As part of the CIO Series 2009-10, Dave Mansfield answered questions on role of ICT in local government- the benefits, the challenges as well as what the future holds.
1. Since the publication of the Government's Transformation Strategy in 2005 - How would you assess the overall role of ICT has played in helping local government deliver public services?
“HCCs front line prioritised approach has been enabled and supported by its ICT operations. ICT provides new ways of working, flexibility and a quality service that staff can rely on.
“Innovative solutions such as Digital Pens, remote access from HCC laptops and employees’ home PCs have allowed staff to better manage their time and diaries.
“Telephony improvements and better call handling protocols have helped to improve the way the Authority deals with the public. ICT has become a key enabler, and is no longer a restrictive force.”
2. In your council, could you highlight the areas with some examples where ICT has been most effective?
“ICT which allows staff to work from home or from anywhere with a suitable WIFI service has transformed working practices. We use additional passcodes sent via mobile phones to help users access networks securely when working remotely.
Standardisation and improvements in core technologies have greatly improved efficiency and reliability.
“Telephony services such as ‘follow me’ numbers, voice activated directories, electronic fax and wider use of voicemail have enabled staff to better react and communicate with the public and partners.”
3. What challenges would you say local government ICT still faces overall as well as in your council?
“ICT is now so integral to Local Government operations, the challenge will be to keep abreast of technological developments as finances become tighter, and not stagnating as the rest of the ICT world moves on.
“Security of information and secure ways of interworking with multiple 3rd parties and partners is a challenge as modern service delivery is now spread over multiple services.
4. How do you see the role of ICT evolving in the next few years? What would you the key growth areas in your opinion?
“ICT will become stitched into the fabric of all local authority activities. Its importance is increasing and its leaders are taking a higher profile within local government. Pressure on budgets will see more outsourcing of the mundane and repeatable tasks, while retaining the specialist activity in-house to work more closely with and react to organisations’ front line delivery.
“Technologies such as virtualisation will become important from a Green IT perspective, as well as allowing better small site functionality with Virtual Desktop Infrastructures (VDIs).
“Data handling, backup and long term storage as well as scanning will all play a part as more and more local government organisations digitise document handling.
“The impact of cloud computing impact may be great, however the unique security requirements of local government may limit its penetration. It’s essential that local authorities have the right security measures in place to ensure users are who they claim to be when accessing data held in the cloud. It’s all about control.”
5. What suggestions and thoughts would you have for your counterparts as well as newer members of Local Government ICT professions?
“ICT will need to simplify and improve reliability and availability to become a utility service, which is cost effective and enabling rather than a budget drain. It must deliver user benefit and efficiency and react to front line staff needs, and not just do things ‘because it can’.
“For people entering the profession I can only promise that they will never be a dull moment!”