Digital HampshireA strategy for Hampshire County Council and its partnersHelping everyone in Hampshire to benefit from the digital agewww.hants.gov.uk
FOREWORD3Business and public services are movingquickly to digital delivery where possiblebecause it offers opportunities to improvecustomer service as well as reducing cost.Many transactions are now only availableelectronically, putting those who don’t haveaccess at a disadvantage.By Gill DuncanDirector of Adult Social Careand Chair,Customer Access Board,Hampshire County CouncilThis strategy highlights the importanceof a digital infrastructure in Hampshire –broadband, electronic services, access andskills. It describes opportunities which digitaloffers and the dependencies that existbetween a strong economy, social well-beingand modernised public services.Hampshire County Council seeks to make themost of these opportunities in the way wedesign and deliver our services, helping toensure that everyone who wants to has thechance to benefit from these changes.But we also want to encourage business andpublic service partners across Hampshireto adopt common principles in their ownplanning for the ‘move to digital’. This strategyoutlines those principles to help everyone inHampshire to benefit from the digital age.
4WHAT IS DIGITALHAMPSHIRE?Despite widespread use of newtechnologies there is still much to doto ensure that the take up of digitalservices is widespread and offersgreatest benefit.Many people remain digitally excluded and thishas a negative impact on the economy and paceof public service modernisation. There are manyreasons for this, including poor broadband andmobile services in many rural areas.Unlike many digital inclusion strategies,Digital Hampshire establishes the links betweendigital inclusion, Hampshire’s economy andmodern public services.By linking together ambition and actions in theseareas, we can make faster progress in overcomingthe barriers to (and maximising the benefits from)a digital infrastructure in Hampshire.Public, private and voluntary sectors need tocollaborate and share common goals.DigitalinclusionHampshire’seconomyModern publicservices
Digital inclusionProviding choice through access tosupport, technology and services tohelp everyone maximise lifeopportunities in a digital worldDigital inclusion can enhance lives, supportcommunity cohesion and improve equality ofopportunityMany people are already benefitting from theinternet, digital TV and mobile communications.These offer opportunities to save money, keep intouch, pursue personal interests and help withlearning. They bring services to those who live orwork in remote areas or for whom travelling inorder to access services is difficult.At the same time, some people are not able to takeadvantage of digital services or choose not to doso. This may be because of a lack of skills or noaccess to the internet at home - poor broadbandspeeds can deter even confident users oftechnology. For some the cost of home computingis an obstacle. For others a lack of knowledge ofwhat the internet can offer or poorly designedservices means they are not interested in gettingconnected.Therefore a digital strategy must include policiesand plans to ensure services are accessible to all,either by increasing the opportunities for directdigital access or providing mediated access.5Hampshire’seconomyEncouraging the development ofan effective digital infrastructureand promoting Hampshire as aplace to do businessHampshire businesses, large and small, need agood digital infrastructure to be competitive,efficient and close to customers.Being able to communicate and share informationelectronically with suppliers, staff and customers isessential for small and large businesses alike. A lackof access to broadband or mobile services or to anIT-literate workforce, especially in rural areas, restrictsgrowth, inward investment and business start-ups.As work becomes ‘something you do’ rather than‘somewhere you go’ flexible access from home orvia a mobile phone are as important as fast internetaccess from business premises.A strong digital infrastructure in Hampshire is a keyfactor in promoting business growth in Hampshireregardless of location, and this in turn, helps tosupport strong local economies and sustainablecommunities.Modern publicservicesWorking with partners across public,business, voluntary and charity sectorsto develop more efficient, simpler,faster and joined-up electronic services,designed around the customerModern public services are shifting deliverywhere possible to a ‘digital by default’ model, toreduce costs and improve services.Well-designed electronic public services can bedesigned around communities and individualsin ways never before possible. Yet many councilwebsites do not yet deliver a personalised service.Making public services as simple to access and asautomated as possible can speed up transactions,empower staff and reduce costs. Sharingtechnology infrastructure between public serviceorganisations can enable wider ‘shared services’,further improving services whilst increasingefficiency.Tailoring public services in this way where possibleallows scarce resources to be used where necessaryon face-to-face services, where electronic serviceswill only ever complement delivery.
