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Digital Infrastructure Workstream

In order to support our residents to use our services online, give our staff the best tools, and make better decisions with data, we need modern technology infrastructure. This means systems that talk to each other, reliable hosting and platforms, technology for handling data, communications and collaboration, and modern architecture.

To do this, we need consistent oversight over our technology estate, robust governance, and standards and policies that are clear and easy to follow.

Outcomes

  • Staff have the connectivity and equipment to work from wherever they need to

  • Staff can safely access the online resources they need to be effective at work

  • Our technology estate is resilient, good value, centrally managed, and regularly reviewed

  • We can access, analyse, and safely share the data in all our back-office systems so that we can build better services

  • Our staff have a seamless experience of accessing the systems and data they need, to operate effectively within a digital workplace

  • Staff communication via video, voice and messaging will be seamless and simplified

  • We have an excellent view of our customer’s interactions with our end-to-end services

  • We can quickly build, deploy, and improve integrated digital services to customers and staff using online, phone or other channels

  • We can engage and communicate with our residents, businesses, visitors and staff using effective modern digital tools

  • We have a clear architectural vision and roadmap to support our digital strategy

We have modern digital tools to help manage our vehicle fleet and provide better data about our refuse service.
 

Actions

  • Implement fibre class connectivity to each of our staff workspaces

  • Complete our migration of internal services to modern hardware and decommission the old equipment

  • Develop a centrally managed ongoing device refresh programme to maintain and provide appropriate hardware to support hybrid working

  • Develop a whole council data access and analysis strategy, and work with our suppliers to ensure that their tools meet our needs

  • Replace our intranet with a set of tools that allow staff to find the information they need to do their jobs quickly and effectively

  • Additionally we will invest in the rollout, uptake and usage of our cloud based internal collaboration, communication and hybrid working tools

  • Review the restrictions on which online resources our staff can access, in conjunction with reviewing our computer policies and engaging with staff about their needs and responsibilities

  • Review our archiving tools and policies with our users, to ensure that we have a better balance between cost and access

  • Bring in new digital process tools to create modern digital services, with accessible online forms and case management capability

  • Review our customer management needs and develop a CRM plan for the whole council

  • Bring in a new digital tool to manage engagement in a consistent manner with citizens

  • Introduce tools that allow us to better manage our email and social media communications with residents

  • Develop a business case for improving our refuse collection service, using in cab technology to reduce costs, manage our fleet, and improve the customer experience.

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