Kirklees Technology Strategy

2020 - 2025 March 2020 Version 1.0 Introduction:

This strategy shows how we will embrace modern technology to have a positive impact on the people of and deliver the shared outcomes for our borough. Introduction: People, Partners, Place: Modern society has become dependent on technology and it is an Technology alone cannot deliver change. We need to innovate and intrinsic part of our everyday lives, our work and leisure time. transform by working and engaging with people. We need to build Technology brings opportunity to do things differently and more relationships based on trust with partners, businesses and communities effectively, however, it can also introduce complexity and inequalities to provide solutions and make the most of the opportunity technology which need to be carefully managed. can present. We intend to become an exemplar demonstrating how an ambitious Place-based working starts with an intelligence-led recognition of the and confident technology strategy can have a positive impact on diversity and strengths to be found across Kirklees. We recognise that people’s lives and our environment. technology is not a one size fits all solution. For technology to be relevant to the diverse people and communities, we need to work with people in As a result of this strategy, we expect to: the design, development and delivery of services. • Support our colleagues to be effective; It is important to realise the benefits of working in partnership with • Improve the resilience of our core technology services; many groups so we can build on our joint strengths to deliver this • Drive efficiency through improved business processes; strategy. We have consulted with and will continue to work with: • Keep information secure and derive intelligence from it; • Councilors and senior leadership teams; • Ensure everyone has the capability to be digitally included; • Delivery and enabling teams, e.g. Kirklees Digital Partnership; • Connect businesses, people and technology across Kirklees; • Strategic plans, e.g. and Blueprints; • Create innovation over the internet. • Partners including NHS, Locala, WYCA and Network Rail; The purpose of this strategy is to describe the framework and • Huddersfield University and Kirklees College; ambitions to deliver opportunities for change over five years. • Voluntary sector, e.g. Conscious Youth CIC; The plan will articulate the immediate future and will be reviewed on • People in Kirklees on specific projects, e.g. carers; an annual basis to ensure it remains relevant and continues to support • Businesses and digital infrastructure providers. the delivery of our corporate plan. Why technology is important and what it must support:

Global and national influences Kirklees Council’s Corporate Plan The Internet and Technology have significantly changed the way we do The technology strategy will support the delivery of our Corporate Plan business, the way we communicate, and the places in which we live, “Our vision for Kirklees is to be a district which combines a strong, work and play. sustainable economy with a great quality of life – leading to thriving communities, growing businesses, high prosperity and low inequality Technology, and its impact, is changing at a rapid pace. The way where people enjoy better health throughout their lives.” consumers use technology, communicate and transact with organisations will change the way Kirklees Council delivers services. Kirklees has some of the best digital connectivity in the country and can underpin plans for the regeneration of our major towns and places. We need to work with people to ensure that those who use the services we provide benefit from these advancements, but we must also ensure We will put people at the heart of our strategy, so they are able to benefit any risks are managed effectively. and feel included when accessing and using technology services. The following are key national themes we must consider the We will work with partners to provide technology services across Kirklees opportunity and impact of: that address the diverse needs of people and places. • The internet on our town centres; • The increasing importance of environmental sustainability; • Exponential growth of consumer technology; • Full fibre networks and rollout of 5G within 5 years; • Decommissioning of traditional telephone services; • Cyber as a Tier 1 threat to National Security; • Intelligent devices in digitally connected places; • Advances in machine learning and voice technology; • Move away from closed public sector networks; • Privacy and ethical use of data. Our vision and ambitions: “We will work together to deliver innovative, effective and sustainable technology services that are designed around our diverse places and the needs of our people, partners and businesses.”

Getting the basics right. Developing inclusive technology and skills. We will provide the right tools and technology for people to Working with partners across sectors, we will invest in new efficiently and effectively do their job requiring little technology and skills to develop a digitally capable workforce intervention from the IT service, ensuring their needs are at and improve skills and opportunities for residents to support the heart of the service we deliver. them in the internet age. Enabling resilient and available infrastructure. Connecting people, business and technology. We will develop an internet first approach for partnership We will facilitate significant infrastructure investment across working built on highly-available, ultrafast connectivity with Kirklees to support business growth, inclusive connectivity for resilient services in key locations across Kirklees. people and wide-ranging capabilities via internet connected devices. Commissioning applications fit for the future. Delivering class leading internet services. We will collaborate with services in their redesign and We will create and deliver class leading services designed transformation, rationalising the applications and enabling around the people that use them, in ways that meet the the efficiency of business processes designed around the needs and expectations of the internet age. needs of people. Using data intelligently and securely. We will ensure the accurate, secure and timely collection of data to derive intelligence and value for the council and partners and empower people to make informed decisions. Getting the basics right: “We will provide the right tools and technology for people to efficiently and effectively do their job requiring little intervention from the IT service, ensuring their needs are at the heart of the service we deliver.”

