Digital transformation in local government: A practical guide

Digital transformation in local government enables councils to enhance public services and better serve communities through the use of modern technologies. It also helps authorities to achieve more efficient spending.

When we talk about digital transformation, we’re not just equipping local councils' back office staff with new technology and training. It’s a multifaceted process that goes far beyond simply adopting more modern technology; it’s a top-to-toe overhaul of the systems traditionally used by local governments to create a better connected, more understood, community. 

 For the local community, this means having access to a variety of ways to get in touch with their local council whether that’s for support and advice, to handle complaints or submit feedback. This might come in the form of improved web functionality featuring interactive webpages, improved contact forms and even dedicated apps for specific service needs. Finding new ways to interact with, and engage, residents and stakeholders is the beating heart of digital transformation. 

 Improvements in interactions with residents need to be further supported by better use of the newly collected information and data. This is where the back office system enhancements come into their own. Introducing big data analytics, local authorities can more quickly gain valuable insights into the needs of their community and use these to make data-driven decision making. As the workforce becomes more technologically proficient the use of predictive analytic software can be used to help councils anticipate trends in service demands. This in turn enables more proactive resource planning, streamlining service delivery and improving the responsiveness to the needs of the local constituents. 

 Ultimately the purpose of digital transformation is to deliver more responsive, citizen-centric, services to better connect the local community. 

Our local councils play a significant role in shaping the quality of life and experience in our communities. However it is becoming increasingly challenging to ensure that local communities have a positive experience. As we move deeper and deeper into the digital era where everything from our food shops to our prescriptions can be fulfilled online, citizens are expecting their interactions with local authorities to follow suit. Embracing digital transformation is not just a matter of keeping up with the times, but it’s imperative to meet the rising demands of a digital-first community. 

Following the COVID-19 pandemic, which really highlighted the importance of digital readiness as many jobs and services moved online or remote, now is the opportune moment for local councils to make decisive and proactive progress toward digital maturity and the wide-ranging benefits that it offers. For anyone still unsure of the pros of embracing digital transformation, if improved operational efficiency, reduced paperwork, faster and more confident decision making, and providing quicker access to services sound like things you want to see in your workplace, then digitalisation is the way forward.

 Providing over 800 essential services to local constituents, efficiency and effectiveness can be hard to come by. Digitalisation provides a solution to repetitive routine tasks, labour-intensive paperwork and convoluted processes. These reductions translate into cost savings that can then be redirected toward more impactful initiatives that benefit the local residents and area. The digitalisation of services also makes them more accessible for your residents as it opens up more channels of communication. Helping locals engage with the right departments, at the right time, in a way that’s easy for them enables more access to information and participation in decision-making processes that will have an effect on their lives.

 As residents have more opportunities to communicate, local authorities will find themselves accumulating vast amounts of essential data. The ability to analyse and pull insights from this information becomes critically important. This is where digital maturity can truly shine. With the implementation of advanced analytics tools (which can sound intimidating, but are incredibly user-friendly!) decision-makers feel empowered to make choices based on real-time data. Being able to respond, react and predict service demand contributes to more effective resource allocation, less budget waste and ensures that councils are able to move with the evolving needs of their communities. 

 In the context of a post-pandemic world, digital maturity is a safe haven of resilience. By taking the time now to invest in a robust digital infrastructure and online service capabilities, local councils can better react to unforeseen circumstances; maintaining continuity which is crucial for community well-being. 

 In summary, the key benefits of digital transformation for local authorities are: 

• Enhanced operational efficiency; automating labour-intensive, repetitive, tasks to reduce costs and streamline processes
  

• Improved communication channels; digital services make it easier for residents to engage with their local government, access and share information, and participate in decision-making

• Data-driven decision-making; advanced analytics tools take the guesswork out of what the community needs and wants

• Real-time feedback; evolve with the growing and changing needs of your community with access to their real-time needs

• Resilience; digital maturity ensures that essential services remain accessible, even during a crisis

• Prepared for the future; position your local authority to thrive in a digital-first future 

The Local Government Association’s (LGA) Digital Transformation programme is an innovative new initiative put in place to empower local authorities as they navigate the challenges of the digital era. Emerging in response to the escalating demands of communities to be able to better communicate with their local councils, the programme aims to speed up the time needed to transform public services at a local level through the adoption of technology and digital tools. It also goes beyond this, with an aim to develop digital solutions that can be reused by other councils in the future; reducing the risks associated with digitisation and providing a tried and tested framework that councils can integrate seamlessly into their ways of working. 

