Digital strategy 2022-2025
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
Stream 1: Digital services – Provide digital services for residents and visitors that they will use by default but recognise that others may need additional support.
Stream 2: Digital people – Give our people the tools to do the job and develop digitally for the future.
Stream 3: Smart data – Capturing, using and sharing data to provide better outcomes.
Stream 4: Secure and modern systems to use – Systems and an ICT infrastructure that allows end-to-end digital service delivery in a secure environment.
Stream 5: Digital place – Working with partners to make our district the digital place to be.
- 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:
- 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