We will deliver an ambitious strategy that increases the positive impact The outcomes we expect: that technology has on the Council, its shared outcomes and the people we serve. We provide fundamental services that the workforce, • Our workforce will be empowered and skilled to make the best use depend on to do their jobs and for Council operations to run smoothly. of technology. They will have access to the technology they need to Thus, whilst we are ambitious, we need to get the basics right for the work efficiently and effectively in any location. council to be efficient and effective. • They will experience less disruption as a result of technology issues. We must ensure that people are at the heart of everything we do by When issues occur, they will have access to a more consistent and understanding their needs and providing them with the tools and excellent customer experience. technologies they need to do their jobs well. These services must be • They will engage with a proactive, business-led service which puts resilient but if issues do occur, we want to minimise disruption. We their needs at the heart of everything it does. Their business need to modernise our service through new delivery models that are as challenges will be understood, and we will work together to customer centric and automated as possible. implement technology solutions. We need to move from being a simple provider of technology, towards • They will benefit from the transformation opportunities of a business solutions provider and transformation partner. This will technology and potential benefits for the environment and their involve proactive engagement with our customers to understand wellbeing. business challenges and co-design solutions that increase their efficiency and effectiveness. What have we achieved so far: We will strive to use the power of technology as an enabler of change • Over 6000 Windows 10 devices with Office 365 have been deployed to support our customers to realise the exponential impact it can have resulting in far greater opportunities to work flexibly. on all of the council’s strategic outcomes. This will require collaboration with them and the people of Kirklees to proactively engage, educate, • Provided the capability for video conferencing into 26 meeting rooms identify opportunities, and co-design solutions. with the provision of audio-visual equipment. Getting the basics right: “We will provide the right tools and technology for people to efficiently and effectively do their job requiring little intervention from the IT service, ensuring their needs are at the heart of the service we deliver.”

What we plan to do: 1. Engage with our customers: We will make changes to become a more customer-led service, creating a proactive engagement function to work with colleagues to manage their business challenges. 2. Deliver a service improvement programme: We will undertake a service improvement programme to ensure Kyle Paine – Kirklees IT Support our operating model, skills, self-service, automation and “I’ve been working in the IT Service in Kirklees for over 20 years now, and prevention better meets customer needs. whilst technology is what we do, there is so much more to getting the basics right when it comes to helping colleagues across the council get the 3. Modernise the technology offer: most out of what we provide. I now work in Civic 3 close to our Councillors We will provide reliable and functional technology designed and executive leaders. It’s great we have a presence here that colleagues around the needs of colleagues and their job roles. We will strive find beneficial too. I can really get to understand their needs and to improve services to reduce failure and disruption. demands, so I can provide a more in-depth personal service based on good relationships. I’m really enjoying working in this way because I can 4. Exploit the power of technology: see the difference I’m making and that gives me great pride in what I do.” We will work with colleagues to identify opportunities to exploit technology to create exponential change. This will involve learning, engagement and co-producing solutions. Efficient and effective: Greater personal service. What will success look like: We will put a greater focus on delivering support face to face in order to • Improved customer satisfaction. improve our understanding of how technology can make a difference in • Reduced service desk contacts. service delivery, improve learning and understanding for our end users, reduce the time taken to resolve problems and the need to travel. Enabling resilient and available infrastructure: “We will develop an internet first approach for partnership working built on highly-available, ultrafast connectivity with resilient services in key locations across Kirklees.”

