  • Just over half say ICT are good at communicating with its customers (53/24/23)
  • Just under half say they know what the department’s goals are (45/20/35)

The organisational view


Delivering

  • Over three quarters feel confident in using the tech ICT deliver (78/13/9)
  • Just over half feel the systems ICT deliver are easy to use (56/24/20)
  • Just over half feel they are supported by ICT personally (56/28/17) and as a department (52/28/21)
  • Just over a third agree that ICT work well with other departments (36/51/13)
  • There is a split in how many agree ICT systems are reliable (38/25/37)
  • There is a split in how many feel they are well supported with new systems (37/33/30)

Improving

  • Nearly three quarters want to work away from the office more easily (74/20/6)
  • Most want to see improvements in internal processes (61/31/8)
  • Half feel there are barriers to current remote working (50/25/25)
  • Just under half are happy with the tech they use at work (49/19/32)
  • A third of those who don’t currently work remotely want to (28/33/39)
  • A third believe automating manual processes will make them work more efficiently (29/58/13)

In reference to external customers

  • Nearly three quarters want to work away from the office more easily (74/20/6)
  • Most want to see improvements in internal processes (61/31/8)
  • Half feel there are barriers to current remote working (50/25/25)
  • Just under half are happy with the tech they use at work (49/19/32)
  • A third of those who don’t currently work remotely want to (28/33/39)
  • A third believe automating manual processes will make them work more efficiently (29/58/13)

Organisational qualitative view

  • Issues affecting connection to, or performance of, Citrix were cited in over 40 responses in relation to barriers affecting flexible working (from 105)
  • 20 responses cited lack of appropriate devices as a barrier to remote working
  • 31 responses mentioned Citrix and network performance as a service that needs to be improved (from 143)
  • 24 responses referenced support and training as services that need improvement
  • There were 14 references to Mosaic performance and support needing to improve

Public view

  • Want to see more processes on-line. Must be easy to use and be fully digital to be truly valuable.
  • Want 24/7 service access but also want to feel supported out of hours.
  • Happy to self-serve in the community. Want solutions that are easy to understand first time of using.
  • Are not concerned about a multi-agency approach, but want to access the service in one place and to know who is accountable if anything goes wrong.