Minutes:
The Chief Operating Officer and Head of Digital provided an update on Digital Transformation highlighting progress and updates on various digital transformation initiatives within the Council. Members heard that the Hillingdon Digital Strategy was approved in October 2024 and this outlined the Council’s vision for the next three years. It was reported that the Digital Strategy included a three-year investment program aimed at enhancing efficiency, modernising processes and leveraging data to improve decision-making.
The presentation detailed five cross-council programs under the Digital Strategy, including the development of seamless systems and automated processes, the delivery of a single view of the customer/household to drive evidence-based decision-making, the provision of an end-to-end customer journey and enhanced digital inclusion, the replacement and consolidation of outdated systems and the delivery of new devices along with the implementation of a learning and development program for officers and Members.
The presentation provided key updates on various programs across departments. The Corporate Services department had launched the Resident Hub on 1 January 2025, merging Customer Experience and Business Administration, automating over 10 processes and delivering a £1m saving. The Digital Inclusion program had provided laptops to 69 residents, with plans for more devices. In Finance, key processes in Financial Assessments for Adult Services had been automated and a new AI-enabled telephony platform had been introduced. Revenue and Benefits were developing key automations, with a new resident portal in progress.
Members also heard that in the Place directorate, Waste Services were undergoing a systems review and Parking Services and Repairs Service had moved to an AI telephony platform. In Adult Social Care & Health, an Electronic Medication Administration Record system was being introduced and the Families Information Service had moved to an AI telephony platform. In Children Services, the Fostering and SEND websites were being updated, and the Stronger Families Service had also moved to an AI telephony platform.
The Committee commended the initiative offering laptops to vulnerable residents and noted that alternative advertisement methods, such as through libraries, to reach digitally excluded individuals would be explored. The initiative initially involved staff nominations of users, as the Council was cautious about advertising widely to avoid overwhelming demand.
In terms of identifying all of the Council’s data sources and system, it was explained that officers had identified all data sources and systems through an information governance board, emphasising the importance of data security and informed decision-making, especially with the rise of AI. Continuous efforts were being made to improve data governance and usage. It was noted that the Council aimed to consolidate over 100 telephony platforms into a single AI platform to improve resident experience and prioritise calls from vulnerable residents. There was also a transition from Cisco telephony to integrating telephony within Microsoft Teams.
Officers acknowledged the need to support residents who preferred non-digital methods and there was investment being undertaken in improving both digital and non-digital services. There were also checks in place to prevent duplicate records and efforts to manually cleanse data, with AI tools being used to improve data accuracy.
The importance of feedback mechanisms for improving services, particularly in housing, and the need for a balance between digital and paper-based processes were emphasised. The importance of feedback was acknowledged with plans to include more feedback into new ways of working. The ongoing efforts to revamp the website and improve digital processes were highlighted, with a focus on testing and regularly updating processes to ensure they met all user needs.
In terms of AI, the Council's efforts to integrate AI and other digital tools to enhance services and improve efficiency were noted. The use of AI bots and chatbots to handle customer interactions, translate messages into different languages and support Members in their work was highlighted. The importance of user feedback and testing, particularly from less digitally savvy individuals, to ensure the effectiveness of digital transformation initiatives was noted. Members also heard that the Council's investment in Microsoft Copilot to assist staff in managing tasks and improving productivity was providing to be helpful for staff productivity.
The Committee thanked officers for the comprehensive presentation.
RESVOLED: That the update on Digital Transformation be noted.