6MAKING THE LINKSIn a prosperous economy,more people can affordaccess toonline servicesBusiness growthcontributesto the county’seconomicprosperityA local IT-literateworkforce enablesbusinesseslarge and small tolocate to and thrivein the countyWith the right skills andaffordable access, citizenscan benefit from theadvantages ofbeing onlineDIGITALINCLUSIONUsing theseresources to increasedigital inclusion offersimproved learningand employmentopportunitiesfor all agesAn onlinecustomer base enablesorganisations to move todigital channels, reducingcosts and releasingvaluable resourcesOrganisations cantarget scarce fundsand resourcesto support those who needour services most, or whowould otherwise struggleto access themHampshire CountyCouncil’s CustomerAccess BoardThe Council’s CustomerAccess Board directsand oversees customeraccess activity across theorganisation, ensuringmaximum join-up withinthe Council and withpartners. Customer contactmanagement is focussedon the Hantsdirect contactcentre which provides aneasy way for members of thepublic to contact the Council.The Customer AccessStrategy aims to improvecustomer experience andreduce transaction costs, andincludes a programme ofprojects to implementWeb Self Service channels forkey services.As the Customer AccessStrategy continues todevelop web self-service atits core, Hantsdirect will offermediated access to ‘digitalby default’ services,providing a solution to thosewho can’t access digitalchannels directly.
FIVE PRINCIPLES7Adopting common principles in the move to digital means a greater chance ofachieving the benefits and overcoming the barriers.This doesn’t mean one size fits all; different organisations will have their ownpriorities and plans for design and delivery of digital services.Helping everyone join inSupporting business growthCustomer in controlDigital by defaultPublic services togetherDesigning accessible digital services and improvingbroadband access to ensure that as many people aspossible can take advantage of those servicesWorking together to maximise the opportunities ofdigital services in Hampshire for businesses large andsmall, and so encouraging inward investment and lowercarbon footprintEnsuring in the way information and services aremade available that the customer is always in control,maximising transparency and self-service wherepossibleAccelerating the move to a ‘digital only’ delivery wherepossible, reflecting the needs of different groups andallowing for choice while balancing efficiency withservice qualityEnsuring the public services work together to shareinsight, technology and services, making services moreefficient for the taxpayer and more joined up for theservice user
8 Principle 1 Helping everyone join inIn 2011 almost a million peoplein Hampshire went online everyday. But as many as 100,000 arealso estimated to be digitallyexcluded in the county.There are different reasons why people maynot be regular users of digital services. Theymay be disadvantaged by a lack of skills orconfidence, or find going online is difficultbecause of location or affordability.Many of those who are currently digitallyexcluded are those who could benefit most:• older people can often be supportedin their own homes for longer if theyhave access to home shopping and cancommunicate with family, friends andsupport services online• web access can open up educationand employment opportunities forlow-income families and those seekingwork• rural isolation can be reduced by accessto online services.Working with the Race Online 2012 andGo ON UK programmes, we aim toencourage people to go online by• introducing the advantages of beingonline that will interest them, such aspursuing a hobby• making it easier to access informationand to carry out transactions byensuring electronic services are intuitive• encouraging access to training,support networks, and low-cost homecomputing.Broadband HampshireAccess to affordable high speed broadbandfor all of Hampshire is an essential part ofthis strategy. This is especially challengingin rural areas where broadband is lesscommercially viable.Hampshire County Council is working withits partners and with Broadband UK tosecure funding to achieve this goal.
Principle 2Supporting business growth9A strong digital infrastructure is essential for Hampshire’s growingeconomy to prosper. The benefits of the county’s environment,high standards of living and strategic transport connections mustbe matched by powerful digital advantages to maintain its positionas a great place to live and do business.Case studyOnline travel agentDive Worldwide moved fromSouth London to a village nearAlresford and was able to expandfrom 30 to 40 staff.The digital economyBusinesses need a strong digitalinfrastructure and an IT-literateworkforce to locate and grow inHampshire.Local economiesTechnology also has a part in sustaininglocal economies, especially areas ofunder-performance, disadvantage orrural isolation.Technology enables businesses toreduce costs, to automate processesand to manage supply chains.Fast internet links provide access tospecialist services and remote working,which can reduce travel costs, improveproductivity and increase businessagility.The internet opens up global marketsfor both large and small enterprises.For example, commuter villages areoften abandoned during the daybecause of a lack of local broadband,making it more difficult to sustain localshops, businesses and services.Good digital infrastructure can promoterural economies, compensate forlimited public transport and reduce thedependency on other public services. Itcan stimulate tourism, local investmentin new enterprises and it supports the‘Hampshire Open For...’ campaigns.
