Council services

Services must be ..

• Re-designed to meet user need
• Enabled through digital
• Responsive to connected customers
• Delivered with not to

But we're a bit stuck

We're stuck by ..

• Legacy technology
• Efficiency driven change progs
• Professional cultures
• Trying to survive
• Over-tight data security

We need to..

• Be responsive
• User centred
• Move from planning > experimentation
• Control > autonomy 
• Secrecy > transparency

Platform business models

• Platform users create and consume value
• TV channels are pipes
• Youtube is a platform
• Users interact with each other
• Users create value for each other

Platform councils

• Listen to and engage on social
• Provide customer community tools
• Live chat for support
• Customer platform replacing LOB
• Work on digital capabilities

Open / networked culture

Legacy Tech in the way ..

• Stops ideas going live
• Reinforces silos & org limits
• Maintains professional lines
• Costly to integrate with
• Costly to support

Things to do ..

• Aggressive 3 year tech strategy
• Create service design capacity
• Build digital capability
• Open internal collaboration tools
• Social customer service

Adur and Worthing are ..

• Blueprinting new tech architecture
• New teams: insight, service design, digital
• Adopting Government Digital Service tools
• Building strong governance & programme
• Using Slack team chat tool top table down

@pdbrewer