These were our key achievements in 2020-2021 – the first year of our digital strategy.
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Our key achievements of 2020-2021 were as follows:
Staff and workforce
- Improved the stability and capacity of the council’s infrastructure to provide remote workers with reliable connectivity .
- Increased the delivery of replacement laptops to 55% of devices being less than fours years old from 25% and deployed additional laptops to enable colleagues to work remotely
- Developed a suite of resources to encourage upskilling and help colleagues adjust to remote working, including supporting mental health and resilience.
- Launched a Digital Ambassador initiative to increase digital capability within the organisation and embrace opportunities that the digital era offers to change our ways of working.
- Enabled and supported multiple live online events and webinars, including a borough-wide recovery conference involving over 200 people, a month-long Digital Festival, and all public meetings.
- Implemented a new approach to performance management to help increase engagement between employees and managers and increase staff development and well-being.
Services and customers
- Enabled all councillors to interact digitally by providing updated equipment; giving them support and training where needed to enable them to champion digital services.
- Recruited staff with new skills in business analysis, content, user experience and service design.
- Commissioned and procured new solutions to support the priority service design projects and enable more efficient and collaborative working designed around people’s needs.
- Launched a Community Hub and dedicated call centre within days of the first lockdown, so that our most vulnerable residents had easy access to vital additional support.
- In 2020, customers carried out over 320,000 online transactions across more than 100 different services, an increase of 30% from 2019.
- Agreed new Customer Experience principles and new governance arrangements for the digital platform to improve our residents’ interactions with us and make them consistent and reliable across all channels.
Place and community
- Signed our first master wayleave agreement which enables the supply of free high quality internet connections to some of our most vulnerable residents as well as our community facilities.
- Provisioned 750 devices for children being schooled at home and 150 4G internet connections to schools across the borough, to help bridge the digital divide in the borough.
- Worked with the third sector to secure and provide residents and schools with 200 recycled devices, with a further 900 secured for distribution this year.
- In partnership with our local Community Voluntary Service, we created, trained and supported 100 digital champions across the borough.
- Established a council-wide Digital Inclusion Network which will monitor the progress of the delivery of devices and connections and development of skills within our communities.
- Delivered a month-long Digital Festival covering a huge range of topics and reaching hundreds of staff, partners and residents.
Collaboration and data
- Developed emergency data sharing arrangements to enable greater insight into the needs of our most vulnerable residents.
- Redeveloped our open data website, making it much easier for people to access various sources of data, increasing the organisation’s transparency.
- Established effective governance to review and monitor progress on delivering the benefits of digital to all.
- Implemented a new system and associated process for managing Data Protection Impact Assessments, improving our ability to share data safely and make data-driven decisions.
- Established a new Data Science and Quality team to improve the integrity of our data and empower data-driven decisions.
- Migrated our file storage to the cloud, taking a big step towards achieving a fully mobile and collaborative workforce whilst reducing the amount of storage in our data centre.