Kirklees Council is a complex organisation covering a large geographic The outcomes we expect: area with services being delivered across many places and other partner organisations. Our ‘internet first’ approach will ensure people • Our assets and partners will be connected to gigabit-capable will be able to access services from any of those organisations and infrastructure across Kirklees. work in places across Kirklees and with partners nationally. • Residents and businesses will benefit from resilient and fast The expectations of being ‘internet first’ requires resilience across all of infrastructure through the Council’s positive influence on digital the services we offer. Kirklees Council delivers critical services around infrastructure providers. the clock and those services, some of them cloud based, need to be • People and partners will have fast round the clock access to services available as near to 99.99% of the time as possible. and applications regardless of their location. Therefore, we need to have reliable technology and the internet • People and partners will have access to new purely digital connectivity for people to communicate with each other and access the infrastructure to deliver a wide range of assistive technology services applications they use whether within a council location, a partner and future health and wellness services. location or at home. We need to ensure that they can get on with their jobs by maintaining robust and fast central data services such as file What have we achieved so far: storage, applications and communication. • Over 200 council buildings, schools and academies have full fibre As we build our own capabilities, we also need to ensure we are internet connections all capable of gigabit connectivity. enhancing the technology services available to people across Kirklees • 1400 people have used GovRoam to connect to their organisation particularly around care, wellbeing and learning environments. either in a Kirklees building or a partner location reducing the need for travel. Our infrastructure planning can lead to wider investment that benefits local businesses and partner organisations that will enhance our • We have ultra fast data processing in a low carbon data centre, and economy and attract investment that benefits all our residents. capacity for growth within another resilient site. Enabling resilient and available infrastructure: “We will develop an internet first approach for partnership working built on highly-available, ultrafast connectivity with resilient services in key locations across Kirklees.”

What we plan to do: 1. Procure new resilient network services: We will redesign and replace the core of our network and invest in the development of robust cost-effective ultrafast resilient services across Kirklees. 2. Invest in full fibre across Kirklees assets: We will work with network providers to ensure every council asset Graham Booth – Highburton CE (VC) First School and where possible partner assets have full fibre access capable of “Our school has increased the number of devices and programs so the delivering cost-effective gigabit speeds. demand for a robust, high-speed and reliable network is greater than ever before. Much faster and reliable ‘full fibre’ access to the web has 3. Design ‘always on’ data processing services: allowed staff to work more efficiently and confidently without We will undertake a technical review of our data processing unnecessary disruptions. The children can access programs to enhance all services to ensure we benefit from cloud computing, new subjects taught at our school and the opportunity to collaborate with their technology and existing investment to ensure services are classmates through technological applications has made lessons exciting available 99.99% of the time. and fun. We believe technology is very important and children should be able to access different devices, programmes and applications from the 4. Replace out of date technology: start of school.“ We will work with our partners to identify and replace out of date technology services enabling capacity to deliver new complimentary solutions across Kirklees. Connecting futures: Full fibre places. What will success look like: Ensure every school in Kirklees has access to gigabit capable fibre optic internet connectivity in order to provide the very best learning • Greater flexibility for delivering critical services. opportunities to young people across Kirklees and to maximise the opportunity for the market to deliver ultra-fast connectivity everywhere. • Service availability moves towards 99.99%. Commissioning applications fit for the future: “We will collaborate with services in their redesign and transformation, rationalising the applications and enabling the efficiency of business processes designed around the needs of people.”

Kirklees Council relies on business applications to drive its operations The outcomes we expect: on a day to day basis, as well as provide ways for the people we serve to interact and communicate with us. Applications drive our business • People will have access to applications that meet their needs and are processes, capture our data, underpin our class leading internet fit for purpose, integrated, accessible, standards based, flexible, services, and generate valuable insight for decision making. automated and embedded, thus enabling the Council to operate efficiently and effectively. Kirklees Council has over 200 applications that support many business functions. The public sector marketplace has tended to design • Vendors will engage with the Council as a strategic partner to create applications around specific business units resulting in some a vibrant and innovative marketplace and explore opportunities to duplication of processes and data. get greater value from existing applications. • The Council will benefit from regional strategic procurement We need to work closely with council services and partners to programmes, reducing cost and increasing information sharing with understand their business needs, identifying opportunities to release our partners. the value of existing investments by exploring their use and opportunities to automate more human processes. When we replace • People will benefit from an optimised approach to the design, applications we must identify how to transform the services we selection, procurement and deployment of applications that enable provide at the same time. business transformation and change. We need to look for opportunities to work with our partners to What have we achieved so far: improve the services we deliver through better applications and sharing of data. The & Humber Care Record is an example of • Liquid Logic has been implemented for Children’s casework how Health and Social Care data should be processed consistently management with a plan for continuous improvement in place. across a much wider system to deliver services to people to support • Jontek Answerlink has been implemented bringing benefits around wellness and independent living. future proofing, automation, insight and flexibility that supports assisted living and safe remote working. We need a greater focus on customer engagement, business analysis, transformation and relationships with people and partners, to ‘shift’ the market to better respond to our needs. Commissioning applications fit for the future: “We will collaborate with services in their redesign and transformation, rationalising the applications and enabling the efficiency of business processes designed around the needs of people.”

