Bridgend County Borough Council

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Bridgend County Borough Council

Fujitsu worked with Bridgend County Borough Council to articulate its Information and Communication Technologies (ICT) vision with a focus on the specific needs of users. Within this they helped to run CyberSkills workshops, which are designed with a consistent style and content for the purpose of groups of people such as librarians, teachers and retail staff. The emphasis was on friendly facilitation, with plenty of opportunity for hands-on experience by the participants, rather than formal instruction.

The Challenge

Bridgend County Borough Council’s (BCBC) primary objective was to raise awareness of Information and Communication Technologies (ICT) among local small and medium sized enterprises (SMEs). Many saw use of the Internet only as a means to expand an operation and perhaps not applicable to their situation. Yet in many fields, use of the Internet had become a critical aspect of maintaining an existing business.

Fujitsu introduced the council to the concept of CyberSkills, a structured approach to the transfer of ICT skills. BCBC saw the scope for a CyberSkills project to help SMEs use ICT to retain customers, gain new business and improve profitability. It decided to work with Fujitsu and it also invited the Institute of Export and Bridgend College to join in the project. Each partner made a contribution to the project and 50% of the funding came from the Wales Information Society (WIS).

It was called the CyberSkills @ CyberTrade project and its focus was the information society and international trade. It would introduce SMEs to new concepts and technologies through a practical workshop. It would also develop a module specifically related to export skills; and an Information Society Plan for the whole of the county borough. It began in October 1999 and was to last for two years.

The Solution

The solution from Fujitsu comprised consultancy services, educational materials and marketing support.

Fujitsu first worked with BCBC to articulate its vision, focus on the specific needs of users and set measurable objectives. It then helped BCBC to plan how it would attract interest amongst target groups and to prepare for the professional delivery of the workshops.

CyberSkills workshops are designed with a consistent style and content. There was a general-purpose workshop available plus special modules for specific groups of people such as librarians, teachers and retail staff. The emphasis was on friendly facilitation, with plenty of opportunity for hands-on experience by the participants, rather than formal instruction. The workshops were delivered at BCBC’s Pyle Life (Learning is for Everyone) Centre and at one of Bridgend College’s sites. The project’s special contribution was the writing of a module for international trade, aimed at people new to export.

The council used its own informal networks to spread the word to SMEs; it also called on other groups that were in regular contact with businesses. A project programme board was established and this recommended the appointment of a dedicated project manager.Julie Griffiths took up this post: "What we obtained from Fujitsu was a well thought out package based on the philosophy of people first, technology second. The aim was for people to get what they wanted from a computer.There was no jargon and all technical concepts were explained and presented in simple terms. We wanted people to understand what the Internet could do for them and make an informed decision about whether they wanted to use ICT or not."

As the project progressed, CyberSkills workshops were opened up to the wider community.

The Benefits

The Bolton team, made up of Chief Officers from all departments, with the support of Fujitsu refined its ideas about the One Stop services concept, and identified how the operation of the Council would have to change in order to deliver services in this way right across the Borough. Fujitsu is now working with the Bolton team to build an action plan to implement the changes.

Other expected benefits include improved customer satisfaction ratings, gained through greater customer convenience, and increased operational effectiveness.

The Implementation

There were three main achievements: the delivery of CyberSkills workshops for SMEs and for individual residents; the development of a CyberSkills international trade module and the creation of Bridgend’s Information Society Plan.

The workshops were held between September 2000 and December 2001. 93% of evaluation forms were returned and of these, 99.99% rated the workshop as either excellent or good. Many of the companies who had supplied participants subsequently extended the application of ICT within their businesses.

The international trade module was completed in May 2001 and formally launched by Catherine Eva, Head of the European Commission Representation in Wales, on Europe Day 2001. This module was subsequently very well received by Fujitsu and by other CyberSkills Centres.

A key aspect of the project was that it acted as a catalyst for the Bridgend Information Society Plan (BISP). When this was completed in May 2001 and endorsed as the County Borough Council’s policy in November 2001 Bridgend was the only local authority in Wales to have such a plan. It set out how all sectors within the county borough could, by working in partnership, exploit new technologies to support the vision of the National Assembly for Wales to "build a Better Wales for all".

As Julie Griffiths explained "The CyberSkills project helped the council develop a plan which goes beyond the local authority. It supports and encourages partnership working and addresses the use of ICT to achieve a better, stronger economy; better opportunities for learning; better quality of life; better health and wellbeing; and a better, simpler government by capturing these in a living document."

It has also been linked to BCBC’s Implementing Electronic Government Statement and funding has been successfully obtained, through the Single Regeneration Budget, for two people to take the Bridgend Information Society Plan forward over a three-year period.

Through the plan, the council works closely with organisations such as Bridgend College, the local business community and the voluntary sector to ensure that it has a robust and workable means of utilising ICT to contribute to sustainable development, tackle social disadvantage and address equal opportunities.

BCBC is well aware that its efforts to implement e-Government will not serve the borough’s residents if they are not comfortable with ICT. CyberSkills was seen as a key element in helping users, who may otherwise not be able to access new channels of delivery because they lacked basic ICT skills, to become engaged in e-Government.

BCBC decided the best way forward was to build a mobile computer room. Using funds allocated by the Welsh Assembly Government, it commissioned the vehicle and made a successful bid to the National Lottery New Opportunities Fund for three years of revenue funding.

The vehicle, which travels to all parts of the county borough, is fitted out as an ICT training room with a teaching station, six desktop PCs, printer and scanner. Two further workstations can be made available when formal training is not required. There is a broadband Internet connection via a satellite dish that elevates when the vehicle is parked. A lift enables easy wheelchair access and the interior is designed to meet the needs of the visually impaired.

Two facilitators work full time on the vehicle delivering CyberSkills workshops, running Internet drop-in sessions, providing basic skills training and giving general ICT advice on training opportunities. Cyberlink is a free facility for residents and it is now used by all aspects of the community, from youth groups to pensioners. The facilitators also continue delivery of CyberSkills at Pyle Life Centre.

The Expertise

"We were very impressed by the way that Fujitsu was true to the core values of CyberSkills. It is all about what people need in their daily lives and Fujitsu took the time to work with us to ensure that everyone involved had a sound knowledge of the concept of CyberSkills and were confident in its delivery" commented Julie Griffiths. "It took, for example, four months of preparation before we delivered the first workshop. This was because the workshops were part of a much larger vision."

The project was monitored and inspected by members of the CyberSkills Association to ensure that it maintained the principles and standards of the CyberSkills concept. "We were always assured of Fujitsu’s commitment, in particular from our account manager, who continued to attend Programme Board meetings beyond the initial sales negotiation."

Bridgend’s Information Society Plan recognises the potential for ICT in the lives of its citizens and ensures that the council will be able to continue supporting democracy and equality.