Hillingdon Council will make investments £9m to enhance the best way residents entry providers as a part of a brand new digital technique for the subsequent three years.
Agreed on 10 October, the technique units out 4 predominant ideas, which embody prioritising residents’ wants, finishing up an agile method to supply, delivering new enterprise fashions pushed by information, and adopting a “one council” method by creating undertaking groups and shared objectives.
The technique may even create 5 distinct workstreams, which can focus respectively on constructing providers on-line by default; sourcing higher information to make higher selections; modernising council infrastructure and methods; constructing digital capability and inclusion; and delivering a digital place.
Via these ideas and workstreams, the West London council will goal to streamline residents’ expertise when accessing providers and data to allow them to perform primary transactions rapidly and solely make contact with the council as soon as; create a contemporary, digital expert council workforce; and perceive residents’ wants by the usage of information insights to form the service enhancements.
The technique will additional goal to enhance providers whereas both sustaining or decreasing the general prices.
“Whereas we have now, thus far, already made a number of digital enhancements, this new technique and funding of £9m in digital applied sciences will considerably propel our imaginative and prescient of being a extra digital council into actuality and immensely enhance our resident, customer, enterprise and workers expertise,” stated councillor Douglas Mills, Hillingdon’s cupboard member for company providers.
“The doc offers a broad, overarching framework for efficient enterprise planning and powerful efficiency administration inside the council to drive the transformation of providers to proceed to satisfy the altering wants and expectations of our residents and permit folks to transact with the council faster and extra successfully.”
In response to the technique doc itself, making providers on-line by default will embody a revamp of the council’s web site in order that it’s comprehensible and customers can simply discover the data they want with out having to contact the council. It added the web site might be accessible through single sign-on and get customers to the place they have to be inside two or three clicks.
Funds may even be put on-line for all payable providers, making the council cashless for all however probably the most susceptible residents.
On Hillingdon’s use of knowledge, it added it might engineer its methods information so it’s simpler to mix and analyse, and work with suppliers to get higher entry to our personal information; enhance its information warehouse to ship insights and acquire “a single view of the shopper”; and utilise machine studying (ML) and synthetic intelligence (AI) to enhance buyer experiences and make the council extra environment friendly.
The council’s information seize and assortment efforts might be used, for instance, to trace the efficiency of property, resembling boilers in council housing, vitality use and sustainable vitality administration methods.
The council may even perform a knowledge cleaning and discount programme to eradicate duplicate data and make information extractable and correct.
To modernise its methods and infrastructure, the technique dedicated the council to growing a “clear architectural imaginative and prescient and mapping for all council expertise methods”, which can embody constructing integration factors and automating present methods, whereas making certain that any newly procured methods use open utility programming interfaces (open APIs) to make their future integration simpler.
This may even entail a “overview and refresh” of all back-office methods in order that they are often transitioned to “trendy, cloud-based expertise”.
