Agenda item

The Committee noted progress in delivering the Digital Strategy 2024–2027, including a range of achievements across digital platforms, business intelligence, infrastructure modernisation, digital inclusion and Technology Enabled Care.

Key developments highlighted included the launch of the new Council website, the expansion of business intelligence dashboards, the modernisation of ICT infrastructure and continued work to strengthen cyber security. Progress was also reported in relation to digital inclusion and technology enabled care, alongside ongoing work to improve connectivity, develop smart city initiatives and build strategic partnerships. The next steps agreed by Cabinet in December 2025 were noted, including accelerating digital transformation, strengthening inclusion activity and further embedding technology within adult social care services.

It was reported that an awareness programme was being delivered through libraries, using data and metrics, such as garden waste participation, to help identify residents who may require additional support. Joint sessions with Microsoft had been held in libraries, and Members noted the importance of access to online services through the Council’s website.

Members were advised that the Council’s digital capability was strong, but that the main challenge was ensuring that all staff were able to fully utilise the technology available. Progress had been made in building staff capability through regular internal communications, training delivered via the Digital Academy and the development of digital champions. It was noted that delivery reports and website improvements were supporting colleagues, including housing officers, to better assist residents while working in the field. It was emphasised that cultural change was needed alongside technical solutions.

Members sought assurance that back?office systems were sufficiently prepared to support digital delivery and highlighted the need to balance ambition with organisational capacity. It was acknowledged that private sector benchmarks created high expectations around speed and responsiveness. The Clean Streets app was cited as a positive example, having streamlined business processes and provided useful analytics to identify trends, support behaviour change and address issues such as fly?tipping. It was noted that care was being taken to avoid over?promising and under?delivering.

Concerns were raised about potential gaps between customer reporting systems and internal council processes, particularly in relation to response times. It was reported that issues had been identified, with highways presenting particular challenges, and that further updates would be provided once timelines had been confirmed.

Clarification was provided in relation to laptop provision. It was explained that original numbers had been based on contractual assumptions and that some devices had since been found to be unsuitable due to rapid technological change. As a result, numbers had been reduced and further reviews were planned. It was also reported that a partnership with a charity had been established to provide SIM cards. Members were advised that residents were not required to create an account to access digital services and could do so as guest users.

RESOLVED: That the Committee:

1.    Noted the progress made in delivering the Digital Strategy 2024–27, including achievements across digital platforms, business intelligence, infrastructure modernisation, inclusion, and Technology Enabled Care.

2.    Noted the next steps agreed by Cabinet (December 2025), particularly the acceleration of digital transformation, strengthening of digital inclusion activity, embedding of technology into adult care services, and enhancing strategic partnerships.