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Contents

04 Introduction: Ben Heald, CEO, Sift


05 Foreword: Gordon Brown, Prime Minister
06 The judging process & the judging panel
07 Summary of award winners and highly commended entrants

Award Winners
08 Building a fairer society with e-government services
10 Central e-government excellence: Take-up & usage growth
12 Central e-government excellence: Team
14 E-government excellence: Leadership & professionalism
16 Central e-government excellence: Shared services
17 E-government excellence: Innovation in strategy on a national level
18 E-government excellence: Innovation in strategy at a local level
20 Local e-government excellence: Take-up & usage growth
21 Local e-government excellence: Team
24 E-government excellence: Learning & skills
27 E-government excellence: Sustainable, ‘green IT’ or
‘carbon-efficient’ services

Contacts
For sales enquiries: Press contacts: For awards enquiries:
Claire Webb, Alex Marklew, Matt Henkes,
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claire.webb@siftmedia.co.uk alex.marklew@cabinet-office.x.gsi.gov.uk matt.henkes@siftmedia.co.uk
+44 (0)7807 839 592 +44 (0)20 7276 2533 +44 (0)117 915 8654

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The primary technology awards
event for the public sector.

Introduction | Ben Heald, CEO, Sift

I’m delighted to present to you the sixth annual e-Government National Awards. This year’s nominations
have been incredibly impressive. The 72 finalists, whittled down from over 400 excellent entries, provide
an enlightening snapshot of the innovative and tireless work going on around the public sector to
improve the lives of UK citizens.

There are some excellent examples of how the proper application of technology can transform the way
people and businesses interact with government, and how e-government can encourage citizens to
engage with their local and national services in new and effective ways.

This year’s awards also show how good collaboration between agencies, stakeholders and the public can
lead to initiatives delivering more than the sum of their parts. Some projects have resulted in fantastic
multiple benefits to numerous collaborators dealing with vastly different areas of public life.

The positive influence that e-government and other technology driven public sector initiatives have on people’s lives, promoting social
inclusion and striving towards a fairer society, cannot be underestimated. In keeping with this, the charitable beneficiary of the Awards
dinner is the Information Technologists’ Company Charity which, as the 100th Livery Company of the City of London, runs a significant
programme of charitable and educational activities, and assists not-for-profit organisations to gain the maximum benefit from their IT.

I offer my heartfelt congratulations to all the winners, and also to every nominated team. You represent a benchmark of excellence in IT
and web-driven practice and strategy.

The e-Government National Awards and PublicTechnology.net were


founded in 2003 by Christopher Histed, who continues to advise on
their future direction.

04
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Foreword | Gordon Brown, Prime Minister

I’m very pleased to be able to offer my sincere thanks and congratulations to all of the e-Government
National Awards finalists.

Looking at the standard of this year’s entries, it’s not difficult to see why the UK is one of the world leader’s
in the delivery of e-government and the Digital Economy.

This ceremony highlights the fantastic effort being put in by individuals, teams and organisations across
the country.

In local and national government and in the third sector, technology is being used in highly innovative
ways to provide better services and improve the lives of citizens, the people we serve.

We are living through exceptional times, and it’s hugely heartening to see such outstanding strides being taken to make
e-government work more smoothly, meeting challenges head-on and building creative solutions that not only make services more
efficient, but increase their effectiveness also.

UK citizens are dealing with some of the most challenging times in living memory; and now, more than ever, it is crucial for us to
continue innovating and improving on what we do to meet their rising expectations of us.

The number of people with access to e-government services will go on increasing as we continue to pursue a fairer and more equal
Britain, with investment of £30 million aiming to get a further one million people online by 2012.

Combine this with the continuing drive to see more services delivered online as part of the smarter Government programme, and it’s
easy to see how important your work is.

So I would like to thank you for your excellence and dedication, and assure you that it is of immense value to the British people.
Congratulations and good luck to all of the finalists here tonight, I hope you all have an excellent evening.

John Suffolk, the Government’s Chief Information Officer, says:


“Every year these Awards continue to get better and better and
tougher to select the winners out of many hundreds of top quality
entries. The sheer innovation, passion for citizen service and pride
with which the teams have executed their projects makes me
hugely proud, and humble, to be in IT within the public sector.”

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The primary technology awards
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The judging process


This year’s judging panel faced the massive task of whittling down 447 entries, to 72 finalists, then selecting the winners; this year’s
‘best of the best’. Over several sessions, and after much lively discussion and many hundreds of cups of tea and coffee, the panel
identified a benchmark crop of outstanding initiatives. These awards are totally independent, and highlight the UK’s most effective
services to improve citizen and business transaction with councils, central government departments and other public sector
organisations. Many thanks to all the judges for their dedication and commitment in selecting this year’s group of worthy winners.

The panel of judges


John Suffolk | Government CIO, Cabinet Office e-Government Unit
“Every year these Awards continue to get better and better and tougher to select the winners out of many hundreds of top quality
entries. The sheer innovation, passion for citizen service and pride with which the teams have executed their projects makes me
hugely proud, and humble, to be in IT within the public sector.”

