Roadmap sessions – Northgate Public Services
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Transcript Roadmap sessions – Northgate Public Services
Socitm London Regional Meeting
Public Sector ICT – 2015 and Beyond
Friday, 16 January 2015
Agenda
12:30
Lunch & Registration
13:30
13:35
13:40
Welcome & Updates: Geoff Connell, Chair of Socitm London
Socitm update: Nigel Bragg, Socitm
London Libraries Futures: Mike Clarke, Association of London
14:00
NPS Strategy: Steve Knighton / Nigel Blair, Northgate Public Services
14:20
BREAK
14:35
14:45
15:15
Online Services: London Borough of Newham
CCS London ICT work programme: Ashley Shelbrooke
Northgate Public Services - Roadmap Sessions
•
•
•
•
16:00
Chief Librarians
Social Care: Cathryn Ella
Revenues & Benefits: Nigel Blair
Housing: Sean Dalby
PARIS Payments: Chris Lord
Drinks & Networking
2
NPS Strategy
Steve Knighton / Nigel Blair
Northgate Public Services attendees
Steve Knighton: Business Development Director
Nigel Blair: Head of Product Management & Innovation
Cathryn Ella: Product Manager (Social Care)
Sean Dalby: Product Manager (Housing)
Chris Lord: Business Analysis Manager (PARIS payments)
Juliet Gurney: Account Director
4
Sale of Northgate Public Services
On 22nd December 2014, Northgate Public Services was
acquired by Cinven - a leading European private equity
firm.
“At Cinven, we aim to
create real growth in
the businesses we
acquire.”
Their investment is a real vote of confidence in us
and it’s great news for our business and our clients.
What are the benefits?
As an independent business we now have more scope
to develop the systems and services that work best
for our clients.
We now have access to additional funds to support
our plans for innovation and growth, both in the UK
and internationally.
In the short term, Northgate Public Services and
Cinven are focused on making this change as seamless
as possible for all existing clients.
Cinven has invested in Northgate
Public Services because they
recognise our potential to innovate
and grow.
7
NPS in London
Local Government solutions in every London
authority including;
CRM
Document Management
Revenues & Benefits
Housing
Social Care
Planning, Building Control, Licensing
Cash Receipting / Payment Services
Fraud Management
Local Welfare Provision
Blue Badge
Plus a portfolio of wraparound services
IT hosting services – including Wandsworth,
Southwark, Hillingdon, Croydon
R&B Resilience services - including Tower
Hamlets, Wandsworth, Kingston
Social Fund managed service – including
Haringey, Richmond, Bromley, Camden
8
…….and beyond
National - Systems in every NHS
hospital through national
programmes
National - Every police force
National - Half of all fire brigades
and ambulance trusts
National – Blue Badge
National – PentiP national penalty
and ticketing, ANPR Data centre
National – HGV Road User Levy
National – Organ Donor Register
National – Statutory Redundancy
Payments
International – Social Housing in
Ireland, Canada, Australia & New
Zealand
9
NPS Cloud Delivery
Foundation
Software
Fusion
Foundation
Software
Processing Services
Business
Services
ICT
Infrastructure
Public Service
Digital Innovation
Cloud Delivery
Public
Business
Services
ICT
Infrastructure
NPS Foundation Layer
10
The GDS Challenge
11
New: London Councils Appeals
Services
12
Social Care
Cathryn Ella
14
Social Care
Case management, self service,
mobile
Market share
UK 22% (46)
England 20%
Scotland 31%
Wales 27%
London Footprint – Barking &
Dagenham, Croydon, Havering
Larger authorities – 28% of County
Councils
Adults
Key drivers – Care Act, efficiency
savings
15
Social Care
Case management,
Self service,
Mobile
Children
Market share
UK 15% (28)
England 10%
Scotland 28%
Wales 27%
London Footprint – Barking & Dagenham, Havering
Key Drivers – Child Protection, efficiency savings
Significant Policy changes – ICS > Munro > Children and Families Act
Northgate in Social Care
Since 2011 we have invested significantly in developing
and improving our Social Care systems
Improved ‘usability’ by streamlining processes, making
it quicker and easier to enter case information 30%-
65% efficiency savings
Implemented Munro review recommendations
New solutions to address the changing landscape of
Social Care
Now major upgrade programme so authorities can
benefit from these improvements
Social Care systems need to respond to the
changing world around them
Demographics and Funding Cuts
The social care system is
widely accepted to require
fundamental change
More people living
with long-term
health conditions
18
16
Population (millions)
Long-term Health
Conditions
An ageing population
20
14
12
Over 65
10
Over 80
8
6
4
2
0
2014
Care
Budgets
decreasing
by 30%
Assessments
to increase by
500,000 by
2016
Bucks predict a
41% rise in costs
by 19/20
2030
2050
London Councils’
predict cost
increase of
£1.3bn by 2019/20
Transition to Integrated Care
Web
Traditional SC Case
Management
Move from back-office heavy
CMS to citizen-centric
Back-office becomes lighter as
citizens become more
empowered
Revenues & Benefits
Nigel Blair
22
Revenues
160 customers manage over
1 million commercial properties
which generate an annual revenue
of £11 billion in Business Rates.
Domestic
Commercial
172 customers manage 12.6 million
domestic properties (houses, flats
etc.) which generate an annual
revenue of just over £16 billion in
Council Tax.
