Twelve subject matter experts representing local councils, housing associations and CRM subject matter experts recently came together to share their views and experience on digital transformation. The round table connected I.T., Customer Service and Digital Strategy experts in a board room setting to share knowledge on best practice within local authorities.
Discussion topics supplemented a recent survey of 150 key local government stakeholders with the intention of learning from and challenging local government’s direction of travel with regards digital strategy.
Hot topics and key findings
The round table output broadly matched the survey results with the following observations:
- Common objectives – Cost saving and increased internal efficiency are acknowledged as desired outcomes of change and a demonstrable business case is a pre-requisite for any investment.
- Embracing culture change – Although widely applied outside of work, there is some reluctance in implementing a digital approach within local government service delivery. The two main drivers behind this are: fear of failure and/or denying access to services to the vulnerable which could result in social exclusion.
- Appetite for excellent user experience – Similar to the private sector although the business case for change is slightly more difficult to prove as the ability to raise income or revenue is not necessarily considered politically acceptable.
- Best practice shared – There is a desire across local government to share and learn from best practice within the sector as well as from other sectors, such as utilities or retail.
- Learn and apply – Independent analysis and advice from credible organisations would help local government teams build a roadmap for modernisation that is both deliverable and inclusive.
“The Complete Guide to Digital Transformation” (to be published June 2016) will provide further key findings and recommendations for public sector strategy and project teams to create and implement a coherent digital strategy over the next 3-5 years.
Ahead of the white paper on 19 May in Manchester, there will be an event exploring how councils and housing associations are converting contact centres into digital service centres as part of a wider transformation strategy. You are invited to join industry experts to discuss the most pressing issues contact centres face today. Find out more and book your place at the event here.