Modernising delivery
This programme will support making it quicker and easier for residents, businesses, and visitors to get things done with us, especially for everyday services like payments, applications, and requests for services. We aim to achieve financial savings whilst improving customer and user experience. This programme will also make sure that we are utilising technology internally to ensure we are working efficiently and effectively. This will involve using more efficient ways of communicating with us and accessing technology to simplify interactions and ways of working.
Modernising delivery savings
These are smaller but targeted savings, delivered through service modernisation, including:
- Resident experience - Developing a Resident Experience Strategy and an action plan to deliver improvements, making it quicker and easier to access council services. A resident survey to baseline resident satisfaction and experience to measure improvement (to be repeated bi-annually).
- Modern workplace - Planning and delivering digital improvements across council services to improve outcomes and the experience for residents. It includes developing business cases to show how these changes will create both financial and wider benefits. A key focus is expanding the use of Artificial Intelligence across council services. It also looks at rolling out corporate AI platforms (including Copilot and a central data system) across all services to support transformation.
Both Resident Experience and Modern Workplace are currently at feasibility or foundation stage and focus on service improvement whilst supporting the delivery of savings over time.
Changes to this programme:
- Outbound mail - Reducing print and postage costs by moving to digital channels. This project has been moved to business as usual with some elements of the work, such as looking at contracts and procurement of our printers, being considered in the context of the Modern Workplace project. The decision for this change, made at the Corporate Improvement and Transformation Delivery Board, highlighted the continued need for all of us to think before printing or posting to help reduce costs.