We are fairly aggressively targeting a platform approach to service design and delivery at Adur and Worthing.
Summing this up is the vision statement in our (still developing) strategy is: “To use our expertise and platforms to help the people, communities and businesses of Adur and Worthing achieve their goals.”
Government as a platform is a phrase that is bandied around a fair bit in digital circles and perhaps it’s worth thinking about what it means in the context of a local authority – hence the title of this post.
To me, there are three main elements:
Whilst it might not be the place we want to start, in many ways you can’t build a platform for a council without having the right technology in place first. Our approach has been to get the core tech foundations right, from which we can then figure out all the other stuff.
The essential thing to get about the technology stack is to think capabilities and not systems. Go watch the gubbins video if you haven’t already to get an introduction to this. In effect, pretty much every system is made up of similar core capabilities – think bookings, reporting, paying, case management, and so on. Rather than buying siloed systems which replicated a lot of these capabilities, the platform approach is to build each capability and then use these building blocks to put together systems to deliver services.
With this approach, you save money, have a common user interface across many systems, have interoperable systems that talk to each other, reduce support complexity and have a much more flexibility in your tech stack.
It also enables you to make use of best of breed technology, by making strategic decisions around buy or build. We don’t want to spend our time developing stuff in house that already exists on the market, where it meets our technology design principles (internet age, cloud ready, interoperable, plug and play…). However, where the market isn’t mature enough to meet our user needs, we have the ability to develop our own software that does. More on the detail on this soon – it really is exciting.
So far, so SOA. Platform technology doesn’t equal council as a platform. It is the foundation on which it is built, however.
2. Service (co)design
What really starts to make council as a platform a reality is the way that services are designed. In Tim O’Reilly’s classic talk on government as a platform, he compared the old way of delivering services to citizens as a vending machine – people pay their (tax) money in, and a service gets dispensed at them as a result.
A platform approach is less about the vending machine – where the first thing a citizen knows about a service is when it happens to them – and much more about involving service users in the design of those services in the first place.
This takes two forms. Much of the digital way of doing things has focused on the citizen or customer user journeys, and indeed this forms the starting point for all of our work. However we take just as seriously the needs of the internal user – in others words our colleagues who, up until now, have been subjected to some pretty awful software.
Our approach to digital transformation takes a truly end to end view, mapping existing processes, identifying steps that can be removed or speeded up, and developing the user stories that help inform a truly excellent user experience rather than a merely efficient one. Until this design work is done, the digital end of the transformation cannot begin.
By involving people, whether customers or staff, in the design of services, we switch the model from the vending machine to the platform. Services are no longer ‘done to’ people, or inflicted upon them, but instead built with them and their input at their very heart.
3. Let others build
We can’t call what we are doing council as a platform while the only people using the platform to deliver services is the council. What really pushes us towards a true platform approach is when other organisations are using our platform to deliver their own services and products,
This is where we really break out of this being a technology project, and into a far more interesting space where the role of the council in supporting local civic, community and business activity is redefined.
This could mean a number of things. It could mean the council effectively becoming a software developer for other organisations. Or, even more interestingly, it could mean other organisations building their systems on our platform using our building blocks of technology capability.
It would hopefully also include other organisations making use of other elements of our platform than just the technology. Our approach to service design, for example, as discussed above, could help organisations figure out the best way to deliver their products and services to meet the needs of their customers. This could be done by opening up our processes and making tools and expertise available to others to tap into.
Just the beginning…
We’re at the very start of this journey at the moment and none of the above is in place yet to the point where we can open it up to others. However, by planning for it at the start, it means the architecture of our technology and our processes will be able to deliver a platform to enable the Council to play a new, appropriate role within our local place in the future.