10 Principle 3 Customer in controlA major benefit of the digital revolution is that it makes it possiblefor individuals to access their own data and records and to selectservices to meet their needs, at times which suit them.Customerin controlWell-designed web servicescan provide customers withpersonalised informationand enable them to requestservices, report issues andundertake transactionsonline simply and quickly.To increase take-up ofonline services, gooddesign is essential. Poorlydesigned electronic servicescan defeat even the mostexperienced web user, andoften means additionalcontact is needed, wastingtime and money for clientand provider. Understandingour customers’ needs anddesigning web servicesaround the customerjourney are key to deliveringthe right digital services.Open data andtransparencyIn line with Governmentpolicy, more public data isbeing made available online.This includes publishinginformation about publicservice costs, contracts andplans.A key aim is to enablecustomers to understandthe reasons for decisionswe take, by making theevidence that supportsthem more readily available.As well as improving trustin public services, over timethis should also reducethe administrative burdenof dealing with specificinformation requests.Self-serviceexamplesCustomer transactions areincreasingly designed to beundertaken online.Wherever possible thisshould be fully automated,and with simple, intuitiveinterfaces from theperspective of the customer.Transaction examplesinclude placing an order ormaking a purchase, makinga payment, registering acomplaint, and reporting aproblem.
Principle 4Digital by default11More and more public services are being delivered electronically,moving to ‘digital by default’ where possible. This channel shiftshould be based on well-designed services which put customers incontrol and reduce costs, and should not widen the digital divide.“The most significant progress in 2010has been agreement by governmentthat future public services will beoffered ‘digital by default’, with helpavailable for those who struggle toaccess services without support.“I am delighted to hear thatHampshire is working on a strategicvision for the adoption of digitalservices. I strongly believe that in sodoing you will have a positive impacton the economy and the lives ofeveryone living and working there.“It’s great to hear that you aresupporting opportunity, life chancesand equality in your communities byadopting common digital servicesand infrastructure. I look forward tohearing more about the progress youare making.”Martha Lane Fox,UK Digital ChampionServices can be ‘personalised’ or tailored using technology to meet individual needs, or to assistthose acting on their behalf - friends, family, carers, local volunteers or contact centres. This canincrease choice, opportunity and service quality.Going digitalEmbracing digital channels as the default in service design wherepossible will help to stimulate:Business benefits - providing access to online markets, supply chains,electronic data and trading, for small and large enterprises, and makingthe public sector easier to do business with.Opportunity - enabling individuals and communities to take morecontrol of their lives, giving access to online data and services toimprove productivity, work-life balance and education for all.Public service reform - digital delivery lowers costs whilst protectingvital services from direct cuts, with more choice, local delivery andincreased autonomy.This does not mean that those who are not online will be left behind.Where digital channels are the default, there will still need to be supportfor those who are not online to ensure they can access every service.
12 Principle 5 Public services togetherWhere public services work together to adopt digital services, thereare real benefits to be had, including shared learning, joined-upservices and reduced operational costs.TestValleySouthamptonNew ForestBasingstokeand DeaneWinchesterEastleighIsle of WightHartEastHampshireFareham HavantGosport PortsmouthRushmoorOur customers can benefit from accessible services designedaround their needs, and the links between different tiersof government and between public service agencies canbecome more transparent.This strategy does not promote a ‘one size fits all’ approach- it encourages the adoption of common principles tostrengthen collaboration in planning and delivering servicesin the future.Collaborative working is important where there are jointambitions of social inclusion and promoting Hampshire’seconomy through the potential of technology.By working together and sharing the common goals in thisstrategy, public services can deliver efficient, quality serviceswhile reducing costs and targeting resources effectively.Communities firstThe Government’s ambition is to shift delivery of publicservices from centralised government to local delivery, givinglocal organisations, communities and independent providersa greater role in shaping the future.A strong local digital infrastructure and collaborationbetween public service partners are essential factors increating the conditions necessary to realise this goal.Havant Public Service PlazaA groundbreaking partnershipbetween Havant Borough Counciland Hampshire County Council sawthe creation of a new public servicehub for the town in 2011.Underpinned by new digitaltechnology to support sharedservices and flexible workingpractices, the Public Service Plazawill enable a new streamlined andmore efficient way of working todeliver services and information tothe public.