What we plan to do: 1. Design around the needs of people: We will define an approach to deploying new applications that is focussed on providing a consistent customer-centric design driven by transforming business outcomes. 2. Review our applications: We will review the suitability of our existing applications, Jonnie Smith – Kirklees Neighborhood Housing identifying unused or missing functionality, reducing process "Before I leave home, I open my tablet and look to see what work I have duplication and increasing computer automation. on. First on my list of tasks is signing up a new tenant. It’s great I can do this all online with the customer. In the 'old days' I would have had to go 3. Engage with the market: into the office first to print everything and return to update our systems. I We will develop a new approach to engaging the application can now spend more time helping our tenants rather than doing admin supplier market in order to ensure the Council is a strategic tasks and travelling. I see a note about a nearby tenant in rent arrears partner, seeking best value with innovative vendors. requiring some help. I pop round and discuss the issue with them, they tell me they have fallen behind, so I make an online referral for debt advice 4. Improve solution procurement: and agree a repayment plan. I also book them an appointment with the local credit union to try and prevent this happening again." We will improve our procurement capabilities in order to provide enhanced routes to market working with regional partners on joint procurements and put the needs of people at the heart of the solutions we buy. Adopting the approach: Replacement housing system. What will success look like: We will take the opportunity, with the procurement of a new housing system, to develop new ways of working that support enhanced service • Fewer applications providing richer services. delivery for our tenants, ensuring housing needs are met and staff are • Better market engagement and impactful procurement. empowered to be more responsive to our customers requests. Using data intelligently and securely: “We will ensure the accurate, secure and timely collection of data to derive intelligence and value for the council and partners and empower people to make informed decisions.”

Kirklees Council collects, records, maintains and shares information for The outcomes we expect: the purpose of service delivery. Some of the information we hold relates to our assets from street lights to buildings, but the majority • People will be confident that their information is private and relates to people who are protected by data protection legislation. protected and will understand how the council and partners use their data to deliver outcomes for them. Data protection is about ensuring people can trust us to use their data fairly and responsibly. Technology alone cannot provide the assurance • Kirklees Council’s systems and information assets will be protected we need to comply with legislation but it can support processes to against cyber threats and our workforce will be able to identify cyber ensure information is accurate, secure, and timely. Everyone must also risks to ensure information assets are better protected. understand their role in ensuring we achieve this ambition and we • We will be able to share information with partners more effectively must ensure the technology we provide supports them and is designed to support the delivery of key outcomes on wellness, independent around their needs. living and best start in life. In order to become an intelligence-led organisation we must ensure all • The council, partners and people will be able to make intelligence of our information assets are fit for purpose and provide the tools and based decisions using information and data that is reliable, available environment to maximise the potential for the council and partners. In and accurate. order to maximise the potential for partners we must ensure we have robust mechanisms for sharing information and intelligence. What have we achieved so far: Information Assets have great value and that value unfortunately • Carried out two cyber risk assessments supported by the Local attracts criminal activity. Cyber is recognised as a Tier 1 threat to Government Association and National Cyber Security Centre and national security and we must ensure our technology, people and delivered a strategy and improvement plan. processes are capable of handling that threat. We must constantly • Identified our information assets and carried out privacy impact ensure the entire system is fit for purpose from identifying threats, assessments in line with the Data Protection Act. managing the governance through to technical solutions to detect and • Delivered the first phase of technology and systems to support the remove threats. move to becoming intelligence-led. Using data intelligently and securely: “We will ensure the accurate, secure and timely collection of data to derive intelligence and value for the council and partners and empower people to make informed decisions.”