Keith Bannister | Partner IT Advisory (Public Sector), KPMG (Platinum sponsor)


“KPMG is proud to be lead sponsor of the awards for the fifth year running, for us this is a way of recognising and celebrating all the
good work that’s been done. We believe that e-government has helped to transform public services in this country, it has made them
more open, more accessible and more efficient. A key theme of this year’s Awards is services that help to build a fairer, more inclusive
society. E-government gives all citizens and businesses the opportunity to interact directly with government, which is why we think it
is helping to build a fairer society.”

Steve Palmer | President, Socitm & CIO at London Borough of Hillingdon


“Judging the e-Government National Awards this year has been exciting and thought provoking. The quality of submissions overall has
been high with some exceptional, stand out, examples of technology being used positively to change the lives and opportunities of
the people we exist to serve.”

Phil Coppard OBE | Chief Executive, Barnsley Metropolitan Borough Council & representing Solace.

Donald Graham | Chief Executive, Hertsmere Borough Council & representing Solace.
“This year’s entrants continue to demonstrate the strong vein of improvement and innovation present in the public sector. We were
particularly pleased by the strong showing from local government. We hope all entrants will be encouraged by their participation
in the national awards scheme for e–government to see this as a learning and sharing experience that ultimately benefits the many
citizens reliant upon our services.“

Graham Dupree | Head of Sales,Thames Valley/Government, H2O Networks Ltd (Award sponsor)
“The innovation and use of technology demonstrated in the entries this year has been outstanding. These awards acknowledge
creative thinking in the public sector which has gone a long way to ensure that citizens and consumers are benefiting from much
improved services making a real difference to their lives.”

Chris Histed | PublicTechnology.net


“In this tough economic climate, the Awards are a yardstick proving the UK’s excellence in innovative technology-driven services.
Good public sector IT has a crucial role to play in delivering increasingly efficient & effective public sector services both at a Local and
National level.”

Ben Heald | Chief Executive, Sift Media


“I have been incredibly impressed with the standard of entries in this year’s e-Government Awards. I am delighted to be involved and
am eagerly anticipating January’s ceremony. My sincere congratulations go to all the finalists and I wish them all the best of luck.“

Ray Whitehouse | Head of Business Systems, London Borough of Havering

06
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WINNER

Summary of award winners and highly commended entrants


1) Building a fairer society with e-government services Sponsored by KPMG
(Using ICT & e-government services to improve social inclusion or improve lives and communities)
Winner – Customer Service Direct (CSD) - www.activities-unlimited.co.uk

2) Central e-government excellence: Take-up & usage growth


(Delivering high & growing take-up of an e-enabled service through effective service delivery & marketing)
Joint Winner - HM Revenue & Customs - HMRC Self Assessment Online
Joint Winner - The National Archives – The online 1911 census service

3) Central e-government excellence: Team


(Proven team-working or partnership activity which has delivered more than the sum of the parts)
Winner - Driving Standards Agency - Driver CPC Project
Highly Commended - Foreign & Commonwealth Office - G20 London Summit Digital Campaign Team

4) E-government excellence: Leadership & professionalism


(Leading e-government strategies and professional development which contribute to achieving positive transformation)
Winner - Royal Borough of Kensington and Chelsea Council - KCics
Highly Commended - University Hospitals Coventry & Warwickshire NHS Trust - VitalPAC Project

5) E-government excellence: Shared services


(Proven shared services which have delivered effective services and efficiency gains)
Winner - Kent Connects - Kent Public Service Network

6) E-government excellence: Innovation in strategy on a national level


(Delivering innovative strategies which have demonstrated above-average results in improved services, processes and effectiveness within
the transformational government agenda)
Winner - NHS Tayside Health Informatics Directorate - EDISON: Electronic Discharge Information System Online Nationally

7) E-government excellence: Innovation in strategy at a local level Sponsored by H2O Networks


(Delivering innovative strategies which have delivered above-average results in improved services, transformed processes & results, and
increased effectiveness)
Joint Winner - Cheshire Fire and Rescue Service - SPRINGBOARD
Joint Winner - Harrow Council - Business Transformation Partnership

8) Local e-government excellence: Take-up & usage growth


(Ensuring high & growing take-up of an e-enabled service through effective service delivery & marketing)
Winner - South Tyneside Council - Web-based waste and recycling transactions

9) Local e-government excellence: Team


(Proven team-working or partnership activity which has delivered more than the sum of the parts)
Winner - NHS West Lothian - The TrakHealth Programme Team
Highly Commended - Lincolnshire County Council - First Contact
Highly Commended - North West Learning Grid - National Digital Resource Bank

10) E-government excellence: Learning & skills


(Public sector online or electronic services which transform education and/or learning & skills outcomes)
Winner - Ufi / learndirect - learndirect
Highly Commended - Lancashire Music Service - Lancashire Music Service Interactive - INSPIRA
Highly Commended - The National Strategies – DCSF - The National Strategies web area

11) E-government excellence: For sustainable, ‘green IT’ or ‘carbon-efficient’ services Sponsored by KPMG
(ICT & e-government services which are helping the environment)
Winner - NHS N3 - N3SP Sustainability project

07
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1) Building a fairer society with e-government services Sponsored by


(Using ICT & e-government services to improve social inclusion or improve
lives and communities)

Winner Customer Service Direct (CSD)

4 Empowering Suffolk children with disabilities to choose and book short breaks

The activities unlimited website gives young people with disabilities and their carers the opportunity to
find out about local short breaks and activities in and around Suffolk.

