Hillingdon Council is set to invest £9 million over the next three years to enhance residents’ access to services with a new digital strategy. The council approved this plan on October 10, focusing on four main principles: prioritizing residents’ needs, adopting an agile delivery approach, leveraging data to drive new business models, and fostering a unified “one council” mindset through project teams and shared objectives.
The strategy includes five key workstreams. First, it aims to make online services the default option. Second, it will focus on gathering better data for informed decision-making. Third, the council plans to modernize its systems and infrastructure. Fourth, it emphasizes building digital skills and promoting inclusion. Finally, it aims to create a digital-friendly environment.
With these principles and workstreams, Hillingdon Council wants to simplify how residents access services and information. The goal is for residents to handle basic transactions quickly, ideally only needing to contact the council once. The council also seeks to develop a digitally skilled workforce and use data insights to better understand residents’ needs and enhance services, all while keeping overall costs stable or even lower.
Councillor Douglas Mills, Hillingdon’s cabinet member for corporate services, remarked on the significance of this initiative. He highlighted that the £9 million investment will bring the council closer to its vision of a more digital service, improving experiences for residents, visitors, businesses, and staff. He added that the strategy provides a solid framework for effective business planning and performance management, enabling the council to adapt to the evolving needs of residents.
The strategy outlines plans to revamp the council’s website so users can easily navigate it and find the information they need without direct contact. The website will feature a single sign-on option, allowing users to reach their desired information within two or three clicks. Additionally, the council intends to move all payment options online, creating a cashless environment that accommodates only the most vulnerable residents.
On the data front, the strategy emphasizes improving the way the council manages data. It aims to streamline data systems for easier analysis and work with suppliers for better data access. The council will upgrade its data warehouse to provide comprehensive customer insights and utilize machine learning and artificial intelligence to enhance customer experiences and operational efficiency. For instance, data collection will help track asset performance in council housing, such as boiler efficiency and energy use.
The strategy also includes a data cleansing initiative to remove duplicates and ensure accurate data extraction. To modernize technology systems, the plan calls for a clear architectural vision for all council systems, including building integration points and automating processes. New systems will be required to use open APIs to facilitate future integration. Furthermore, the council will review and upgrade its back-office systems to transition to modern, cloud-based solutions.