What we plan to do: 1. Review our information assets and data flows: We will carry out a comprehensive review of our information assets and data flows alongside the applications review, building on existing intelligence, to ensure the data we collect fulfils the expectations of service delivery and the provision of intelligence. 2. Collaborate on cyber threats: Dr Simon Parkinson – Huddersfield University We will engage with partners to defend our information assets and “In the Centre for Cyber Security we focus on the development of systems from cyber threats through improved threat intelligence, intelligent techniques to identify and react to cyber threats from data detection, and incident management. sources available within IT infrastructure. We aim to help security practitioners identify threats and vulnerabilities within their system, 3. Create awareness of essential cyber skills: ensuring a safer working environment for all. Working with the Council is We will ensure our workforce, councillors and residents are aware truly mutually beneficial. Researchers gain a first-hand understanding of of essential cyber skills to identify and deal with threats in order to the challenges faced in a large organisation, enabling them to work on keep our information assets safe. innovative solutions. In addition, case study material for teaching is generated, allowing us to better equip our students with knowledge and 4. Deliver online intelligence services: expertise required by industry.” We will provide the technology and capabilities to support the intelligence strategy of the council working with partners across the region. Innovative solution: Machine Learning Cyber Protection What will success look like: We will support the University of Huddersfield in the development of a free to use system for analysing and learning computer and human • Data and intelligence provided proactively. activity to identify possible risks associated with cyber security and loss of • Reduced impact of cyber attacks. information assets. Developing inclusive technology and skills: “Working with partners across sectors, we will invest in new technology and skills to develop a digitally capable workforce and improve skills and opportunities for residents to support them in the internet age.”

Kirklees Council presents many services over the internet and for many The outcomes we expect: people the internet has made life significantly simpler and provides more choice than ever before. We must ensure our residents have • The Council will have a digitally skilled workforce who have the choice when accessing services and feel confident when choosing to do appropriate technology to work more effectively with partners in so on the internet. Kirklees places and beyond. Unfortunately the internet has also created problems from the demise • People will be able to develop their technology skills becoming of the high street to the rise in online crime. Within five years the ‘digital citizens’ and have better access to technology, online services ability for people to choose how they access services not delivered by and employment opportunities. the council will diminish across many sectors which may result in them • People will have greater opportunity when accessing services using feeling excluded and potentially worse off. smart technology, including apps on phones, smart devices like Amazon Alexa, and wearable technology like smart watches. Digital inclusion starts with the ability to connect but we also need to equip people with the skills, motivation and trust to go online. Not only • The Council will offer more free connectivity across our assets and do we need to give people choice as to how they access our services, places allowing much greater access to education, training, but we should also provide innovative solutions using smart devices employment and lifelong learning. that consider their needs. What have we achieved so far: We also need to equip our workforce with the right skills to work efficiently and effectively and support them to deliver our corporate • We have created an Amazon Alexa service that allows people to outcomes with technology solutions that they feel confident using. enquire about bin collections and report missed bins. • Over 26,000 people have connected to public access Wi-Fi across our We need to work with partners across Kirklees to deliver lifelong public buildings and office spaces. learning opportunities to support people looking for work but also look to develop technology skills needed within the region to sustain • We have provided internet access and support for people visiting our investment and the local economy. customer service centres. Developing inclusive technology and skills: “Working with partners across sectors, we will invest in new technology and skills to develop a digitally capable workforce and improve skills and opportunities for residents to support them in the internet age.”

What we plan to do: 1. Provide digital training for our workforce: We will partner with Kirklees College to create a ‘digital skills’ development programme ensuring our workforce has the right skills and devices to work efficiently and effectively. 2. Empower people to become Digital Citizens: We will engage with partners across sectors to support all Kirklees Sophie Simpson – Conscious Youth CIC residents to become Digital Citizens by providing access to “Disadvantaged and vulnerable young people, particularly those at points technology and lifelong learning opportunities. of transition in their life, are most at risk of being digitally excluded. They may lack the access, support, opportunity, technical ability, confidence or 3. Develop an inclusive technology approach: motivation to develop basic digital skills needed in everyday life. Passive We will work people and partners to develop an inclusive consumption of online entertainment isn’t digital inclusion and doesn’t approach that will be embedded in our internet services. We will develop the skills they need to gain employment, study or the basic skills ensure our content and services are accessible and available across needed to navigate the digital world. The development of digital skills for multiple platforms and channels. the young people we work with requires space to explore, support to learn in a non-formal setting, confidence building and access to 4. Explore technology opportunities: equipment.” We will work with partners and businesses to continually review how technology can have a positive and inclusive impact on the lives of people in Kirklees. Inclusive learning: Digital Conscious Youth What will success look like: We will partner with Conscious Youth CIC to deliver digital skills engagement for young people , by providing the technology capability and • Greater take up of online services. encouraging colleagues and partners to volunteer to help develop the • Improved skills across sectors. skills of our young residents. Connecting people, business and technology: “We will facilitate significant infrastructure investment across Kirklees to support business growth, inclusive connectivity for people and wide-ranging capabilities via internet connected devices.”