Launched in 2009, the ‘travel agency style’ site, lists over 150 carefully selected local venues, chosen by a
dedicated team that actively encourages programme development and visits every single site to ensure
their suitability.

“All children and young people deserve a fair chance to find out about exciting activities and short
breaks in their area,” says the CSD team. “But for young people with disabilities, some websites just do not have the information they
need to allow informed decisions.”

“This website has really captured the imagination of children and young people with disabilities in Suffolk.”

Since the project’s outset, the site’s users have enjoyed a sense of positive ownership through their involvement in identifying relevant
content and shaping the project. Through focus groups and one-to-one interviews, 150 children, parents and carers set out what
sections should be included on the site.

1,000 young people with disabilities voted on the name of the site and decided what it should look like.

250 families launched the website in July at a family fun day in Ipswich. In the 3 months since it went live, 1,000 unique users have
viewed 36,000 pages, looking at an average of 12 pages per visit. Over 350 activities and short breaks have been published on the site.

The site was developed by CSD as a joint venture between BT, Suffolk County Council and Mid-Suffolk District Council. CSD used an
Agile project methodology to build the site in just 13 weeks.

4 www.activities-unlimited.co.uk
4 www.customerservicedirectuk.com

08
© 2009 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative.

e-Government

Working together to achieve


a fairer society
KPMG is proud of its long standing support and association
with the e-Government Awards which deservedly recognises
excellence and innovation in the public sector.

We believe in today’s tough economic climate driving value and


benefits from IT investments is even more crucial than ever
before. Identifying and celebrating the successful contribution
that technology can make, whether it’s improving the delivery of
services to citizens or driving down costs, or simply doing things
better, is vitally important.

At KPMG we take our Corporate Social Responsibilities very


seriously. We believe it is key to help you deliver impressive
business results in a socially responsible way. That is why we are
proud to be supporting the award category for “Building a fairer
society with e-Government”. It is clear to us from the quality of
submission this year that some really positive initiatives are
taking place breaking down barriers and opening technology and
services to those in most need.

We understand the ever-growing pressure for improvements in


efficiency and effectiveness in the public sector. KPMG has the
people, the skills and the experience to help you deliver
improved public services.

For more information about our services please contact:

Keith Bannister
020 7311 6558

kpmg.co.uk
The primary technology awards
event for the public sector.

2) Central e-government excellence | Take-up & usage growth


(Delivering high & growing take-up of an e-enabled service through effective service delivery & marketing)

Joint Winner HM Revenue & Customs

4 HMRC Self Assessment Online


HMRC’s target beating Self Assessment Online service is at the heart of its customer service,
operational efficiency and revenue collection priorities. The project has demonstrated the popularity of
e-government and shown that it really is possible to transform how government and public interact.

By the 31 January 2009 deadline, 5.8 million online returns were filed online, an unprecedented 52%
increase compared to 2007-08. It achieved overwhelmingly positive customer feedback, and delivered
efficiency savings of £20 million.

SA Online is helping HMRC’s vision to make tax simpler so businesses and individuals pay the right amount, on time, and deliver value
for public money through operational efficiency.

The target for 2009 was to have 58% of SA returns online. The proportion actually filed was 69%, an increase of 52% on 2008. HMRC
is well placed to achieve a key objective for 2012 when 73% of all SA returns submitted should be online. The new service exceeded
expectations for take-up and proved the robustness of the innovative Big IP Diamond infrastructure, deployed for the first time in
Europe.

The peak filing day was 30 January 2009 with over 390,000 returns submitted, 185,000 more than the 2007-08 peak. The busiest hour
was between 4pm and 5pm when 38,000 returns were filed; that’s more than 10 every second.

An extensive communications initiative was carried out to help promote the shift to online filing. The team delivered 225 tailored
events to 11,700 intermediaries, each representing between 10 and 1000 taxpayers, which helped HMRC reach several million
customers.

“The project’s success demonstrates it is possible, with a structured, well planned and executed communications campaign, to
influence and change customer behaviour beyond initial target projections, and that citizens and businesses want to do business with
HM Government online, provided we make it easy for them to do so,” says HMRC.

In-house teams worked with Capgemini, HMRC’s IT partner and prime contractor for SA Online. HMRC’s Ecosystem of best in class
hardware, software and IT services providers, was also managed by Capgemini. The infrastructure partner was Fujitsu; and Ecosystem
partners included Oracle, Sun, Entrust, Integralis, F5, Software AG, EMC, DecisionSoft, GSL, EzGov, HP, Opnet and Digital Fuel.

4 www.hmrc.gov.uk

10
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Joint Winner The National Archives

4 The online 1911 census service


In one of the most ambitious digitisation projects ever, The National Archives undertook to make the
entire two kilometres of paper that made up the 1911 census available online. Completed two years
ahead of its scheduled launch date, the census contained information collected from the 36 million
people living in England and Wales during that time, guaranteeing the survival of these historical
records and opening them up to a global audience.

