Technology

How the public sector can deliver ROI through technology

David Morton highlights three approaches public sector organisations can use in the back-office to maximise the return on technology investment

With local authorities and government departments continuing to face budget pressures, it is crucial that investment in technology delivers significant value by cutting costs and enhancing the quality of services.

We’ve seen how digital self-service platforms are transforming citizen-facing services in the front-office, creating value by enabling employees to focus more of their time on helping people with more complex enquiries. But there still remains a real opportunity across the back-office where investment in technologies, such as robotic process automation (RPA), cloud computing and shared services, can deliver substantial savings and free-up resource.

Here are three approaches councils and government departments can adopt to reap these benefits:

1. Creating agility through RPA workforce able to mimic human processing The burden of repetitive administrative of high-volume, time-consuming tasks. tasks is significant – our own research Some local authorities are already reaping revealed that 57 per cent of government the benefits of this technology. Neath organisations see more than a tenth of Port Talbot Council has transformed its staff spending the majority of their time on HR operations using an RPA solution that these activities. Streamlining key functions combines public sector process expertise with such as HR, payroll and procurement can automation technology. The platform now help to address this challenge, empowering automatically manages key functions such as teams to focus resource on elements of their Disclosure and Barring Service (DBS) requests role that rely on a human touch. and returns and employee information

Intelligent technology, such changes. Since its introduction in as RPA, provides a new August 2018, the technology route to achieving this. Following rules-based business processes, it interacts with systems in the same way that people do. This creates an agile, virtual The principle of shared services is not a new one, but as technology advances, we are beginning to see a peak in demand has handled more than 12,000 transactions, saving a total of 1,000 hours of employee time. Introducing RPA also provides an opportunity E

Delivering on the promise of digital Britain

The UK has taken an early leadership position on 5G, with all four of the countries MNO’s launching their initial services in 2019

The country is also seeing rapid fibre deployment, as it attempts to boost its Fibre To The Home (FTTH) penetration levels. 2020 will be a pivotal year for British telcos and service providers as the country strives to provide ubiquitous, gigabit connectivity to more than 60 million people.

Connected Britain is the B2B event which helps organisations to keep up to date with the latest developments in the connectivity market and is ultimately the best place to understand the regulatory and financial landscape for digital infrastructure investment in the UK.

The 2020 series continues to focus on the wider implications of the Digital Strategy and explores how the UK can tackle emerging challenges head on to become a leading player in the digital revolution.

Launched in 2015, Connected Britain has gone from strength to strength, starting as a 200 attendee event, doubling in size each year and now expecting 2,500 attendees in June 2020. Its most recent success saw the event crowned the winner of the PPA’s Independent Publisher Awards’ Event of the Year 2019.

So how did it get here?

Ultimately, it’s down to a great concept carefully executed. In 2015, Connected Britain was all about building high-capacity telecom networks, but now it is the preeminent digital economy event for the UK. Since then the content has evolved to include tracks on building a connected society, promoting digital literacy, delivering the cities of the future, digitising the UK’s workforce, building digitally connected national infrastructure and more. There will be nine streams in total for 2020 with over 350 speakers and 2,500 participants.

Connected Britain receives only the most senior and influential speakers in the industry, including in 2019 the CEO’s of Three, TalkTalk and Openreach amongst a line-up of 160 speakers – 31 of whom were CxO’s of major UK telcos. However, the real uniqueness of Connected Britain is its many relationships that have been built with the public sector including both national government and local authorities. To quote the Chief Strategy Officer of Community Fibre, Connected Britain is ‘one of those rare conferences where all the players are in one place and engaged in real debate’.

Connected Britain also offers a unique platform for industry startups to engage with potential partners and investors thanks to the dedicated Startup Zone and Stage. Additionally, 2018 saw the launch of the Connected Britain Awards, recognising the best and most

innovative players from across the industry.

Rob Chambers, Total Telecom managing director, said: “Connected Britain just gets stronger and stronger and has become the definitive platform for all the critical discussion points in moving the UK network forward. Every year we have more conference streams, and a total sell-out of tickets and exhibition space. Anyone who has an interest and involvement in our network and its future needs to be here in June 2020!”

