We have been working with a number of pioneering and innovative Councils trying to become digital. We wanted to share some of our findings as a tool kit for other local authorities already on this path or who are thinking about starting a digital transformation.
This tool kit includes:
- Business Model Canvas
- Technology Capability Map
- Business Capability Map
- Legacy Technology Characteristics
- Digital Technology Characteristics
- Core Citizen Platform Capabilities
2. Business Model Canvas
Technology Capability Map
Business Capability Map
Legacy Technology Characteristics
Digital Technology Characteristics
Core Citizen Platform Capabilities
Methods Digital has
been working with a
number of pioneering
and innovative Councils
trying to become digital.
We wanted to share some of our
findings as a tool kit for other local
authorities already on this path or who
are thinking about starting a digital
transformation.
3. Business model canvas
Key
Partners
Key
Activities
Resources
Revenue streams
Channels
Cost structure
Value
Propositions
Customer
Relations
Customer
Segments
“hard” service providers -
highways, street cleaning
etc.
Technology -
platform and dev
Public and Third Sector
providers - Housing,
healthcare etc.
ALMs - leisure
centres, care homes etc.
Schools - academies
free & maintained
Service Development
Commissioning catolugue
development &
maintenance
Data provision Policy
developments Provider of
last resort
Software platform
Data & intelligence
Aggregated buying power
Community Intell
Low tax cost
Low staff costs
Invest in brokerage
Invest in technology dev
Local tax / rates
Grant funding
Central Government
Revenue from
premium services
Commissioning services
Low cost
Convenience
Pay for premium service
Brokerage
Commissioning
Aggregate demand
Customer experience
Fulfilment
Automation / selfservice
for nonvulnerable citizens
Data hub
Regulations and
standards
Self service, access to
platform/knowledge lower
some customer
expectations
More F2F time with highest
need customers
Digital
Point of service
Distributed hubs
Information
Citizen
Business
Visitor
Transact
Citizen
Business
Visitor
Intervention
Citizen
Business
Regulate & license
Citizen
Business
Based on The Business Model Canvas by strategyzer.com
4. Technology Capability Map
Majority of current software
capability dev’d on platform
Appropriate sandpit
Ubiquity
Rental - custom built Rental - SaaS / PaaS Metered - IaaS & XaaS
Evolution to standardisation & utilty
30%60%10%
CRM
Platform
GIS
Finance
Big Data
Teleheath
3D Vis
Telephony
Mobile
Citizen
Web
Productivity &
collaborationHR
Data Centre
(IaaS)
Based on Simon Wardley mapping @swardley
5. Customer
Interactions
Online Booking
Online Payments
Online
Applications
Telephone
Payments
Advertising
Information
Publishing
Live Chat
Service
Marketplace
Self-Service
Requests
Customer
Portal
Digital Library
Digital Triaging
Interactive
Content
Service
Delivery
Customer
Feedback
Social
Interactions
Open Data
Publishing
Social
Listening
Social
Engagement
Social
Advertising
Cross-Channel
Communications
Service Desk
Customer
Relationship
Management
Case
Management
SLA
Management
GIS
Knowledge
Base
Inspections /
Assessments
Consultations
e-Signatures
Sales
Management
Service
Catalogue
e-Petitions
Back
Office
Document
Collaboration
Budget
Management
Events
Management
Audio Recording
Asset
Management
Project
Management
Surveys
e-Learning
Instant
Messaging
Training
Management
Expenses Portal
Email &
Calendar
Financial
Processing
Payroll
Payments &
Receipts
Treasury
Management
Accounting
Outputs
Email
Notifications
SMS
Notifications
Document
Creation
Mass Email
Management
Reporting &
Analytics
Reports
Performance
Management
Contract
Management
Dashboards
Audit History
Analytics
Infrastructure
Support
Telephony
Mobile Device
Management
Integration Single Sign-On WiFi
Cashiering General Billing
District Authority Business Capabilty Map
6. Legacy Technology Characteristics
Data Silos High Cost
Excessive External Support Resource Intensive &
Specialist Knowledge
Long Contracts Onsite Infrastructure Inflexible Processes
Outdated TechDifficult to Integrate
Limited Access Complex Upgrades &
Change Management
7. Digital Technology Characteristics
Any Device, Any Time,
Any Where
Simplified Upgrades &
Change Management
Interoperable
(E.g. Open APIs)
Latest Tech
Cloud Infrastructure Configurable Processes
Shared Data Lower Costs
Ecosystems Built on Open Standards
Secure Flexible ‘as-a-service’
Contracts
8. Core Citizen Platform Capabilities
Online Booking
Information
Publishing
Automated
Notifications
Case
Management
Service
Catalogue
Reports
& Dashboards
Application
Forms
Citizen
Portal
Document
Creation
SLA
Management Payments Audit History
Customer
Selfsevice
Open Data
Publishing
Workflow
Management
Inspection
Assessment
Performance
Management Intergration
9. methodsdigital.co.uk
info@methods.co.uk
020 7240 1121
16 St. Martin’s Le Grand
London EC1A 4EN
Local Government-as-a-Platform by James Herbert, Sean Tubbs (Methods Digital) and Paul Brewer (Adur & Worthing Council) is licensed under a Creative
Commons Attribution-ShareAlike 4.0 International License.
Local Government Digital Tool Kit by James Herbert, Sean Tubbs (Methods digital) is licensed under a Creative Commons Attribution-ShareAlike 4.0
International License.