“Our goal to make the census as accessible as possible to the widest possible audience was achieved
using a fairly unique model for a government IT project,” says the team. “Not only was it delivered on
budget and 2 years ahead of time, but as our commercial partners fully funded the service, we’ve been able to provide the census
completely free to search online. And because we retain all intellectual property rights in the digital images, royalty income is
ploughed back into developing more digital access for our customers, all at no cost to the taxpayer.”

To ensure the best possible online user experience, even during periods when demand was extremely high, the website offered
scanned images in high resolution colour, accommodating 3 times the peak number of searches per hour that were experienced with
the 1901 census launch, capable of dealing with very complex, detailed searches and exceptionally high demand. To the project’s
credit, there was not a single minute of downtime in the first week.

Receiving a staggering 22 million hits within the first 2 days of its launch, and 24 million searches in the opening month, the website
continues to be hugely popular. Since its launch in January this year, nearly 50 million census return images have been downloaded
from the website.

Importantly the project is helping to fuel the now world-leading online genealogy sector. Since its launch, the 1911 census has directly
contributed around 12% growth to the value of the online family history market.

The scanning and transcription of records was carried out by Brightsolid, the parent company of findmypast.

4 www.1911census.co.uk
4 www.nationalarchives.gov.uk

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3) Central e-government excellence | Team


(Proven team-working or partnership activity which has delivered more than the sum of the parts)

Winner Driving Standards Agency

4 Driver CPC Project


The introduction of the European Driver Certificate of Professional Competence (CPC) in September
2009 required all 750,000 professional bus, coach and lorry drivers in Britain to hold a Driver CPC.
Working in collaboration with a number of other agencies and closely involving external stakeholders,
the Driving Standards Agency (DSA) was responsible for ensuring compliance with this directive.
In close liaison with industry and other government agencies, DSA collaborated with the Driver Vehicle
Licensing Agency (DVLA) to develop systems and processes that automated the provision CPCs to
drivers.

The project included some significant IT developments delivered on time and within budget. The DSA and DVLA had to share
information without duplicating and minimise the burden on drivers when contacting either agency.

Industry representatives were consulted to maximise the benefits whilst minimising any additional burden or bureaucracy. A
stakeholder group advised the project from the industry perspective. Co-operation on the design of tests meant that the work-related
skills and knowledge required of new drivers would be properly assessed.

On occasion, this approach meant that DSA had to change its approach, responding to stakeholder concerns by adapting its proposed
solution. The project is a model for future DSA projects and demonstrates that working with the end users reaps benefits that far
outweigh the time and effort that is required. As a consequence, improved relations are already being used in joint working on other
projects.

Peter Huntington, Chief Executive of GoSkills, which took part in the stakeholder sessions, said, “GoSkills has been delighted to
have the opportunity to work closely with DSA on this project. This seems to be a very good example of a positive, open working
relationship based on mutual respect and the expertise which each partner can bring to the collaboration.

Capita is DSA’s IT supplier. IBM/Fujitsu are DVLA’s IT suppliers. Both companies helped to develop the IT systems that underpin the
processes implemented as part of the Driver CPC project.

4 www.dsa.gov.uk

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Highly Commended Foreign & Commonwealth Office

4 G20 London Summit Digital Campaign Team


In the run up to the 2009 London Summit, a fundamental facet of the strategic communications effort
was the event website, www.londonsummit.gov.uk, led by a small FCO digital campaign team. It
published real-time information about the summit aims and outcomes; linked with external partners
to host debate on the key issues; and provided analysis from around the world in multiple languages. It
also provided media information and live-streaming of the event.

Half a million people viewed the London Summit website, with many more accessing the debate
through partner websites. The digital team not only created a web presence with a global reach but
also insisted on a high degree of interactivity, via blogs, Twitter and YouTube, so that audiences across the globe could join the debate.

Many high profile figures, including the Prime Minister, Chancellor of the Exchequer and the Foreign Secretary contributed. Feedback
was highly positive, with 85% of respondents to a post-Summit survey agreeing that website content was trustworthy, and 92%
reporting that they thought it accurate.

This highly successful digital campaign strategy and plan, website build and digital engagement coordination was all completed in-
house by the Digital Diplomacy Group at the Foreign & Commonwealth Office.

4 www.londonsummit.gov.uk

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4) E-government excellence | Leadership & professionalism


(Leading e-government strategies and professional development which contribute to achieving
positive transformation)

Winner Royal Borough of Kensington and Chelsea Council

4 KCics: The Integrated Children’s System that broke the mould


When the government decided that councils should implement a new Integrated Children’s System
(ICS) in November 2006, the Royal Borough of Kensington and Chelsea (RBKC) decided to risk losing
government funding by implementing its own ‘family-centric’ IT strategy: KCics. RBKC is now involved in
helping other councils adopt a similar approach.

Developed entirely in-house, the strategy delivers a productive family-centric social services team who
can take a holistic view of the needs of all members of family, not look at each child in isolation. Rather
than being bogged down with ticking boxes in their software, they can take a positive approach to
social work and confidently apply their experience.

As a result, 100% of the cases are reviewed within the required timescales, compared to a national average of 91.7%, and 89.8% of core
assessments are carried out within 35 days of their commencement, a full 10% more than the national average.

