The COVID-19 pandemic led to dramatic and rapid change within local authorities. From remote working to virtual committee meetings to innovative service delivery, councils have made good use of technology to get things done in difficult circumstances.
But digitalisation isn’t just about technology. It’s an ongoing transformation that requires an often-dramatic mindset shift and, when fully embraced, can lead to better experiences for residents and staff.
In this blog, we’ll explore 3 ways councils can progress digital transformation in a measured, sustainable way that delivers value to stakeholders and constituents.
1. Start with leaders
For digital transformation to stick, you need cultural change that embraces new ways of working. And to achieve that, you need an example set at the top.
Councils therefore need to embrace a digital mindset at an executive level. That means technology can no longer just be the focus of IT. The entire senior leadership team needs to buy into the vision and promote a digital-first approach in their overall council strategy.
If people feel their leaders believe in digital, then they’ll be more likely to embrace it, too.
2. Focus on challenges and measurable KPIs
If you buy a new piece of software or introduce a new tech solution without a clear idea of what you want it to do, you’re never going to realise its true value. Digitalisation is most successful when it focuses on solving particular, identified challenges and has measurable success factors.
Councils that want to get the most value from digital investments should therefore start by looking at what challenges their residents and staff are facing instead of focusing on what products are on the market.
The easiest way to do this is by working with technology providers early on, so together you can understand the challenges and make sure solutions will provide real value for all stakeholders involved.
3. Get hyper-local
Different communities have different needs, and different needs require different solutions, because there’s no one-size-fits-all approach to local authority digital transformation. This means projects should be formulated with a hyper-local focus, so you know they’ll connect with service users in the right way.
Thus getting communities involved with digital projects and using their experiences and feedback to improve solutions. That way, residents feel ownership of the improvements – and you know you’re investing in services that will have a positive impact on the people they serve.
Embrace the digital council of the future
The pandemic has shown us just how quickly local authorities can innovate when pushed. Now it’s time to take lessons of COVID-19 experiences and use them to drive ongoing transformation.
Want to hear more about digital innovation in councils?
Join our virtual roundtable on 7th April at 11.30 AM and hear from the panel of experts on how customer experience technology helps local authorities overcome their current challenges. Don’t miss out: register today!