Pivot – A Shared Information, Technology and Digital Service Improvement Programme

The Role

31ten has performed the roles of technical advisors and programme deliver partners on the Pivot Programme, specific activities have included:

• Developed a new IT&D operating model for the service to better engage with customers, deliver improved and more cost-effective services, and ensure that the service makes best use of the various delivery teams and expertise from across the service.
• A detailed and wide-ranging IT&D service benchmarking exercise across all aspects of service delivery, customer satisfaction and service costs, comparing the Orbis partnership with other shared services and local government organisations across the UK.
• Delivered various implementation and transformation projects to ensure the successful embedding of the new operating model including; rolling out ICT Practices, developing a service catalogue and performance dashboard for all 20,000 customers, value stream mapping and service improvement activity for a range of key customer processes and services.
• A review of the partnership and shared service technical development team with recommendations to improve service resilience and customer delivery.
• Assessment of the £13m turnover Orbis IT&D commercial and traded services team, including services to schools and other commercial partners to improve service delivery and customer focus, secure existing revenue streams and set the foundation for increasing income.
• Designed and delivered a cultural change programme to provide an evidence-based assessment of current IT&D culture, understand future state requirements set by the new values and behaviours, and identify key areas of intervention to close recognised gaps.
• This involved extensive stakeholder engagement sessions through workshops and focus groups, design and analysis of an all-staff survey, and delivering development sessions and practical change activities for key groups.

Key Outcomes