Newham London Borough Council is the local authority for the London Borough of Newham. It is one of 32 London Borough Councils in the capital.
The council is unusual in that its executive function is controlled by a directly elected mayor of Newham.
Newham is divided into 20 wards, each electing three councillors. The council was created by the London Government Act 1963 and replaced three local authorities: East Ham Borough Council, West Ham Borough Council and Woolwich Metropolitan Borough Council.
When did you start your current role?
Have you completed an MBA?
Order the following sources of advice/information by value to you:
2. Peer Group
Technology strategy and spending
What is the major transformational IT project that has been recently completed, or is underway at your organisation?
Customer contact channel shift
What impact will it/does it have on the organisation?
Better customer service, for less. £12m+ PA savings across 2 London Boroughs, with the same technology stack provided to a third. Up to 40%+ online self service in the 1st borough to deploy the solutions. This was as high as 67% in December as traditional face to face and telephony channels were throttled back for teh Xmas holiday period. This also helps cope with increasing demand from groups such as older people and those most negatively impacted by the recession including troubled families.
What new strategic technology deals has your organisation struck and with whom?
Oracle, EE and Cap Gemini. Various others are due to be retendered in 2014.
Name your strategic technology suppliers?
Microsoft, Oracle, Cisco, HP, EE, Visionware, XMA, Cap Gemini, Northgate.
What is the IT budget?
What is the strategic aim of the CIO and IT operations for the next financial year?
Reduce organisational expenditure by around £100M. Further development of shared serices (whole corporate back office building on successes of ICT merger). Improved corporate BI enabling better targetting of services with reducing budget. New ERP system deployement (for 7 London Boroughs).
Would you describe the CIO role as a transformation leader in your organisation?
Yes, in conjunction with business Directors and other influencial change agents.
Describe the transformations you have led / been involved in, how did they transform operations, customer experience or the organisation?
I have led the merger of ICT services for the London Borough of Newham and the London Borough of Havering. This has enabled staff and manages with better ICT functionality to do their jobs and better infrastructure reflected by higher customer satisfaction while achieving 25%+ savings. Building on this work, I have been able to support the Resources Directors from both boroughs to develop a merged corporate back office (Finance, HR, Payroll, Procurement, Asset Management, Council Tax and Benefits, Audit, Legal, ICT etc) which goes live in April 2014. I have helped drive channel shift agendas in both boroughs which has enabled millions of pounds of savings while providing better customer services due to 24/7 self-service and fully end to end process redesigned services. I have helped implement improved ERP solutions which have enabled managers and staff to self-serve and have much better BI available to help them run their services more efficiently and effectively. This solution is now being rolled out to 7 London boroughs in partnership with Capgemini as the SI, Skyscape as the G-Cloud hosting provider and Oracle as the ERP software supplier. These initiatives have run in parallel with more prosaic change activities such as enabling property portfolio rationalisation through deployment of better mobile and flexible working tools, this activity alone has provided around £2M PA of savings while supporting a more dynamic workforce with better work/life balance opportunities.
Beyond technology, can you describe a business transformation programme that you own or contribute to?
Beyond tech change, what business transformation was I involved in? In addition to the above examples, which I view as business transformation programmes "enabled" by technology. I would reference Landlord Licencing in Newham where Landlords have to register, pay and prove they are providing fit for purpose accommodation, all through an online only interface. This brought in millions of pounds of additional income for the borough in 2013/14 while improving the equality of the local private rented housing stock. This was a highly innovative business project with a significant ICT component.
What key technologies are being considered to enable transformation?
Enhanced web functionality, including a business portal, enhanced BI/Master Data Management/data warehousing capability, shared (Oracle) ERP. Cloud CRM.
What percentage of your applications / infrastructure is run from the Cloud?
Approx 10 %, but rising.
How is the use by employees of their own technology, use of mobiles and social networking impacting operations, customer experiences or the organisation at present?
Bring your own mobiles and tablets are in use (approx 1000) which provides good flexibility, as well as personally owned PCs and Macs for remote access (approx 5000), but this is under constact review due to developing information security challenges.
Do you have a plan in place for how to deal with shadow IT and BYOD. How do you influence and engage executives, place the right controls around employee choice and engage with the organisation on this issue?
Yes. Embrace it and support it, but manage and control it through the "trusted advisor" role. Pretending it doesn't exist or ignoring it is not a good idea!
Where do you seek transformational inspiration from?
Everywhere. Colleagues, Peers, industry analysts, vendors, media, other secors, private life, etc.
The CIO role in the business
Who do they report to? Resources Director
Does the CIO have a seat on the board? Yes
How often do you meet with the CEO? Monthly
Does your organisation have a digital leader and what is the difference in their responsibilities to yours?
The IT department
How many staff make up the IT team?
170. 150 permanent & 20 contract/agency. None outsourced.
Describe the CIO’s management team, do you have direct reports that develop the relationship and services between the business and IT?
1.Projects/Programmes/Strategy/Relationships, 2. Operations, 3. Information Governance & Security, 4. App. Support and Development. SO yes business relationship in 1st direct report role.
And how many log-in accounts do you issue across you organisation?
What is the primary technology platform?
Microsoft Office, web, CRM and Oracle ERP. Various for Line of Business