The strategy has been singled out by Ofsted as key in awarding RBKC top scores for Children’s Services and, for the first time, each
individual area assessed was also rated ‘outstanding’.

4 www.rbkc.gov.uk

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Highly Commended University Hospitals Coventry & Warwickshire NHS Trust

4 VitalPAC Project
“UHCW NHS Trust has deployed cutting edge wireless technology to enable a step change in the
delivery of patient care. Using VitalPAC software on handheld computers clinical staff can now record
patient observations electronically, enabling ‘real time’ patient monitoring across the hospital.

The technology was instantly embraced by nursing staff due to the many benefits of collecting
administrative data as a by-product of clinical activity. It also provides excellent support to the business
needs of the Trust. Capacity planning is made much easier, as hospital managers can get a near real-
time view of bed availability.

The use of VitalPAC PatientFlow system and handheld digital PDAs has revolutionised the capture of patient location data as a by-
product of direct clinical care when observations are taken. Locations are now known for most patients in the Trust with an accuracy
ranging from up to 15 minutes for sick patients on frequent observations, to no more than 12 hours for the fittest. The system has
already been deployed across 33 wards. This totals 890 beds and enables over 3500 observations (and patient location fixes) per day.

It is thought to be the first time that the technology has been used in this way.

4 www.uhcw.nhs.uk

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5) Central e-government excellence | Shared services


(Proven shared services which have delivered effective services and efficiency gains)

Winner Kent Connects

4 Kent Public Service Network


The Kent Public Services Network (KPSN) is a single, shared broadband network serving 16 authorities,
1,100 sites and 250,000 users. It is able to deliver massive economies of scale, saving upwards of £9
million since its launch in February 2009; and is delivering faster, more secure, more resilient, joined-up
and more accessible public services.

KPSN enables both back-office and front-line shared services, with early examples including audit,
building control, revenues & benefits, Gateway (multi-agency one-stop shops), and the UK’s first public
sector shared data centre. With unique governance and procurement structures, and a pioneering
strategy for tackling Kent’s digital divide, KPSN is the model for the Cabinet Office’s national PSN programme.

KPSN is delivering high-speed, high-capacity broadband provision to all 14 Kent Councils, Kent Police and Kent Fire & Rescue Service,
linking: 600 schools, 100+ libraries, 276 offices, 17 hospital-based social services offices, 100 Children’s Centres and 18 Gateways (one-
stop shops).

The project had delivered significant savings and efficiencies: £8m (25%) on network provision; staff time worth £0.25m through
centralised network procurement; more than £0.3m (25%) annually on network services; a five-fold increase in bandwidth at no extra
cost and up to ten-fold increase in internet access to schools.

Kent & Medway’s 1 million residents are now enjoying faster, joined-up, more accessible, resilient and secure internet access, and
the project is bringing broadband to businesses and communities in remote areas; with 30% of Kent’s ‘not-spots’ tackled so far, and
business connectivity increased by 55%.

KPSN has been developed in the UK by British ICT professionals, specifically Kent Connects and KPSN partners. Unisys UK is the
network service provider and, as part of KPSN’s GCSX project, brought their Network Operation Centre for 1,000 managed devices
onshore from Brazil. The project also deploys BT’s ServeAssure network monitoring solution, based in Essex. Future planned
developments will continue to be fully designed and implemented by UK ICT professionals.

4 www.kentconnects.gov.uk

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6) E-government excellence | Innovation in strategy on a national level


(Delivering innovative strategies which have demonstrated above-average results in improved services,
processes and effectiveness within the transformational government agenda)

Winner NHS Tayside Health Informatics Directorate

4 EDISON: Electronic Discharge Information System Online Nationally


EDISON is the first nationwide cross-agency individual patient/client management system, now used in
all 14 Health Boards and 32 Local Authorities in Scotland.

As a result of discussions around tackling delayed patient discharges in Scotland, there emerged a
considerable interest in a data collection and management system developed by NHS Tayside working
with its three local authority partners.

The system allows health and social care professionals to access and share real-time information. A
further two partnerships initially purchased the system and it became clear that this would be a valuable tool if used nationally.

The Scottish Government subsequently funded the successful roll-out of EDISON which was supported by NHS Tayside staff. The
system, now hosted on a national server, is available to health and social care professionals in every health board area.

The development of this system and availability nationally has undoubtedly made a major contribution to ensuring secure access to
accurate and consistent real-time information between partner organisations. This will further improve the management of delayed
discharges and ensure patients are moved to the most appropriate setting as soon as medically appropriate.

Service Manager Delayed Discharges at NHS Lothian had this to say about the system, “EDISON has enabled our organisation to hold
a comprehensive and accurate list of Delayed Transfers of Care, which is visible to the 4 council partners who update and modify
information on a continual basis. “

There are clear benefits to the patient, as the system allows for earlier identification of delays which results in earlier discharge and
allows for better patient flow for elective and emergency admissions.

Tracking of progress to discharge of patients has become much easier as all partners are able to input information into the system in
“real-time”, which allows more actions to be initiated promptly, streamlining the patient journey through the system.

