Developing a new ICT & Digital Strategy and Target Operating Model

Our client, a local authority in Greater Manchester, provides essential public services through key support, frontline and community-based functions, often in collaboration with external partners and agencies. ICT is a cornerstone of these vital services, enabling efficient delivery through effective technology and digital solutions management.

To align with our client’s vision and corporate plan, ICT and Digital services must synergise to create foundational and operational services infused with innovation, insight and the capacity to support change.

Challenge

Drawing from our extensive experience in supporting public sector organisations with digital, data and technology advisory, Mason Advisory understood the local government ICT and Digital context. The Covid-19 pandemic highlighted the potential of technology and digital solutions under extreme and unpredictable circumstances, with rapid technology implementations to meet urgent demands.

Mason Advisory was commissioned to collaborate with our client’s ICT management team, and the business stakeholders to develop a new ICT and Digital Strategy, along with a new supporting ICT operating model. As well as technology and future operational support requirements, the strategy needed to consider and encapsulate all aspects of the Council business areas, including partners, in line with strategic business vision, objectives, and future demands.

Solution

Working closely as an integrated team with the IT Director and IT management team to develop a comprehensive new approach. This involved a series of current state assessments, engaging key stakeholders including IT staff, Directors, Executive Directors, and Heads of Services. Through an iterative process, we co-designed and co-created the new Digital & IT Strategy, outlining strategic enablers and the approach. The Future Operating Model (FOM) included capability designs mapped to a skills framework and key user journeys, informing the design of the new staffing structure.

The detailed assessments included:

• A review of the ecosystem environment in which local government IT services operate, including high-level benchmarking.
• A digital maturity assessment using our unique Digital maturity framework.
• A detailed review of information, contracts, and budgets
• An IT and business alignment assessment using our unique assessment

IT service management assessment using our unique framework across 26 service management practices. 

Outcome

Following the acceptance of the  strategy by our client’s cabinet, they began to implement the DDaT strategy and the new Target Operating Model (TOM). The strategy and TOM underpin their corporate and digital plans for the future and provides a modernised perspective of a local authority’s technology and digital functions.

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