Digital Leaders Week: Digital transformation in local government

Image: Digital Leaders

Today is the start of Digital Leaders Week, a celebration of the opportunities and challenges for the digital transformation of Britain’s businesses, public services and society.

Here at the Knowledge Exchange blog, we’ve been taking a keen interest in digital developments in both the public and private sector. To celebrate Digital Leaders Week, we’re revisiting some of our digital-themed blog posts from the past, and bringing you up to date on current developments.

Several articles on our blog have highlighted the potential of digital technologies as drivers of internal transformation and improved service delivery in local government.

In May 2016, we looked at the benefits of digital for local authorities, noting that research by Nesta and the Public Service Transformation Network had suggested local councils could save £14.7 billion by moving all transactional services online and digitising back office functions. This echoed the findings of Policy Exchange, which reported that £10 billion could be saved by councils making smarter use of data and technology.

But another article on our blog also pointed to some of the reasons why local government was struggling to develop digital strategies, including limited infrastructure, red tape and funding issues:

“In theory, providing technical solutions to local government services should provide long term efficiencies. Yet, in an era of constrained budgets, finding the initial capital for digital projects can be challenging. Leaders in councils trying to fund social care services and schools may not view digital as a priority.”

Further blog posts have indicated that some councils are overcoming the barriers to digital change:

“For example, Cambridge City Council have launched Cambridgeshire Insight, a shared research knowledge base which allows over 20 public and third sector organisations to publish their data and make it freely available. We have also seen 18 councils coming together to collaborate on a project which aims to keep electoral registers up-to-date, potentially saving £20 million a year.”

Today, more councils are embracing the challenges and opportunities of digital. A good example comes from Adur & Worthing Councils, which believes that digital inclusion can greatly improve the lives of local people. Among the digital services now offered by Adur & Worthing is an online payments facility. In addition, online access points enable residents to get up-to-date information on important issues such as council tax, recycling, public transport and cultural events.

Another example is Nottingham City Council’s workflow management app, introduced to replace an inefficient paper-based system:

“The new app allows staff from customer services, highway inspectors and response teams to enter faults, such as potholes or damaged street lights, directly into the system. It then automatically allocates the fault to the relevant inspector and, once the work is completed, digitally signs it off. The council has reported that the app has created £100,000 in savings in less than one year.”

However, we’ve also underlined that there’s more to digital transformation than getting the technical aspects right:

“With digital transformation, technology is less important than the vision and leadership provided by senior officials. Encouraging data sharing across organisations, empowering employees, and importantly, investing in digital services, are just some of the key ingredients.”

It’s clear that digital transformation is a journey, not a final destination, and we’ll continue to report on the ways in which local government is embracing digital technologies for the benefit of councils and citizens.

Our next Digital Leaders Week blog post, on Wednesday, looks at digital developments in Singapore and Estonia.


With over 90% of UK local authorities as customers, Idox has built relationships that last across a varied portfolio, incorporating specialisms such as electoral management, business transformation, software solutions, managed services and front-end design and delivery. Our recent white paper explores the new digital trends being embraced by local government.

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