Issue - meetings
Digital Transformation Programme Update
Meeting: 24/03/2026 - Overview and Scrutiny Committee (Item 73)
73 DIGITAL TRANSFORMATION PROGRAMME UPDATE 
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INFORMATION NOTE OF THE CUSTOMER AND DIGITAL SERVICES MANAGER
To provide an update on the Council's Digital Transformation programme.
Additional documents:
Decision:
Councillor Val Bryant, as Leader of the Council, presented an Information Note entitled ‘Digital Transformation Update’, following which Members asked questions.
Minutes:
Audio recording – 27 minutes 39 seconds
Councillor Val Bryant, as Leader of the Council, presented an Information Note entitled ‘Digital Transformation Update’ and advised that:
· The Digital Transformation Programme had accelerated significantly since the adoption of the Netcall platform and the Digital Strategy, which had been revised and shared with Members in January.
· Work had shifted from large scale bills to business process mapping, strengthening resilience, improving customer journeys and ensuring efficient processes ahead of Local Government Reorganisation.
· The programme continued to enhance visibility, transparency and accessibility by improving the digital front door for residents, while maintaining non-digital access routes.
· Grant funding from the UK Shared Prosperity Fund had been used to expand digital inclusion support provided by North Herts Centre for Voluntary Services, who provided skills training devices and Digital Champions to support digitally excluded residents. The remaining funding been used to create a temporary Digital Inclusion Officer position within the Council to analyse exclusion, improve customer journeys and strengthen accessibility across services.
· The Digital Team continued to build accessible, intuitive and compliant digital services supported by customer services insights and clear user guides.
· Major projects delivered such as the Garden Waste platform had reduced manual workload, and improved both accuracy and customer experience.
· Next steps included focusing on business process analysis, improving customer experience, maintaining transparency and ensuring alignment with strategic priorities.
In response to questions from Councillor Paul Ward, the Customer and Digital Project Manager advised that:
· Further updates to the Safety Advisory Group platform would make events more visible to Members through a read-only diary of upcoming events.
· The Co-Pilot Acceptable Use Policy had been signed off and could be shared with Members of the Committee after the meeting.
The Chair thanked Councillor Bryant and the Customer and Digital Project Manager for their presentation of the Information Note.