With connectivity now central to everyday life and work, we see no sign of Connected Britain’s growth slowing.

Now in its 6th year, Connected Britain will return to the Business Design Centre from 18-19 June.

About Total Telecom

Since 1997, Total Telecom has provided the connection between the buyers and sellers in the global telecom market. We do this through high quality editorial content and events to facilitate discussion on industry issues, and recognise innovation and excellence by companies and individuals.

Our community of over 120,000 telecom professionals relies on Total Telecom for daily news and regular in-depth insight, delivered through a number of channels including online, video, social media, and at our series of events. L

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www.totaltele.com/connectedbritain

 for employees to learn new digital skills. By adopting a build-and-deploy model, public sector departments can access best practice consultation and training to enable employees to run and monitor the processes in-house, boosting longterm efficiency savings even further.

2. Making the move to the cloud

Another solution that can drive return on investment is Enterprise Resource Planning (ERP), which brings together multiple backoffice systems and integrates them seamlessly into one easily-accessible platform. ERP systems are naturally flexible, suitable for large and small-scale solutions, covering full end-toend business processes or individual services. When adopting these technologies, move them to cloud. Doing this equips the public sector with the enhanced security and back-up protection offered by the cloud, as well as the opportunity to introduce innovation and new platforms quickly, with the solution able to be scaled up or down instantly to meet demand. This enhances agility and helps to drive down costs by allowing departments to only ever pay for what they need. The potential savings of this approach are significant. Arvato is supporting the Department for Transport’s (DfT) with the migration of its existing ERP platforms to the cloud, in partnership with cloud services company Mobilise.

Another key benefit of making the switch to the cloud is the elimination of maintenance costs for data centre hardware. For the DfT, adopting cloud infrastructure has reduced the cost of its ongoing rack management by 45 per cent and eliminated the need for a ‘technical refresh’ of the department’s physical data centres. Overall, this has delivered a multimillion-pound saving over four years.

3. Powering shared services through technology

The principle of shared services is not a new one, but as technology advances, we are beginning to see a peak in demand. Its ability to provide the resource to consolidate and automate key administrative tasks helps to make every process as efficient as possible, allowing employees to focus on value-added or citizen-facing activities.

It’s clear that by entrusting time-intensive processes to digital platforms, the public sector has a significant opportunity to demonstrate maximum return on investment through technology

David Morton, Sales and Solutions Director, Arvato CRM Solutions UK Crucially, shared services create economies of scale by consolidating business operations and solutions. Underpinning these services with technology helps to generate even greater efficiencies, streamlining processes to enable additional functions, such as automation and self-service, to be introduced more simply. Packaging services together within one centralised, standardised digital platforms also allows for a single, real-time view of operations, tightening control over key policies and procedures, and delivering enhanced speed and accuracy of service delivery.

We rolled out a shared services solution for the DfT and its executive agencies, including the Driving and Vehicle Licensing Agency (DVLA), Highways England (HE), the Maritime and Coastguard Agency (MCA) and the Driver and Vehicle Standards Agency (DVSA). Our work has helped to transform the department’s HR, payroll, finance and procurement operations, providing fully standardised backoffice services for 19,000 civil servants that are effective, efficient and allow our clients to drive forwards core departmental objectives.

The programme has delivered key service enhancements, resulting in our customer survey reporting an improvement in first time contact resolutions from 89 per cent to 91 per cent, processing 100 per cent of client payroll queries by their due dates and handling 90 per cent of purchase orders within 24 hours. The programme’s recent success has seen the DfT’s overall customer service rating reach 94 per cent.

It’s clear that by entrusting time-intensive processes to digital platforms, the public sector has a significant opportunity to demonstrate maximum return on investment through technology. Automation and consolidation of core functions can help to deliver sustained and cost-effective transformation, which in turn creates a more productive and satisfying working experience for civil servants and council workers.

Crucially, through targeted technology investment in the back-office, councils and government departments will not only find ways to make their budgets work harder, but will be empowered to focus more time on delivering vital public services, creating value for citizens across the UK. L David Morton is Sales and Solutions Director at Arvato CRM Solutions UK.