The system was designed and developed in-house by NHS Tayside’s Health Informatics team. Following adoption by the SGHD as
a national service the system is hosted by Atos Origin but is still maintained and developed by NHS Tayside’s Health Informatics
Directorate.

4 www.nhstayside.scot.nhs.uk

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7) E-government excellence | Innovation in strategy at a local level Sponsored by


(Delivering innovative strategies which have delivered above-average results in
improved services, transformed processes & results, increased effectiveness)

Joint Winner Cheshire Fire and Rescue Service

4 SPRINGBOARD
This multi agency project incorporating Fire, Health, Social Services and Age Concern enables targeting
of not only Home Safety Assessments (HSA) for older people, but to also offer a range of services,
improving quality of life and raising awareness of the support available.

The initiative is pioneering in establishing data sharing between differing partners; and is one that could
easily be employed elsewhere. The project has resulted in a better use of resources and improved future
targeting. It has shown clear results in the reduction of casualties from fire and the uptake of older
people’s services including benefits amounting to £4.5 million.

In 2007 CFRS developed a full data sharing agreement with health and social care and in April 2008, permission from the Cheshire
Health Caldicott Guardian allowed access to the Cheshire East and Chester West and Chester’s Exeter database.

Based on this CFRS developed risk profiles of individual wards across Cheshire, enabling them to deliver 47,500 HSAs to people over
65s. The visitors also use the opportunity to raise awareness of the services and support provided by Age Concern.

In 2008/09, Age Concern processed 2,454 requests for support from CFRS, ranging from requests for information to specific support
requests such as help with financial management and the provision of benefits. In total, 891 clients (36%) received direct action or
support from Age Concern as part of their ‘Supporting You’ programme.

4 www.cheshirefire.gov.uk

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Sponsored by

Joint Winner Harrow Council

4 Business Transformation Partnership


Harrow Council has combined GPS, mobile working, route planning and CRM technologies to improve
customer service and create a new transparent end-to-end waste management system. Harrow is the
first high-density urban council to use this type of technology like this, and already helped explain
recycling in the borough to several thousand residents.

Each waste collection lorry cab has a touch-screen computer with GPS link and communication
between crews, managers and Harrow’s contact centre. Crews collect waste and log when they finish
each road. They log ‘contaminated’ bins, which can’t be collected (ie plastic bags in a garden waste bin),
and receive ‘missed bin’ requests from residents.

Previously ‘missed bin’ queries took several hours to resolve. Now response is immediate taking just four minutes for a logged event
to be seen at the contact centre. Crews are asked to rectify genuine missed bins (often before even leaving the relevant road on the
route). Or with contaminated bins, residents are automatically sent a text/phone call to explain why their bin was missed and how to
avoid this in future. Intelligent web forms provide more details to those visiting www.harrow.gov.uk.

Through live reporting of opportunities to educate the public about recycling, the system is reducing the amount sent to landfill by
18.8%, saving Harrow £2,682,260 over 10 years (£19.5k in year one). The system will give a 15% reduction in fuel (£11,000 in year one)
by creating the most efficient collection rounds possible. The new technology will save £3.1 million over 10 years.”

Asidua (GB) supplied and developed the over-arching CRM integration solution. Bartec Systems supplied and developed the back
office and in-cab systems and solution. Capita Consulting supplied business analysis. Capita Assurance and Testing supplied system
and user acceptance testing. Capita Business Transformation Partnership team designed the solution and managed the overall
implementation, while Capita Harrow Information Technology Service developed and supported the changes to the network and
firewalls to allow systems to ‘talk’ to each other. Capita Learning & Development developed and delivered training.

4 www.harrow.gov.uk

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The primary technology awards
event for the public sector.

8) Local e-government excellence | Take-up & usage growth


(Ensuring high & growing take-up of an e-enabled service through effective service delivery & marketing)

Winner South Tyneside Council

4 Shifting waste and recycling transactions to the web through effective marketing
South Tyneside Council realised that there were low levels of satisfaction and usage of its waste and
recycling web-pages, but high volumes of waste and recycling telephone calls. It redesigned the waste
and recycling pages to be more prominent and user friendly, heavily marketed the web address as part
of the waste and recycling campaign, introduced a doorstep collection postcode search to the website;
and e-mail marketed the new online facility.

In October 2008, telephone contacts made up 92% of recycling enquiries with just 8% via the internet.
However, by April 2009 telephone made up just 33%, with 67% of enquiries made online. Web contact
saves money. Face-to-face contact costs £6.56 per visit, phone £3.22 per call and web 27 pence per visitor, so the cost benefits are clear.

The SOCITIM Better Connected 2009 survey judged South Tyneside’s website in the highest ranking of “excellent”. Only eight out of
468 local authority websites achieved this ranking. Our rating was for both usefulness of content and useability. It was one of the
reviewer’s favourites: “This is a truly professional website. Even with a quick cursory look it is clear that there are lots of facilities that
will be useful. Real thought has gone into the content and presentation of this site, and with the customer fully in mind. All instructions
are clear and customer focused”.

A customer survey found 74% of visitors were likely to return and a top rating was achieved for customer satisfaction.

Govmetric - Rol provided customer satisfaction surveys, which generated comparative data between volumes of web and phone
transactions. Astun Technology (iShare Maps). Integrated doorstep collections data into My South Tyneside postcode search.

