The City of Edinburgh Council is the second highest employer in the Scottish capital, with almost 20,000 employees. CIO Claudette Jones has led the transformation of the council's ICT services from being out of date to being leading edge for a local authority organisation with a shift in thinking away from technology to one of delivery and focusing on the customer needs.
When did you start your current role?
Does your organisation have a CDO?
What different responsibilities does the CDO have?
We dont have a separate CDO, the CIO is also responsible for digital
Edinburgh City Council technology strategy and agenda
Is your organisation being disrupted by the internet, mobility or technology oriented start-ups?
Are you empowered by your organisation to disrupt from the inside?
Describe a disruptive measure you’ve led or played a major part in?
Bringing agile project delivery and running Living Labs and Smart Hacks
What major transformation project has been recently completed, or is underway at your organisation?
We recently transformed our ICT service from to being leading edge for a local authority organisation. We delivered 5 times as many projects as previously in order to catch up, then overtake similar organisations. Our main achievement was delivering a responsive customer-designed website with full end to end transaction capability, which has significantly reduced lead times for services and the organisation is now looking at channel shift as one way of meeting cost saving objectives while improving customer service.
What key technologies do you consider enable transformation?
Its not about technology, its about a delivery attitude and focusing on customer needs.
How is mobile and social networking impacting operations and customer experience?
Significantly; we have redesigned our website to be responsive, and are channeling staff to respond to social media enquires.
Edinburgh City Council IT security and budget
What is the strategic aim of the CIO and IT operations for the next financial year?
To empower stakeholders through the use of ICT and digital
Does your IT organisation operate an apprenticeship scheme