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MEET. PLAY. GAME. EAT. DRINK. WATCH. SHARE. WORK. CHILL. WELCOME TO PIER NINE.

Pier Nine is Brighton’s new 24/7 leisure, entertainment and gaming destination that offers three floors of bars and eateries, a classic casino, retro and digital gaming, all housed in a former Art Deco cinema with stunning views of the seafront.

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To book any of our private rooms or even the whole venue for your private party or corporate events then please get in touch with one of the Pier Nine team at events.piernine@rank.com or call 01273 326 514

The West Midlands - where the world meets

The West Midlands Growth Company explain why the region is the ideal location for conferencing and events - especially given Coventry’s UK City of Culture title next year

The West Midlands has been a favourite for event organisers thanks to its unrivalled central location, large number of bed spaces and the breadth and depth of its venues. The region offers something for everyone, resulting in a record 131 million visitors flocking to sample a slice of its diverse attractions, venues and restaurants in 2018. The West Midlands also attracts the highest proportion of business visits of all UK areas.

Birmingham remains the West Midlands’ conferencing and events powerhouse. The British Meetings & Events Industry Survey 2020 (BMEIS) ranked the UK’s second city as the most popular location for business tourism events outside London. The picture also looks bright for the wider West Midlands – the survey placed Coventry in the top 10 favourite conference destinations and Wolverhampton in the top 50.

The region’s central location contributes to its unrivalled connectivity. Whether its road, rail or air, the West Midlands’ transport network links the region to more than 400 million people across Europe. Over half of the UK population lies within two hours and 90 per cent are within a four-hour travel time. The West Midlands’ mix of culture and heritage makes it an event organiser’s dream. With 10 Michelin-starred restaurants and a popular street food scene, the region’s visitors can tuck into a masterclass in culinary expertise. Furthermore, the region offers a jam-packed festivals calendar, world-class shopping and a Birmingham Airport – which flies directly to wide range of leisure attractions. more than 150 destinations – has recently

Stephanie Mynett, Visitor Economy started construction on a £30 million Business Development Manager at the departure lounge extension, increasing West Midlands Growth Company, which available space by 45 per cent. The extension aims to attract visitors, investment and is part of a wider 15-year £500 events to the region, said: “This million masterplan that will is the West Midlands’ time increase capacity, redevelop to make its mark. With international milestones including the UK City of Culture in Coventry and the Birmingham Commonwealth Games on the horizon, we look forward to welcoming new and existing visitors to create future advocates for the West Midlands.” The West Midlands is booming with several regeneration and development projects changing the face of the region the site and improve the passenger experience. Culture vultures, we have you covered! The West Midlands is awash with culture and history that has been preserved and cultivated over centuries, creating breath-taking and unique event venues. Investment is the key Warwick Castle is one of the The West Midlands is booming most well-known landmarks in with several regeneration and development the region with more than 1,100 years of projects changing the face of the region. history, offering a wide range of events These include Birmingham Smithfield; the spaces with a unique medieval vibe. integrated transport hub at Wolverhampton Wolverhampton Grand Theatre – widely Interchange; and the revamped Cathedral regarded as the jewel in the city’s crown Lanes restaurant quarter in Coventry. The – offers organisers an impressive setting £1.6 billion development of UK Central for meetings and events, with its main in Solihull will also welcome a new auditorium seating almost 1,200 across three HS2 Interchange Station – cementing tiers and a new 200-seat performance space the West Midlands’ reputation as a currently known as ‘The Green Room’ set to dynamic, thriving and creative region. be developed next door. E

 There is no bigger cultural stage for Coventry in 2021 as the City of Three Spires becomes the UK City of Culture, promising to transform the area’s reputation for generations. The Herbert Art Gallery & Museum is one of Coventry’s most recognisable and best-loved buildings at the heart of the city’s cultural landscape. The venue has a wide range of event spaces with The Covered Court accommodating up to 200 people in a theatre style.

Birmingham Hippodrome is one of the UK’s busiest multistage theatres. Alongside its 1,850-seat auditorium and its spacious foyers, the theatre has several well-appointed suites, including a 200-seat studio, making event organising seamless.