4 www.southtyneside.info/wasteandrecycling

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9) Local e-government excellence | Team


(Proven team-working or partnership activity which has delivered more than the sum of the parts)

Winner NHS Lothian

4 The TrakHealth Programme Team


Over the last four years, the TRAK Team at NHS Lothian have implemented one of the largest Electronic
Patient Record projects in the UK, creating a single database containing all patient records, events
and outcomes for Accident & Emergency; Patient Administration; Radiology Management; Ordering/
Reporting of investigations and Maternity.

This database can be accessed by over 13,000 healthcare professionals within Lothian’s hospitals. These
include, the Royal Infirmary of Edinburgh; Western General Hospital; Royal Hospital for Sick Children and
St John’s Hospital. The team has now started to implement the project in the community giving District
Nurses, Health Visitors and other staff real-time access to comprehensive patient information.

To deliver this project the team have worked with staff to standardise and change key processes and trained the 13,000 users in a wide
range of functionality. The project required the replacement of 14 separate legacy systems and databases with a single integrated
database and web-enabled application, migrating patient data from 7 of the legacy systems. The system also had to be integrated
with both local and national healthcare systems to deliver the Electronic Patient Record.

Four years on, having clinical and administrative data combined in one place means that staff cannot only access the information they
need when they need it, but it also avoids them having to meet twice a day, carrying bundles of paper, to discuss items such as bed
availability as they can now just look at screens.

Patients benefit because their clinicians have access to all the information they need no matter which of the four hospitals they visit,
whether as an inpatient, outpatient or emergency attendance.

Such is the measure of the implementation that other healthcare organisations from within the UK, Europe and the Middle East have
visited NHS Lothian to gauge what has been achieved.

A worldwide healthcare supplier called InterSystems was responsible for providing the core software application, some
implementation services and system hardware.

4 www.nhslothian.scot.nhs.uk

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The primary technology awards
event for the public sector.

9) Local e-government excellence | Team


(Proven team-working or partnership activity which has delivered more than the sum of the parts)

Highly Commended Lincolnshire County Council

4 First Contact: referral scheme for Lincolnshire residents aged over 60


First Contact is a scheme which aims to improve the health and well-being of people aged 60 and over
living in Lincolnshire by ensuring that they are receiving all the services that they are entitled to. It was
initially piloted in the East Lindsey district in April 2008 and due to its success has been countywide
since January 2009. The project involves 31 other partnership organisations, enabling more effective
working across the large, rural two-tier county.

First Contact has helped 91% of customers feel safer and more independent in their homes by putting
them in contact with relevant organisations; this is an extremely positive response to the scheme.

A huge 92% of customers also felt better informed of where to go for help with things if they needed to in the future. Older people
now have a simple way to be referred into services that will develop the prevention agenda in Lincolnshire and enable people to
choose to stay in their own home therefore relieving pressure on nursing and residential placements.

Mouchel Business Services are Lincolnshire County Council’s strategic partner and as part of the project helped to develop and
implement the CRM system which automates the process.

4 www.lincolnshire.gov.uk

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Highly Commended North West Learning Grid

4 National Digital Resource Bank


The National Digital Resource Bank (NDRB) is a content repository that enables the sharing of tens of
millions of pounds of publicly funded resources. It is not simply a technology that breaks down barriers
to sharing, it’s the establishment of a UK-wide community delivering a complete on-line curriculum to
UK schools.

The NWLG Team took responsibility to create such a repository with the sole intention of making it
available to every Local Authority regardless of geographic boundaries.

In just a few months of operation NDRB has made available digital resources that have taken around £30M of public funding to
develop but were largely unused except by their hosting Local Authorities. The repository is expected to increase the value of available
resources to £150M over the next two years.

The commercial cost of content repository licencing would have totalled around £5M per annum, instead the EU funded open source
product AGREGA from Spain has been adapted for less than £100,000, eventually becoming a content management application for
widespread use across other UK public services.

The NDRB used Sirius Corporation plc as its sole technology partner.

4 www.ndrb.org.uk
4 www.nwlg.org

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The primary technology awards
event for the public sector.

10) E-government excellence | Learning & skills


(Public sector online or electronic services which transform education and/or learning & skills outcomes)

Winner Ufi / learndirect

4 learndirect: proven success in delivering mass scale web-supported learning


In the last decade, learndirect has used technology to take learning into the homes, workplaces and
communities of millions of people. It is the single largest contributor to the public service agreement
targets for skills. In 2008/09 it exceeded our target for first Skills for Life test passes by 11,000 and saw
200% growth in National Vocational Qualification (NVQ) delivery from 2007/08.

Last year, learndirect awarded more than 121,000 qualifications, recorded 5.7 million learner sessions,
with 2.3 million messages sent between learners and tutors. Its system has 2.7 million distinct learner
accounts, holds 3 million learner submitted assignments and has industry high levels of availability, over
99% over the last 3 academic years.

In 2009 learndirect completed a project to re-write its core delivery platform and refresh its service offer, enabling it to support true
mobile learning. The project was completed entirely in-house, and provides all the advantages of a client server solution whilst
capitalising upon a web delivered platform. The system can identify and respond when learners are not on track with their learning,
ensuring a consistent experience for all learners, a factor that is central to the learndirect service offer.