Kirklees Council has an ambitious economic strategy, the goal of which The outcomes we expect: is to be an attractive place to establish and develop a business, a destination for people to find work, be educated, develop themselves, • People will have access to ultrafast connectivity with connected support others by volunteering and live fulfilled lives. devices supporting their wellness, their ability to live independently longer and be better connected to family, carers, and with health The development of a vibrant digital economy is a key component of and social care services. that strategy, underpinned by access to ultrafast digital infrastructure and connected smart technology. The economic success of the region • Physical infrastructure and assets will be better deployed, managed will increase opportunities for people and ensure that those who want and maintained using ‘smart’ technology, sensors and connected to live in Kirklees can work closer to home in clean and green well devices. connected places. • Complex issues will be tackled by collaborating and supporting a thriving voluntary and community sector, partners and local Huddersfield is already one of the best digitally connected towns in the businesses using new technology and approaches to connectivity. North of , and Kirklees has attracted investment from City Fibre, Fibre Nation and Openreach. The Network Rail investment also • Businesses will have access to gigabit and 5G infrastructure in order allows places like Marsden, Slaithwaite, Mirfield, Dewsbury and Batley to thrive which will contribute to a vibrant and sustainable economy. to get access to digital services like never before. What have we achieved so far: We need to work with partners, the voluntary and community sector and businesses to make best use of the opportunity for people using • City Fibre and Fibre Nation have announced ambitious build plans smart devices. Internet connected smart devices can support a better across Huddersfield, Dewsbury and Batley connecting around approach to wellness, support independent living and reduce the 140,000 properties. impact of unnecessary journeys and missed appointments. • Openreach have announced their intention to deliver full fibre in two rural places in Kirklees centred around the Flockton and We need to explore how technology can benefit places and exchanges. communities by contributing to the creation of online places that support cohesion and can help people feel safe in their own homes • EE have announced their expansion of the 5G network into with the use of connected devices like internet video cameras and door Huddersfield. bells. Connecting people, business and technology: “We will facilitate significant infrastructure investment across Kirklees to support business growth, inclusive connectivity for people and wide-ranging capabilities via internet connected devices.”

What we plan to do: 1. Engage with businesses , partners and the voluntary sector: We will implement a structured approach to engaging with businesses, partners and voluntary sector in the region to drive technology adoption and to address the challenges of the future. 2. Provide internet access in more places: Anita Mottram – Principal Occupational Therapist We will review the services we provide across all our assets to “As an Occupational Therapist I can see through increased use and influence infrastructure investment and ensure people can access availability, of 'Assistive Technology', whether that be in the form of the internet and to support their needs. equipment, adaptations, new smart technology or virtual reality devices, we will have greater opportunities to promote positive outcomes for 3. Develop a new care delivery model: people we care for in Kirklees. There are now a multitude of devices and 'apps' which can enable people to keep connected with family and social We will work with partners to identify and implement new networks, manage their health and wellbeing, and allow them to attend technology to deliver care that helps people be well, live health or social care appointments without leaving the house. We will independently and receive joined up digital care services. also be able to support people doing things we take for granted from 4. Support infrastructure investment: shopping online to having a robot vacuum cleaner clean the carpets.” We will support major investment by digital infrastructure providers to ensure all residential and commercial properties get access to full fibre and 5G infrastructure. Connecting People: Connected Care We will engage with partners and smart technology providers to What will success look like: innovate the delivery of social care and wellbeing by combining consumer • 100% coverage of ultra-fast internet connectivity in Kirklees. devices and intelligent systems to provide proactive services designed around the needs of people. • Smart technology embedded in future services. Delivering class leading internet services: “We will create and deliver class leading services designed around the people that use them, in ways that meet the needs and expectations of the internet age.”