Staying within Birmingham, the Symphony Hall is undergoing a £12 million revamp, which includes a new glass façade, a new dedicated entrance to the Hall and extra space for new bars, corporate hospitality suites and education spaces. The Symphony Hall can host up to 2,000 guests. The Symphony Hall sits inside the International Convention Centre, a purpose-built venue offering event organisers 10 different conference halls and executive rooms; the largest hall can accommodate up to 3,000 guests.

One of Europe’s leading contemporary art galleries, Ikon has versatile spaces accommodating up to 500 guests, ideal for canapé receptions, conferences, product launches, meetings and workshops.

The smart place to host

The West Midlands is home to some of the UK’s most elite academic institutions. With seven universities sitting inside the West Midlands geography, there is plenty of event space ready to be studied.

The University of Birmingham offers a unique portfolio, from flexible meeting rooms to drinks with a dinosaur. Its centrepiece is the late-Victorian Great Hall, which seats up to 1,000 people. Birmingham City University also offers conference space, with the Royal Birmingham Conservatoire’s Bradshaw Hall seating 493 delegates.

The historic town of Warwick packs a punch with its conferencing offer. Warwick Conferences can deliver a full package

Birmingham’s Grand Central Station

of meeting, accommodation and dining space with a capacity of up to 2,010 guests for meetings; 2,037 guests for accommodation; and 1,365 guests for dining.

The University of Wolverhampton offers a multi-town portfolio with conference space in Wolverhampton, Telford and Walsall. Capacity ranges from 1:1 meeting rooms to conference and breakout rooms for up to 300 people.

In a league of its own

The West Midlands has a rich history of sporting heritage. It is the birthplace of rugby, lawn tennis and the Football League. It will now also be home to the biggest multi-sport event in the world outside the Olympics when Birmingham hosts the 2022 Commonwealth Games, representing a fantastic opportunity to showcase the best of the region to the globe.

For event organisers the West Midlands’ sporting history has laid the foundations for a host of elite venues with plenty of stadia, arenas and grounds, enabling organisers to step up their game when it comes to hosting events.

The region’s football clubs provide the perfect backdrop for an event. Molineux Stadium – home of Premier League side Wolverhampton Wanderers – is now firmly established as one of the largest conference venues in the Black Country. Event spaces include WV1, offering a capacity of 550 people, and Wolves Museum, with a breakout room suitable for up to 20 people. Aston Villa’s Villa Park and West Bromwich Albion’s The Hawthorns also offer great pitch-side spaces.

John F Kennedy Memorial outside Birmingham’s South City College

Over in Coventry, the Ricoh Arena - which will host netball at the 2022 Commonwealth Games – has a variety of halls and lounges, which can cater for events from seven delegates to as many as 7,000. Edgbaston Stadium – backdrop to England’s triumphant semi-final win over Australia on the road to glory in the 2019 ICC Men’s Cricket World Cup – can host up to 800 in its Exhibition Hall. Other meeting rooms include the 1882 Suite and the Chairman’s Lounge.

One of a kind

The Black Country Living Museum – which is the filming location for various scenes of Birmingham’s global hit drama Peaky Blinders – can host anything from a meeting for eight to an exclusive evening for more than 1,000 guests.

In Solihull, the Vox Conference Centre sits inside Resorts World Birmingham. The venue can accommodate up to 900 delegates across five suites in a wide number of formats.

Birmingham is home to The Coffin Works Museum, a grade II* listed building with an enclosed courtyard and meeting room. Located in the Jewellery Quarter, the venue produced some of the world’s finest coffin furniture, including the fittings for the funerals of Winston Churchill and the Queen Mother. It is a unique setting for team meetings, workshops, wedding receptions, concerts and theatre performances.

Scheduled to open in autumn 2020, the new purpose-built conference venue, the eastside rooms, will be the largest pillar free events space in central Birmingham, capable of holding up to 1,200 delegates.

The Convention Bureau at West Midlands Growth Company

The Convention Bureau at West Midlands Growth Company has been working alongside event organisers for 35 years, offering expert guidance and insight, and invaluable support to ensure that both organisers and delegates receive the best possible welcome and experience.

The Bureau provides industry professionals with a range of free services to deliver a successful event in the region. These include accommodation booking, venue location and social programme planning. L

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