Agile Delivery of Online Service Improvements
24/7
access to council services for all residents
Successful deployment of agile ways of working
Challenge
Local authorities are facing unprecedented challenges in response to austerity, funding reductions, demographic pressures and the need to become more efficient and commercially minded. The London Borough of Camden embarked on a three-year digital transformation programme, designed to facilitate its response to these financial pressures. The “Customer Access Programme (CAP)” was designed with the sole aim of improving the experience of local residents and businesses trying to access council services within Camden. Albany Beck was initially approached by Camden’s Programme Director, who was aware of our reputation in the delivery of complex change & transformation programmes, for advice and support through this complex digital transformational change.
“We quite simply could not have achieved the project deliverables and aggressive cost savings (£3.3 mil p/a) without Albany Beck’s support. The project’s success resulted in us winning the prestigious ‘UK Digital City’ award”
Solution
Albany Beck worked closely with London Borough of Camden to understand the challenges associated with the transformation. Within a few weeks, we deployed a small team of specialists to support the initial phase of Camden’s CAP programme. The Programme Director was impressed as the team met all of the deliverables agreed for the first phase of the programme and trusted in Albany Beck’s ability to drive the programme forward. A close working relationship with the council enabled the team to be a true extension of its transformation programme, delivering and fulfilling the most complex digital aspects of the transformation programme, both on time and within budget. The ability to balance technical proficiency with cultural fit was critical to the project’s success. The teams have been wholly committed to CAP’s hard and soft deliverables, through every phase of the programme. This has allowed them to really embed into the council, spreading the agile philosophy to effectively educate the whole organisation about an entirely new way of working. Many successes were achieved through the transformation to include the launch of new and improved online services: Parking, Adult & Children’s Social Care, Planning & Building Control, Council Tax, Rubbish & Recycling, Housing and Payment Services.
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