As we move towards delivering digital services, we need to redesign how services are delivered from the customer’s perspective, to become a truly digital council rather than reproducing manual processes online.
For example the creation of an online form to trigger a call back from the council, is different from providing a truly digital service.
A digital service would allow the customer to submit a form, which would automatically trigger the appropriate action required to fulfil the customer’s request.
We are currently carrying out a full assessment of our ways of working, the back office systems and how information is managed.
Many of the services we provide are physical activities such as recycling collections, or care for vulnerable adults. These may not be digital products but the processes that enable a resident to receive these services can be made digital to the fullest extent. These can include online booking of appointments, digital payments, online application forms and access to customer profile information.
We will enable the “digital by default” approach by:
- making services accessible online 24 hours a day on any device including smartphones, tablets etc, so that applications and payments can be made at any time, anywhere, in a way that meet the demands of our customers. This will bring the council in line with other organisations, meeting customers’ expectations of access to public services and products
- providing our customers with a choice to make a transaction online using a personalised account
- we will regularly review website content, using web analytics and statistics to constantly improve the information. We will prioritise the most popular transactions - allowing customers to easily find what they’re looking for on the website
- making digital services easy to use will save money, time and officer expertise
- to make this happen, we need to act as a Smarter Council, and in embracing this challenge we will:
- put customers at the heart of digital service redesign
- capture data on how services are being used to allow us to continuously improve our services
- audit back office systems
- make best use of IT infrastructure to enable sharing of non-sensitive data across departments and external organisations
- share our experiences and lessons learnt from engaging with customers and from enabling change.
Who is leading the transformation?
The Chief Executive of Sutton Council is leading on the digital transformation. The Digital programme (e-Volve) will coordinate organisation-wide digital change as a Digital Transformation Programme whilst providing support and governance in design and implementation of digital service improvements, tangible efficiency savings and improved customer experience.
To ensure that we are consistent in our approach, our Digital Strategy is aligned with our other council initiatives i.e. Smaller Bigger Different’, ‘Sutton Plan’, Customer Insight work and is guided by a set of principles which have been developed to support the council’s digital vision.