Insight

Digital age operating models, with Eddie Copeland

One of the elements of the Loosemore definition of digital that doesn’t get as much coverage as the rest is the bit about business, or operating, models. That’s probably because it’s really hard.

So I loved having this chat with LOTI‘s Eddie Copeland about his 6 ideas for future operating models for local public services, which he wrote about a few years ago when he was at Nesta.

I think it is fair to say that this really is just the start of this conversation, but I really hope that folk can take inspiration from what Eddie shares in terms of thinking about how certain services could be completely transformed from the ground up.

As I explained in this post, it isn’t always going to be possible to be truly transformative, and sometimes less ambitious approaches are more suitable. But I think every council needs to have this kind of thinking in their lockers, ready to take the opportunities as they arise.

Chatbot research with Neil Lawrence

It was an absolute pleasure to talk with Neil Lawrence from Dorset Council about the research project he led, using Local Digital funding to find out what the user needs are that using a chatbot might meet. You can watch the video on YouTube.

It turns out that if you want to know whether a chatbot is a good idea or not, it’s not as simple as a yes or no. There are a number of factors to bear in mind, such as the complexity of a service, how transactional it is, and what the emotional state of the service user might be.

Add on top of that the fact is that you need to train the chatbots with the good content and provide access to back office data via APIs. Anyone thinking chatbots are a shortcut are very much under the wrong impression!

Check out the project’s website to download the various outputs, so you can benefit from this research too.

NEW: the SensibleTech link library

Photo by Alfons Morales on Unsplash

Back in 2017, Paul Maltby co-curated a list of reading for policy wonks interested in finding out more about digital. There’s loads of great stuff in there which have stood the test of time.

I’ve always liked the idea of bringing together in one place all the great stuff that has been shared over the years in blog posts and articles, so people don’t need to answer these problems themselves, over and over again.

So, I’ve started my own library of evergreen, ever-helpful links. What’s more, in the interests of preservation, I’ve also stored my own PDF copy of each article, just in case they disappear from the web, for whatever reason.

Each link has a title and a description, tells you who wrote it, and provides a link to the orifginal, plus to the PDF copy in case you need it. I would always encourage folk to read the originals if you can, so you see them in context and so the author knows their stuff is being read.

Each link is also tagged, so you can easily find other links on related topics, or other content across the SensibleTech site that likewise is along similar lines.

For those that want to keep up to date with additions to the library, there is a trusty RSS feed. I might build out an email alert system at some point, if people would be interested in that.

I’ve also added a form so you can suggest links to be added – it would be so helpful if you do.

Hopefully this is a useful thing – do have a browse and let me know your thoughts!

Huge thanks to Steph Gray for his help making this work. I managed to do some clever stuff with custom post types and fields, but needed his magic to make it all look pretty and functional on the front end!

Strategy, leadership and smart cities with Richard Godfrey

I had a fun chat last week with Richard Godfrey of Syncity. Richard, like me, has a big interest in how local councils use technology, particularly acknowledging the need for more traditional IT to be modernised alongside the sexier digital stuff.

In this video we talk about good digital and technology strategy, what levels of digital confidence people in senior positions need, and what’s happening in smart cities. It’s well worth 45 minutes of your time!

If audio is more your thing you can listen without having to watch our gurning faces.

LocalGovDrupal with Kate Hurr and Will Callaghan

LocalGovDrupal is an open source implementation of the classic Drupal content management system hat has been developed by councils for councils, with the help of some funding from MHCLG.

It is, by my reckoning, the best example I have seen of open source use in local government, largely because councils are contributing to the project as well as consuming it.

16 councils are now involved and conservative estimates calculate that millions of pounds have been saved compared to using commercial off the shelf alternatives.

What is great is that councils are using those savings to invest in other things to make their websites better, like content design and user research.

Will Callaghan has been the main driver of the project and he gives us some of the background, while Kate Hurr talks about the progress Cumbria Council are making in implementing LocalGovDrupal. We also talk a little bit about pies! 🥧

I honestly can’t praise this project enough, I think it’s brilliant, and a wonderful example of the benefits of open, collaborative working, and sharing and re-use of technology across the sector.

To find out how to get involved, drop the team a line using hello@localgovdrupal.org.

If you’d prefer to listen to just the audio, give this a go.

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