Lead Member: Councillor Alex Wagner, Deputy Leader and Portfolio Holder for Transformation & Economic Growth

Lead Officer: David Baker, Head of Service for Automation & Technology

RESOLVED

2.1  To approve the Digital Roadmap 2026–2030, attached at Appendix A. Appendix B (plan on a page) provides details for each workstream the key activities during each phase of the roadmap and benefits over the life of the programme. This supports delivery of the Corporate Plan, Improvement Plan, Digital Strategy and Financial Sustainability Programme.

2.2.    Endorse the phased delivery approach set out within the roadmap, comprising:

Phase 1 – Mobilise, Prioritise and Decide (2026/27)
Phase 2 – Foundations and Early Value (2027/28)
Phase 3 – Scale and Transform (2028/29)

Phase 4 – Optimise and Sustain (2029/30)

2.3.    Note that the roadmap establishes the strategic direction, delivery priorities and initial funding envelope for digital transformation and that future investment decisions relating to major system replacements, platform licensing, implementation activity and associated procurements will be subject to separate business cases, governance approvals and procurement processes where required.

2.4.    Delegate authority to the Service Director for Enabling Services and the Head of Service – Automation and Technology, in consultation with the Portfolio Holder for Transformation and Economic Growth, to make amendments to the roadmap, delivery sequencing and associated delivery plans, provided such changes do not materially alter the strategic objectives, scope or overall direction approved by Cabinet.

The Deputy Leader presented the report setting out a phased four year programme 2026 – 2030 to improve customer access, organisational efficiency and financial sustainability through the use of digital technology, automation, data and artificial intelligence. Key priorities include improved customer relationship management, enhanced contact centre services and greater system integration, while maintaining a "digital by choice, but human when it matters" approach.

Questions were raised regarding detail on the overall costs, anticipated savings and governance arrangements associated with the programme. The need to learn lessons from previous transformation initiatives was highlighted alongside the need to ensure clear accountability, quantified benefits, sufficient resources, robust gateway processes and effective public scrutiny.

A request was made for regular progress reports to the Finance and Improvement Scrutiny Committee covering delivery milestones, expenditure, projected costs, benefits realisation, workforce implications, cyber and data risks, and any changes to programme scope. It was also suggested that future major system procurements should be subject to scrutiny prior to approval and supported by comprehensive business cases.

The Deputy Leader explained how the proposed approach differed significantly from previous transformation programmes and had been informed by lessons identified through the PwC review. The roadmap had been developed around the Council’s specific requirements rather than a standardised consultancy model and included flexibility to adapt priorities over time.  Individual projects and investments would continue to require separate business cases and approval through existing governance arrangements.

Further discussion focused on the cultural and organisational changes required to support successful digital transformation. Recent digital developments were welcomed, including improvements to public information services, but the importance of understanding workflows, reducing avoidable demand, improving first-contact resolution and measuring the impact of change was emphasised. The need for staff training, digital skills development and wider culture change was highlighted.

It was noted that the first phase of the roadmap was focused on establishing the foundations necessary to support future transformation and ensure the successful adoption of new systems and ways of working.

RESOLVED

2.1  To approve the Digital Roadmap 2026–2030, attached at Appendix A. Appendix B (plan on a page) provides details for each workstream the key activities during each phase of the roadmap and benefits over the life of the programme. This supports delivery of the Corporate Plan, Improvement Plan, Digital Strategy and Financial Sustainability Programme.

2.2.      Endorse the phased delivery approach set out within the roadmap, comprising:

Phase 1 – Mobilise, Prioritise and Decide (2026/27)
Phase 2 – Foundations and Early Value (2027/28)
Phase 3 – Scale and Transform (2028/29)

Phase 4 – Optimise and Sustain (2029/30)

2.3.      Note that the roadmap establishes the strategic direction, delivery priorities and initial funding envelope for digital transformation and that future investment decisions relating to major system replacements, platform licensing, implementation activity and associated procurements will be subject to separate business cases, governance approvals and procurement processes where required.

2.4.      Delegate authority to the Service Director for Enabling Services and the Head of Service – Automation and Technology, in consultation with the Portfolio Holder for Transformation and Economic Growth, to make amendments to the roadmap, delivery sequencing and associated delivery plans, provided such changes do not materially alter the strategic objectives, scope or overall direction approved by Cabinet.