Local authorities across the UK are grappling with how to best leverage digital technologies to improve services and drive efficiencies.
The topic was explored at Think Digital for Government, where a representatives from local councils joined technology provider Netcall to share their insights and experiences.
One of the key challenges is prioritising which digital initiatives to focus on, said Ade Bamigboye, CTO at the Royal Borough of Kensington and Chelsea.
“It’s always going to be difficult, because from the local government perspective, you’ve got issues with councils or members who have their own local interests and making sure their services meet the needs of their constituents,” he explained.
Bamigboye said it is important to reach out to the community to understand their priorities, but noted that ultimately, “it still comes down to difficulty deciding what the issues we need to do, and then trying to reach some sort of consensus internally.”
Christopher Faires, digital and technology manager at Hertfordshire County Council, echoed the challenge of balancing priorities, with similar pressures on budgets.
“The roads are something which everyone engages in. Not everyone necessarily engages in children’s services. So politically, it’s got a lot of support to maintain investment. There’s a balance act that everyone’s trying to do. Around services.”
The panel also discussed the need to ensure digital transformation doesn’t leave vulnerable residents behind. Statistics from Age UK suggesting that in London, 13 councils offered only partial offline access to services.
Additionally, when it comes to investing in digital innovation, the speakers emphasised the need to build a strong business case. Bamigboye explained how his council has adopted a data-driven approach, using process modelling and cost-benefit analysis to “reduce the risk in terms of us being able to simulate model options, but it also makes it apply to decision makers better information so they can be more objective, reaching conclusions.”
Faires outlined a six-pillar approach to digital innovation, including developing solutions, measuring effectiveness, and communicating success.
“If you can make a business case for digital the other is then communicating that out so that you can talk in yoga about what you’re doing and other people learn,” he said.
The panel also discussed the role central government can play in supporting local digital innovation. Phil Rumens, digital services manager at West Berkshire Council, suggested that central government should provide resources and opportunities for local authorities to test new ideas, noting that “if you want to try things out, small things in small locations, and try new things out, and have the resources to do that, councils can often move quicker than central government to approve or disprove things.”
Overall, the discussion highlighted the complex challenges facing local authorities as they navigate digital transformation, as well as the importance of collaboration, data-driven decision making, and support from central government.
As Keith Graddon, business development manager, govtech at Netcall – a specialist in process automation and customer engagement – observed, “There’s probably more innovation in local government than people give it credit for. It is there.”