This service offer, underpinned and supported by new technology, enables learndirect to deliver quality learning at a low unit cost for
the public purse. It has resulted in savings of £1.5m in support and licence costs per annum and improved learner satisfaction scores,
currently at 96%.

4 www.learndirect.co.uk
4 www.ufi.com

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Highly Commended Lancashire Music Service

4 Lancashire Music Service Interactive - INSPIRA


Lancashire Music Service (LMS) recognised that in order to maximise take up among its workforce and
produce tangible benefits for young people, its workforce must be empowered to contribute to the
digital learning service and direct it to areas of greatest need.

LMS’s digital learning service is now embedded in workforce practice and has been adopted in 417
schools and 50 other Music Services. The success of the digital learning service is evidenced by the
growing number of creative contributions to the service by the LMS workforce. The service has been
adopted by many teachers in Lancashire schools which are not part of the LMS workforce and an
increasing number of other Authorities around the country have adopted the Lancashire digital learning service as a model for their
own service.

The online resources have been developed in partnership with Charanga, a software developer based in Brighton, and in particular
with Mark Burke one of the directors.

4 www.lancashiremusicserviceinteractive.co.uk
4 www.lancashire.gov.uk

25
The primary technology awards
event for the public sector.

10) E-government excellence | Learning & skills


(Public sector online or electronic services which transform education and/or learning & skills outcomes)

Highly Commended The National Strategies - DCSF

4 The National Strategies web area


The National Strategies combined over 35 independent websites into one new streamlined website
making it easier for 1 million teachers and education professionals to access over 16,000 items of
content quickly and efficiently. These resources educate users, through professional development
programmes, to improve the quality of teaching and, therefore, learning in schools and Early Years
settings.

Since its launch in November 2008 the number of visits to the site has increased from approximately
300,000 to over 750,000 per month. The site provides 70 public and private groups, which enable users
to be part of a growing community of mutual support and best practice.

Developed by the National Strategies in-house team, the new site represents a pathfinder for the use of Open Source technologies for
mainstream Government web platforms. The project has resulted in the National Strategies website being one of the largest Drupal
sites in Europe.

4 www.nationalstrategies.standards.dcsf.gov.uk
4 www.nationalstrategies.co.uk

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11) E-government excellence | Sustainable, ‘green IT’ or ‘carbon-efficient’ services


(ICT & e-government services which are helping the environment) Sponsored by

Winner NHS N3

4 N3SP Sustainability project


N3 represents one of the largest VPN services in the world with over 40,000 connections, linking every
medical centre, GP surgery and hospital in England and Scotland. The rationalisation of the N3 core
network presents a number of opportunities for driving and stimulating the green agenda for Trusts and
the NHS as a whole.

The current core network has emissions of 1,364 CO2 tonnes per year. The new core will emit less than
250 CO2 tonnes per year; this reduces energy usage by 80%, saving an estimated 1.9m Kwh per year.
The new core installations commenced in September 2009 and will be completed by March 2010.

The system allows information to be sent digitally where previously it may have been sent as hard copy. Communication between
disparate colleagues can also take place using the systems video conferencing capabilities, enabling greater collaborative working
and negating the need for staff and patient travel between health centres. Over 500,000 electronic prescriptions are sent across the
network each day using the Electronic Prescriptions Service. Over 200 million prescriptions have already been sent electronically over
N3, leading to savings of 1064 Tonnes of paper.

N3 has deployed 17,000 Remote Worker Tokens, enabling NHS staff to connect to central applications and e-mail when away from their
normal place of work. Currently, 23% of staff with such Tokens activate remote access one day every week. This is saving an estimated
150,000 days of staff commuting travel per year, equating to 6 million Km of staff travel and 1,250 tonnes of CO2.

N3SP is an aggregator and uses suppliers such as Virgin Media and Cisco and are working with them to reduce carbon emissions in
their equipment that is supplied to the NHS.

4 www.n3.nhs.uk/then3story/n3andsustainability.cfm
4 www.connectingforhealth.nhs.uk

27
© 2009 KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative.

e-Government excellence:

for sustainable, ‘Green IT’ or


‘carbon-efficient services’
KPMG is proud of its long standing support and association
with the e-Government Awards which deservedly recognises
excellence and innovation in the public sector.

We believe in today’s tough economic climate driving value


and benefits from IT investments is even more crucial than ever
before. Identifying and celebrating the successful contribution
that technology can make, whether its improving the delivery
of services to citizens or driving down costs, or simply doing
things better, is vitally important.

At KPMG we take our Corporate Social Responsibilities very


seriously. We believe it is key to help you deliver impressive
business results in a socially responsible way. That is why we
are proud to be supporting the award category for “Green IT”.
Amongst this years nominations were excellent examples of
how carbon emissions can be reduced by managing assets
and information in a smarter way

We understand the ever-growing pressure for improvements in


efficiency and effectiveness in the public sector. KPMG has the
people, the skills and the experience to help you deliver
improved public services.

For more information about our services please contact:

Keith Bannister
020 7311 6558

kpmg.co.uk

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