23
Benefits
Northgate customers
pay out £9 billion in
Housing Benefit per
annum (2.27 million
claims)
This is over half the
total paid out in the UK
(approx 52%)
Northgate customers
pay out £2.28 billion in
Council Tax Support per
annum (2.75 million
Claims)
This is just under half
the total paid out in the
UK(approx 47%)
London
24
Our Objectives 2014 / 2015
1. Welfare Reform / CTR
Deliver Legislation Programme
Keep Track of Universal Credit Programme
Fraud & Error Reduction Incentive Scheme (FERIS)
Deliver new CTR Schemes
Liaison with DWP / Customers / Pilots
Scottish Devolution
2. Revenues Legislation / Growth
Ongoing Business Rates Rationalisation
New Enforcement Regulations
Business Improvement Districts
Liaison with DCLG / Customers
Debt Prioritisation
25
Our Objectives 2014 / 2015
3. Happy Customers
Retain ALL our R+B Customers
Support all User Groups (Regional / Product Groups /
User Group Executive)
Keep close to our customers / resolve any disputes
Provide products, services and innovation to help
customers deliver their essential services
4. Channel Shift & Automation
Citizen Access
Ongoing Business Rates Rationalisation
New Enforcement Regulations
Enhance Landlord Portal
Northgate Digital Services
5. Continue to Innovate
26
Speed of Processing
Speed of Processing
Source : DWP
Housing
Sean Dalby
Sector Challenges
Supply / Demand for accommodation
Need to understand the business
Financial Governance
Asset Strategy
Options Appraisal
Customer Insight
Business Insight
Digital Services
Release resources
Economies
Development Management / Feasibility
Extended Services
29
30
Our Objectives
Customer Insight and Self Service
Business Insight, Housing Enterprise & Asset Management
FY14
User
Experience
Customer Insight
• Early intervention
• Tenant services
• Income & debt mgt
• Channel shift
FY15
Business
Intelligence
FY16
Cloud First
(SaaS)
Business Insight
• Housing Enterprise
• Financials & HR
• Business Intelligence
Deployment
Design
Market Packages
• Tailored solutions to
size of customer
• Enhanced deployment
design
• Cloud delivery
Continued 3rd
Party
Alignment
Asset Management
• Integrated repairs
• Asset planning
• Component accounting
• Business Intelligence
Housing
June 2015 - Housing v6.12
Customer Insight
Housing Enterprise
Bi-lingual facilities
Review of Business Insight
November 2015 - Housing v6.13
Business Insight / Dashboards
Housing Enterprise
Self Serve UI enhancements
Self Serve and Smart Apps
Enhanced asset management
June 2016 - Housing v6.14
Housing Enterprise
Business Insight
Extended channel options
Multi-agency working and data sharing
Multi-market configurations
31
Front Office Enterprise & Customer Insight
June 2015 – Foe / CI v1.4
CI additional transactions for Housing
CI / Housing Self Serve Integration
MS CRM Platform version upgrade
Prioritised enhancements
November 2015 - Foe / CI v1.5
CI transactions for Housing
CI Campaign Management improvements
CI review booking capability
CI review self serve enhancements
Prioritised enhancements
June 2016 - Foe / CI v1.6
CI – Mobile Access
CI – Load Balancing
CI – Social Media
Prioritised enhancements
32
33
OHMS
Release 55 (April 2015)
Release 56 (October 2015)
Mutual exchange enhancements
Bedroom tax liability indicator via DOB assessment
Customer Insight
Release 57 (April 2016)
Mobilisation of COS
Welfare Reform – DD registration via COS
Web Services for DRS integration
Extended Customer Insight
Business Objects enhancements
Release 58 (October 2016)
Anti-Fraud measure – sub-lets
Partner Portal
Business Objects enhancements
PARIS Payments
Chris Lord
Overview
Payments and Revenues Information System
Payments
Multi-Channel
Internet
Telephone – mediated and self-serve (IVR)
Counter Receipting
Fund / Reference Number validation
Card payments (Debit and Credit)
Cash
Miscellaneous income
File imports e.g. bank statements, bailiffs
Income Management
File exports e.g. General Ledger, back-office systems
Suspense Management
Management reporting
PA-DSS compliant
35
Key Features
Supports Shared Service operations
Partner organisations can take payments on behalf
of other partners
Powerful and extensive integration capabilities
Sales integration
a simple XML interface allowing 3rd party applications
to use PARIS to process internet payments e.g.
Leisure bookings systems etc.
Host integration
enables 3rd party application to use PARIS to capture and
process payments e.g. CRM solutions
PARIS handles capturing card details, printing receipts
and interface with any Chip & PIN device
Real Time Links
online two-way integration hugely successful in the
collection of parking fines
36
Product Strategy
Input from Steering Group
representing User Group
Direct strategic engagement with our larger and
more progressive customers
Exploit our own in-depth domain and product
experience
Learn from previous releases, identify
improvement opportunities
Internal Product Panel
Roadmap is simple tool for communicating product
direction and strategy
37
Product Development
Development approach
Agile development leading to modular functional
releases made available throughout year
Optional, switch activated, includes Services
One-off price per module
Release strategy
Single mandatory full release each year (Nov)
Delivered by NPS Consultants
Supports budgeting by LA
De-support of previous releases
Maintain PA-DSS compliance contributing to your
PCI-DSS compliance
Patch release(s) where necessary i.e. defect
resolution
38
39
Product Roadmap
Current
Near Term
Future
PayPal
Integration
Browser Cash
Payments
New / emerging
payment
methods
Wireless PED
Payment Card
Manager / eWallets
Payment industry
accreditations /
compliance
IVR VoIP / SIP
Continuous Card
Payments
New technologies
/ infrastructure
v3.0.3
Fund Manager
New markets
pAypAge
Hosted IVR
Service
Current
Modular
functional
releases and
annual release on
track for 2015
Near Term
Based on current
customer demand
Future
Subject to
continuous
review