The Challenge
Digital First has worked with Lambeth Council to develop a high level, evidence based digital strategy that can play a key role in driving digital agenda. The digital strategy is also important for supporting the funding and creation of a digital transformation programme which can support technology enabled change in the coming years.
The main aims of the work included:
- Continuing the progess towards becoming a more digital council
- Expanding on the work of other local government and digital strategies, focusing on areas and ideas suitable for Lambeth
- Mapping out the future strategy for digital transformation in the following years
- Shaping digital service priorities and developments
- Aligning technology transformation strategy which includes future infrastructure and applications
- Aligning cybersecurity and information governance strategies
- Establishing political support and investment for the council wide digital transformation approach
The Solution
Digital First collaborated with the Council’s key service areas which included technology and change teams, leadership team and other stakeholders, as well as gaining customer insights externally via other London Boroughs and local government to drive the development of the digital strategy.
In development of the strategy we:
- Carried out mobilisation and document and data analysis
- Provided workshops which involved digital design meetings to gain insight of the current digital baseline across the council
- Engaged with the council to capture the wider digital standing including, infrastructure, skills and inclusion opportunities
- Produced an agreed strategy with a set of recommendations, high level investment view and a plan for the council to begin early implementations
The Results and Benefits
Deployment of the digital strategy provides benefits which include:
- Improved customer experience due to the service redesign promoting online as a first and best choice due to easier engagement with council, as well as the creation of end-to-end customer journeys which helps to keep customers informed and avoids delays and frustration
- Using data to support the innovation and development of new services for business and residents
- Increased productivity and efficiency of the workforce due to the use of digital technology which enables agile and mobile working to deliver highly responsive services
- Improving the borough’s digital infrastructure to offer better connectivity for business and residents
