ICT strategy development

The project issues
The Council had separated Information Strategy and delivery into two different departments. A Technical Strategy was developed in 2004 and although a range of successful ICT initiatives had been implemented recently, the Council wanted to create an ICT Development Strategy that conformed to Welsh Assembly guidance on service delivery and aligned the introduction of technology with its own business requirements. Socitm Consulting was asked to support the Head of Information Strategy in developing the Strategy and raising ensuring sufficient profile.

The Socitm Consulting solution
The project began with interviews and workshops with key staff and stakeholders, including management meetings with each Service Area. These explored business needs, service considerations and the potential improvement role of ICT over the medium term.

A list of priorities was then produced for further review. These included:

• The need to update the existing Customer Relationship Management (CRM) system and eventually integrate it with all customer-facing channels
• The role of ICT in helping to facilitate the implementation of an Alternative Workplace Strategy and a set of associated systems to determine the optimal configuration of future office accommodation
• The requirement for an integrated approach to Information and Records Management to ensure the organisation and the customers it serves are able to access relevant information and records efficiently and effectively
• The introduction of an organisation-wide approach to Electronic Document Management that would support the implementation of the Alternative Workplace Strategy and provide efficiencies
• Creating and developing a range of knowledge systems to support more effective delivery of customer services and more flexible access

These were presented to the Council’s cabinet by the Head of Information Strategy. The cabinet accepted the recommendations which are now in the process of being implemented.  

The benefits to the client
Using our strategic development expertise, we were able to support the Council in aligning its ICT strategy with its overall strategic priorities. This enabled better definition of the separation between strategy and operations, identified areas where ICT could be utilised more effectively and initiated an annual review process. The Council’s cabinet were enthusiastic about the final proposals. Richard Edmunds, Head of Information Strategy, commented: “Stephen Howes provides an impressive combination of Senior Management, local government and private sector ICT experience and was able to understand key business issues and provide insight into addressing them through the appropriate and effective use of technology”.

Project identification
Client organisation: Torfaen County Borough Council
Client contact: Richard Edmunds, Head of Information Strategy, 01495 766382, richard.edmunds@torfaen.gov.uk  
Lead consultant: Stephen Howes
Project no: 5867