The LGA’s commitment to supporting local councils is underscored by the availability of funding, which alleviates some of the challenges associated with budgetary constraints and concerns. This financial support serves as a catalyst for local councils across the country; encouraging and facilitating their journey toward digital maturity to deliver exceptional services and better meet the needs of the community. 

LGA report: Transforming local public services using technology and digital tools and approaches

One of the primary aims of the LGA is sharing information such as case studies and insights, that will better facilitate digital uptake in local councils. Their report Transforming Local Public Services, Using Technology and Digital Tools and Approaches, highlights examples of councils using technology to improve efficiency, save money, and deliver a better experience to their community. Still unsure of the benefits of digitalisation? The London Borough of Hillingdon saved an impressive £750,000 a year moving to Google Apps, while Shropshire Council’s Project WIP open source website service saved £204,000 over an initial five-year period. These are not arbitrary figures - digital transformation really can be a turning point for local councils. 

An example that we felt was particularly interesting is the case of Bristol City Council who found an innovative way to use mobile technology to improve the efficiency of its mobile, neighbourhood-based, staff. They equipped 60 of their community-based workforce with mobile tablet devices; new iPhone and Android tablets, pre-installed with a range of standard software solutions that would allow each officer to complete their daily tasks without having to visit an office to do so. The staff had their roles modified to include mobile reporting of issues such as fly tipping, and were provided with a short training session on their device and the apps. In the span of a year, between June 2013 and May 2014, 565 reports were submitted by these 60 officers resulting in a cost saving of £2,356 and an increased level of reporting from staff. In addition to this, office hours were reduced for 25% of the staff which was part of an even larger programme of facilities reduction which was forecasted to save the council an estimated £10 million over the span of three years. The benefits here impact not just the local community, but the council itself and the happiness and wellbeing of Bristol City Council’s staff. 

 The benefits don’t stop there, though. At the same time, local champions were identified by neighbourhood-based staff, and training was delivered to these individuals to encourage digital uptake in the community. This positively contributed to an increase in online transactions of 22,000 over the year and saved an estimated £91,700 compared to telephone reporting. 

 That’s over £10 million of savings made through investing in just 60 devices. A prime example of how even the smallest investment can have a significant impact. These are the kind of figures that The Barcode Warehouse loves to support. Interested in making these savings for yourself? Why not book a consultation with one of our team to discuss how investing in mobile computers and PDAs could help you achieve similar results. 

Digital transformation can feel like a big, intimidating thing to try and tackle. The good news is that help is always available. The Crown Commercial Service (CSS) has put together some useful guidance to help local authorities as they progress toward digital maturity. They have grouped together common requirements and challenges into six core categories. Each category addresses specific aspects that are essential to the modernisation of local council operations. This acts as a framework for local councils to identify where they most need support from a specialist provider. The categories and their focuses are: 

• Technology products and services; covering IT hardware and off-the shelf solutions to managed services, aggregation and technology solutions 

• Digital capabilities; helping you with your commercial needs from cloud hosting to software and support from digital specialists 

• Cyber security; systems, software and services to keep your data safe and secure from any digital threats 

• Software; that works harder for you. From data analytics to AI and automation. 

• Network services; from access to the Health and Social Care Network (HSCN) to telephony and local connectivity services and data sharing and transfer

• Memorandums of understanding; preferential pricing and discounts to maximise your budgets

The good news is that the team here at The Barcode Warehouse are perfectly positioned to help councils and local governments with their technology products and services, and software needs. 

