How have Monmouthshire County Council approached their Digital Transformation Strategy?
Well, we have our digital strategy and it broadly covers seven themes because we want to improve the overall digital maturity of the council. Firstly, we need to build a digitally skilled and enabled workforce, so we need to make sure that we’re training and upskilling our staff.
Secondly, we’re looking at digital customer services. We need to have end-to-end customer services so we can respond to our customers, but for us it’s about channel choice and not necessarily channel shift. We also need to build digital capacity and automation but our businesses need to do their service redesign first before they start looking for a digital magical wand.
We’re looking at what processes don’t need a human response and therefore can be automated. We’re also interested in the technology, making sure that our residents are able to access our services via smart devices and our staff have the right tools to do the job. We’re looking at making sure our data and evidence is interlinked with all of our data sets - that we have open data. Linked to that we’re making sure that we have common digital platforms and standards, making sure that our information is integrated.