What happens when you have submitted a request
When you have submitted a request there is a step by step process we follow.
Initial triage
Digital and ICT colleagues review the request to understand:
- what problem is being solved?
- what outcome is needed?
- is technology the right answer?
- has something similar already been delivered?
- does it align with council priorities?
Discovery
Where needed, a short discovery is carried out. This might include:
- understanding the current process
- speaking to staff and customers
- mapping pain points
- identifying risks
- exploring options
- quantifying benefits and saving
- building a clear case for change
The purpose is to understand the problem before deciding on a solution.
Prioritisation
Directorates are responsible for helping prioritise their own requests.
Not everything can be delivered at once, so requests are assessed against factors such as:
- service impact
- corporate priorities
- risk reduction
- customer benefit
- efficiency gains
DDaT governance review
The DDaT Board reviews priorities and resource allocation.
Its role is not to design solutions, but to ensure the right work is being undertaken in the right order and that resources are being allocated appropriately across the council.
Delivery
Once approved and prioritised, the work moves into delivery using the most appropriate approach, which could include:
- process improvement
- automation
- digital forms
- case management
- data solutions
- system integration
- new applications
- procurement of third-party technology