Initial meetings and discovery projects have led to emphasis on complete service redesign using agile approach
City of Bradford Metropolitan Council is laying plans for a major digital transformation that it says will involve an agile approach to redesigning its services.
It has begun to look for a transformation partner to work with it over 18 months in designing services, with an emphasis on digital enablement, making them customer-centric and efficiency savings.
The move follows a series of meetings with a handful of potential suppliers – PwC, Deloitte, KPMG, FutureGov and Kainos – that helped to shape the council’s thinking. It says in the procurement notice that these shifted its focus from redesigning existing services to make them more efficient, towards a complete end-to-end design.
It is now looking for a partner to work with its programme management team in increasing its capacity for design and change.
While it has not yet identified all of the key services, it has said that adult and children’s social care will be included. It has also run discovery projects in housing options and revenue and benefits to establish what it can gain from an agile user-centric approach to designing services.
Fragmentation and inconsistency
“Many processes and interactions involve traditional interventions,” it says in the notice. “The customer and staff experience can be fragmented with no consistent digital delivery across services.
“The mindset in many areas remains a legacy delivery model and considerable changes need to be made to processes, being truly customer centric and addressing digital skills.”
The redesign is expected to contribute to meeting Bradford’s efficiency savings target of £30.7 million by 2020.
Image: Bradford Town Hall by Baljinder Gill CC BY 2.0 via flickr