The challenges faced by local governments in the digital era are significant but not impossible to overcome with a digital transformation strategy. Rome wasn’t built in a day, so it’s unlikely that your transition from legacy systems to modern technology will be either. The easiest way to transition through digitalisation and into digital maturity is to take it step-by-step. This involves first an assessment of the current landscape, budget planning and prioritisation, investment, training, pilot tests as proof of concept and finally full integration and security refinements. 

Our aim is to provide a framework, support and guidance so that local councils can fulfil their digitalisation objectives and pave the way to a more efficient, responsive, and forward-thinking local government sector in 2024 and beyond. Below, we outline some of the key steps in the digitisation process, and how we might be able to better support you throughout. 

1. Assess the use of outdated technology and software

The first step in any digital transformation journey is to take an inventory of your current technology and software. Taking the time to conduct a comprehensive evaluation should involve identifying obsolete technology, understanding their limitations and recognising weaker areas that would benefit from modern solutions. You should also talk with your workforce and understand what their current frustrations are - what they can't currently do and what takes them the longest amount of time to complete. Councils should also consider factors such as system compatibility, any security vulnerabilities, and the potential for integration with new technology. Once this is complete, councils are then able to prioritise areas that are due an upgrade, delivering a digital transformation strategy that addresses pain points and aligns with the departments overall objectives. 

2. Plan budgets carefully

Proper budget planning is crucial for local councils as they go through the stages of digital transformation. A clear budget ensures that the implementation and changes will be as successful as they can be with the limited budgets that are available. It also delivers transparency and accountability when spending public funds. 

When planning your budget, it’s vital to allocate resources strategically so that initial investment costs, ongoing maintenance and potential training needs for staff are covered. By anticipating and planning for these expenses ahead of time, councils can minimise the risk of running out of budget and ensure the continual operation of digital systems.

3. Invest in new technology to reduce overall cost of ownership

Investing in new technology when budgets are already tight may seem counterintuitive. But in this case it really is true that you spend money to save money. Investing in new technology offers local councils a way to make significant cost savings, not on the devices themselves but in the operational efficiencies that come along with them. The automation of repetitive tasks, better resource utilisation, less reliance on paper and saving on the costs associated with document handling and printing; all of these seemingly small efficiencies add up over time to make a significant cost saving. 

Of course, it’s vital to ensure that you’re investing in the right technology for the right use cases. Talk to our team to discuss your device and software solutions.  

 4. Provide regular training for staff

Taking the time to really listen to your teams who will, ultimately, be using the new technology, and really understand their current pain points, frustrations and concerns will be worth its weight in gold. 

When implementing new technology and systems, it’s vital that training is delivered frequently and regularly. Not only will this breed confidence and proficiency in the team, but it also ensures that your devices and software are being used to the best of their capabilities. The team at The Barcode Warehouse can provide ongoing training on everything from how to set up new devices to how to use software and keep your data secure as part of our Managed Services. 

 5. Run small digital maturity pilot tests 

Pilot projects play a key role in your digital maturity journey. In order to mitigate risks and ensure the successful implementation of any new technology or processes, a pilot test should be run in low-impact, receptive environments. The results from the pilot allow decision-makers in local councils to assess the effectiveness and impact of digital solutions on a smaller scale before widespread adoption. This approach acts as proof of concept and provides a safe and controlled environment to identify and resolve any challenges or issues. They also provide the perfect opportunity for your end users to give their feedback, making any further refinements before committing to larger scale investments. 

6. Prioritise cyber security

As you progress from pilot studies to rolling out changes more broadly across the authority, it’s imperative that you prioritise cyber security. Collecting more data from your community, through more online channels as well as transitioning from legacy technology to new technology, you may find yourself at increased risk of vulnerabilities and cyber attacks. 

From protecting your mobile devices to your desktops, investing in robust cyber security will keep your data safe and protect against costly data breaches; both monetary and trust. At The Barcode Warehouse, our team can equip your devices with security solutions designed to provide end-to-end security as well as meeting your unique data protection and compliance requirements.