The development of the My Kirklees Account has demonstrated our The outcomes we expect: capability of delivering web based transactions to ensure our residents get access to services that are accessible, simple to use, provide depth • People, partners and businesses will have access to high quality of process and immediate feedback. information and available online services designed around their needs and the place where they live and work. The approach to developing web based services has long been predicated on the need to ‘channel shift’ and reduce ‘failure demand’ • The Council will have access to a robust set of customer data so people use the cheapest channel just once when transacting with generated using the online tools that will enable them to enhance the council. This model has made processes simpler for residents but the services they use. we must also ensure the opportunity to transform services across • People will be able to access council and partner services using wider systems is explored. internet tools they use on an everyday basis, such as Amazon Alexa, Facebook and WhatsApp. We need to redefine the starting point for the design and development of future internet services that meet the needs and expectations of • People will benefit from connecting consumer technology devices people in a much more connected world. such as smart watches, home sensors and smart appliances to feel safe, well and independent at home. We must deliver a wide range of digital information outlets, explore new communication channels, create an environment of digital What have we achieved so far: innovation, and develop data sharing services and customer centric transactional experiences. • 130,000 Households have registered for a My Kirklees account of which over 25,000 people receive bills and notifications digitally. This strategy has demonstrated the need to ensure we put the building • Designed and delivered a Blue Badge process working directly with blocks in place to maximise the benefit of the internet and connected people with ‘hidden’ disabilities. smart technology for the council, our residents, partners and businesses across all of the places in Kirklees. • Developed innovative solutions using tablet devices to deliver self service solution document ‘scanning’ in our customer service The ultimate aim is that the majority of people in Kirklees will have the centres. capability and confidence so they choose to connect with the council using the internet services we provide. Delivering class leading internet services: “We will create and deliver class leading services designed around the people that use them, in ways that meet the needs and expectations of the internet age.”

What we plan to do: 1. Further develop our internet services: We will put people and their needs at the heart of the design of new internet services built around smart technology and ‘apps’ that are the default choice when interacting with the council. 2. Integrate data across sectors and boundaries: We will work with partners regionally to maximise the effective David Macdonald – Carer sharing of data to provide joined up services particularly for health “I am a working family carer for my Dad. He has two types of dementia, and social care. vascular and Alzheimer's and is also visually impaired so his needs can be quite challenging. He came to live with us but withdrew more and more as 3. Refresh our communication channels: his condition deteriorated and he had problems with his memory. Whilst We will review and refresh the council’s information provision and away one weekend, Dad’s carer told us that our Alexa was playing songs contact channels in line with the Communication and Customer from the 1950s all day. Turns out Dad remembered how to get Alexa to Access strategies. play music and had a great weekend and still enjoys going back to the 50s. We’ve now got Alexa to remind for things like medication, turn the lights 4. Innovate. Innovate. Innovate: on at certain times and read stories. It’s amazing what we can do now to help Dad with smart systems over the internet.” We will continually review the technology market working with partners and businesses to bring innovation and ideas to improve outcomes in Kirklees. Big Idea: The Kirklees Technology Innovation Collective What will success look like: Pull together a multi-discipline, cross sector, technology focused group • More people accessing internet services. looking at how we can generate ideas and innovation that can shape the • Kirklees will be a place for innovation. way we provide solutions to problems faced by our residents. We can then work with local groups and businesses to bring those solutions to life across Kirklees. Plan: (Sample Illustration)

Plan 2020 2021 2022 2023

1. Engage with our customers:

2. Deliver a service improvement programme:

3. Modernise the technology offer:

4. Exploit the power of technology: Getting Getting right. thebasics

1. Procure new resilient network services:

2. Invest in full fibre across Kirklees assets:

3. Design ‘always on’ data processing services:

4. Replace out of date technology: Initial plan will be populated and regularly refreshed.

Enabling resilient resilient Enablingand available infrastructure. available

1. Design around the needs of people:

2. Review our applications:

future. 3. Engage with the market: Commissioning Commissioning

4. Improve solution procurement: applications fit for the for fit applications

1. Review our information assets and data flows:

2. Collaborate on cyber threats:

3. Create awareness of essential cyber skills: andsecurely.

4. Provide online intelligence services Using data intelligentlyUsing