Digital strategy 2022 to 2025

The vision

Using Digital to deliver the services our customers want whilst driving out cost

To support this vision there are:

  • 5 digital streams to provide a framework to deliver the strategy, The digital streams reflect that this is a whole-council drive to improve service outcomes, modernise and streamline those resources and processes that lead up to those outcomes and allow the council to meet its financial challenges
  • Guiding principles that will be used in developing our digital solutions. These will ensure that there is a consistent quality and focus on the solutions that we provide for our customers and internal business processes

Digital strategy streams summary

Provide digital services for residents and visitors that they will use by default but recognise that others may need additional support.

Give our people the tools to do the job and develop digitally for the future.

Capturing, using and sharing data to provide better outcomes.

Systems and an ICT infrastructure that allows end-to-end digital service delivery in a secure environment.

Working with partners to make our district the digital place to be.

Guiding principles

A digital mindset is prevalent within the council – digital first.

Digital solutions are easy to use and wrapped around the customer:

  • Customers can view and update their data where appropriate
  • Solutions that are intuitive and know the customer

Solutions and processes that are digital end-to-end with no manual intervention and remove the need for paper.

Ensure the systems we use can maximise digital potential:

  • New systems must embrace and enhance digital
  • Legacy systems need to be reviewed to assess their digital potential

Focus on the volumes – not everything will make sense or represent value to digitalise.

Explore solutions that will develop our customer’s ability to interact with the council 24:7 such as AI and chatbots.

Better use of data to develop services and work smarter with our partners.

Use digital opportunities to create a leaner organisation with a reduced cost of service:

  • Redeployment
  • Multi-skilling

Recognise that digital has its limitations in certain situations and there is still a need for more traditional areas of operation and intervention:

  • Vulnerable customers
  • Those with complex needs
  • Assist those who are digitally excluded into being able to use digital services
  • Staff and team engagement

More information