Rapid advances in technology are constantly transforming how consumers interact with the world and their expectations. No longer do they want to pick up a phone during office hours; they want instant access to seamless services that are accessible 24/7, 365 days a year.
Like most councils, we’ve been slow to embark on a digital transformation. That is until now. Thanks to our Digital Strategy - and the projects that sit on the Digital Workstream – our digital revolution has begun.
Speaking at the Council of the Future Board in November, Caroline Binnie, Senior Responsible Owner of the Digital Workstream, said the strategy and workstream projects would “change and modernise services in a time of reduced resources and increased expectations from communities”.
She said: “If we don’t grasp the opportunities digital provides, we won’t deliver the Council of the Future. But digital transformation isn’t just about technology; it’s about focusing on customer needs, using data and evidence to ensure we are adding value to their lives, and it’s about culture.”
Our strategy is built around the same three pillars that underpin the digital strategy for local government published by the Scottish Local Government Digital Office. These pillars are:
- ensure leaders provide clarity on the services we will deliver and how we will provide them in the future
- establish the right transformational projects to deliver that change
- make sure employees, citizens and leaders have the skills and culture to embrace digital
- ensure technology is used to understand user needs through data analysis, behaviour tracking and digital engagement
Transforming Services by Design
- undertake a radical rethink of how we deliver services to meet the evolving needs of our customers
- set and define standards of good service design focused on the customer’s perspective
- develop the people and skills to make this happen
Rock Solid Technology
- ensure new models of service deliver are underpinned by technology that is agile, flexible, secure and roust
- deliver more automated solutions and use data to closely monitor services
- embrace Artificial Intelligence – highlighted as a priority for all of Scotland’s 32 local authorities in the next phase of the Digital Office for Local Government’s Digital Office 2.0 programme
- support a virtual and mobile workforce to connect with citizens, communities and colleagues
- help deliver education, telehealth, telecare in a radically different way
Caroline added: “By having these pillars at the forefront of our thinking whenever we look to drive improvement through digital means, we will ensure technology at all levels improves our services and helps us communicate and engage with our communities more efficiently and effectively while also reducing costs. By doing this we will make it easier for those who can interact digitally with us to do so and at the same time free up our time to focus support on those who need it most.”