Putting digital at the heart of public sector reform: roundtable report summary

In today’s climate, where Local Government resources are stretched thinner than ever, the need for efficiency and innovative technology use is more pressing than ever. Yet, despite the buzz around digital transformation, too often, it’s seen as an “add-on” rather than the critical backbone of modern service delivery.

At a recent roundtable hosted by the Centre for the New Midlands, Trowers & Hamlins, and Jadu, 20 Local Government leaders discussed the challenges and opportunities of embracing digital transformation. Their insights illuminated how councils can revolutionise how they serve their communities, tackle barriers, and lay the foundation for lasting change. We have summarised the findings from the session below, or you can read the full report.

From “add-on” to essential: redefining digital transformation

A key theme of the discussion was shifting the narrative around digital transformation. It’s no longer about upgrading IT systems or automating internal processes; it’s about rethinking how councils operate to deliver better resident outcomes. The participants emphasised that the focus should move from outputs - like adopting a new app - to outcomes, such as improved accessibility or more efficient service delivery for the local community.

Security also took centre stage. With cyber threats on the rise globally, any push towards digital must prioritise safeguarding sensitive data. However, transformation isn’t just about tech; it’s about people. Ensuring that Local Government agencies are upskilling their staff, keeping staff informed of updates and changes, and engaging with communities is crucial to guaranteeing digital initiatives succeed.

Inspiration for successful digital transformation can be found overseas, particularly in Estonia, a nation recognised globally as a digital trailblazer. By adopting a top-down approach and involving citizens in the whole journey, Estonia has built a model from which Local Governments in the UK could learn.

The current landscape: where are we now?

What does digital transformation look like in the average UK local council? It’s a patchwork of progress, with some councils forging ahead while others lag behind. A collaborative approach is key to ensuring no authority is left behind. Sharing best practices and resources can help avoid the significant delays plaguing past efforts.

One local authority at the roundtable shared its mission to make life easier for residents and planned to offer multichannel communication, ensuring that they are catered to whether they prefer seamless online interactions or face-to-face engagement. Balancing these needs is a challenge, but one that transformation can address if approached with empathy, planning and foresight.

A recurring pattern of concern among council staff is job security, with fears that automation and artificial intelligence may replace roles. Addressing these anxieties with transparency and upskilling programmes can build trust and pave the way for smoother implementation and higher adoption rates.

Breaking barriers to transformation

While the potential for digital transformation is clear, several barriers remain. Legacy systems are a significant hurdle, with many councils struggling to integrate new technologies with outdated infrastructure or financial strain. Similarly, the sector is rich in data but often lacks the skills or frameworks to harness its full potential.

Procurement processes were also scrutinised during the session, with lengthy and inefficient systems stalling progress. Collaboration, as seen in frameworks like those used by the West Midlands Combined Authority (WMCA), offers a way forward.

Ultimately, strong leadership emerged as the launchpad for success. Leaders must champion digital transformation, understand its value, and inspire confidence among their organisations' teams.

A call to action: what policymakers must do

Policymakers have a pivotal role in enabling digital transformation. They must ensure policies are designed with practical implementation in mind, drawing lessons from the COVID-19 pandemic, where rapid, collaborative responses proved possible.

A top-down approach from Central Government, coupled with localised adaptation, offers the best of both worlds. Centralised digital services can achieve economies of scale while freeing local councils to focus on community-specific issues.

Crucially, funding must match ambition. Digital transformation requires a financial commitment to match its goals. Adequate funding from Central Government for infrastructure, training, and innovation is crucial. Without it, initiatives risk becoming fragmented or superficial, undermining their potential to improve public services and drive societal progress.

The path ahead

Local Government's digital transformation is not just a small IT project—it’s a cultural shift, an organisational overhaul, and an opportunity to reimagine how it serves communities. By embracing collaboration, investing in internal skills, and fostering enlightened leadership, councils can make digital the heart of public sector reform.

The journey will have challenges, but the rewards - a more efficient, accessible, and responsive public service - are worth the effort.

Read the full report.