MAKING IT HAPPEN 13These pages provide links to existing and planned activities acrossHampshire which enable the digital strategy.Helping everyone join in• Working in partnership with schools, children’s centres,community and voluntary organisations, Hampshire Learningprovides a wide range of courses for the people of Hampshire.• Computer Skills for Life is an online resource providing simpleguides to help people to use computers.• The Village Agent pilot project is run by a partnership betweenHCC Older People’s Well- Being Team, Age Concern Hampshire,Hampshire Fire and Rescue Service and several district andborough councils. Volunteer Village Agents assist older peopleto access information to remain independent, using the internetto research the information required.• A new, updated public IT service in libraries will give access tothose who don’t have home computing and enable customersto use online services.• An ‘Everybody Online’ project in Leigh Park helped 440 peoplethrough basic ICT training, 40 people progress to certificatedtraining courses and 14 people into employment or voluntarywork.• Supported by funding from Hampshire Adult Learning andCouncillor Ellis’s rural fund, Age Concern Hampshire deliverscomputer courses for people over 50 to more than 600 newlearners across the County each year. A rural IT worker has beenappointed to increase the delivery of these popular courses inrural IT Centres.
14 MAKING IT HAPPENSupporting business growth• The Council is producing a local broadband plan andpresenting a bid for funding from BDUK to include Hampshire,the Isle of Wight, Southampton and Portsmouth.• Hampshire staff can ‘work anywhere, anytime’ with a flexiblerange of secure services, using devices such as PDAs orpersonal smartphones, to access email and calendars on themove. Outlook Web Access and Hantsnet Passport provideemail, calendar and full Office tools for home access.Customer in control• Information and advice on a wide range of services includingresidential and at-home care is provided on the web throughAdult Services’ Care Choice site.• The Hampshire Health Record (HHR) is a shared electronicrecord for people living in Hampshire, which provides amechanism for sharing information about care.• ‘My Support’ website will allow clients of Adult Services tomanage their care provision online from 2013.• The Schools Information Management System (SIMS)Learning Gateway creates a single, secure point of access into aschool’s management information system for teachers, parentsand pupils from any computer with an internet connection.• The Customer Access Strategy will focus on web servicesdesigned using Customer Insight and mapped around thecustomer journey to ensure we implement the digital servicesthat customers need.
15Digital by default• The Council’s Customer Access Strategy, which includes a WebSelf Service Programme, aims to provide web services designedaround the customer to deliver services in a cost-effective wayand through an appropriate choice of channels.• From 2012, customers will be able to book appointments withHampshire’s Registration Service.• Library users can reserve and renew items online, and receiveemail message reminders when loans are due back. A futureproject will extend this to text messages on mobile phones.• The Online Admissions system for schools was implementedby Children’s Services in 2010. Take-up of this popular servicewent from 20% of admissions in 2010 to 90% by 2011 andallowed the service to make efficiency and cost savings.Public services together• Hampshire and Isle of Wight’s new Public Service Network(HPSN2) is a high speed core network that delivers a full range ofservices to public sector partners. HPSN2 offers improved data,voice and service networks for major partners and affordablesolutions for town and parish councils and up to 800 schools.• Hampshire County Council’s catering service HC3S is workingwith schools and the Department for Work and Pensions toprovide an website for parents to check eligibility for free schoolmeals online, providing a more accessible service for families andreducing the administrative burden on all agencies involved.• The ‘Tell Us Once’ service is delivered by Hampshire CountyCouncil in partnership with the Department for Work andPensions and the district and borough councils.It enables customers to choose to allow the Registration Serviceto share information electronically and securely with othergovernment departments and agencies, such as the DVLA,Identity and Passport service, Housing and Council Tax offices.The service, currently covering death registrations, will beextended to include birth registrations.
16 OUR PARTNERSWe are working in partnership with these organisations to deliverservices benefiting everyone in Hampshire.