Digital Transformation

We will transform services by the innovative use of digital technology that is effective, easy to use and designed around user needs.

What we will achieve for citizens and businesses in the next five years:

  • Services transformed by the innovative use of digital technology. To do this we will:
    • Adopt a “Digital First” approach to drive transformation within the council – services are delivered digitally by design
    • Develop a culture of collaboration and innovation within the council, embracing, trialling and implementing new technology 
    • Support the council’s Transformation programme embracing digital technologies as a key enabler
    • Review and re-engineer service delivery in the light of new and existing digital technologies 
    • Develop the use of automation including opportunities for Robotic Process Automation (RPA) and Artificial Intelligence (AI)
    • Work with the Shared Resource Service (SRS) as a key partner to deliver outcomes
  • Digital solutions that are innovative, effective and easy to use. To do this we will:
    • Adopt a user centred design focus for all service delivery
    • Develop effective and intuitive self-service facilities including “My Council Services” CRM system and mobile application
    • Redevelop the council website to provide a sustainability model
    • Review major IT systems, their suitability, customer experience and self-service facilities on an ongoing basis.
  • Digital solutions that are available 24x7 from anywhere. To do this we will:
    • Develop effective and intuitive self-service facilities including “My Council Services” CRM system and mobile application
    • Redevelop the council website
    • Support the council’s Transformation programme embracing digital technologies as a key enabler
    • Continue to develop and deliver the council’s New Normal programme
    • Increase the number of digital solutions delivered via cloud services to improve accessibility, availability, resilience and sustainability.
  • Digital solutions that meet design, accessibility, Welsh language and other standards. To do this we will:
    • Improve the design and accessibility of council IT systems including its website 
    • Development of standards around self-service facilities including “My Council Services” CRM system and mobile app
    • Improve the Welsh language facilities of council IT systems including its website
    • Develop digital standards for major IT systems working with Procurement and customers/users.
  • A positive contribution to climate change & environmental targets including reduced travel, waste and energy consumption by the use of digital solutions. To do this we will:
    • Provide technology solutions that reduce the need for customers and staff to travel including collaboration, hybrid meeting facilities and self-service facilities
    • Migrate to more energy efficient technology solutions including data centre and cloud provision
    • Maximise the use of digital solutions to reduce paper usage including digitising paper records
    • Minimise data storage to reduce infrastructure requirements and reduce energy consumption
    • Embed reduce, reuse, recycle principles in digital policies and practices.
  • The council’s website is the preferred channel for customers, together with council app, customer account facilities and other digital communication platforms such as social media. To do this we will:
    • Adopt a ''digital first'' approach to transformation within the council - services are delivered digitally by design
    • Redevelop the council website
    • Information is customer focused, accurate, up to date and consistent across delivery channels
    • Actively promote and signpost residents to online services at every opportunity
    • Extend the use of digital communication platforms such as social media to engage with citizens and businesses
    • Development of effective and intuitive selfservice facilities including “My Council Services” CRM systems and mobile app.
  • Access channels that are joined up effectively, providing choice and consistency of service. To do this we will:
    • Information is customer focused, accurate, up to date and consistent across delivery channels including social media communications
    • Development of effective and intuitive self-service facilities
    • Redevelop the council web site
    • It systems are integrated wherever possible to provide more accurate information and reduce data entry.