New digital strategy launched to enhance online services for Hillingdon residents

The plan builds on previous successes and sets out an innovative vision for the next three years.  

It includes:   

• improving residents' experiences when accessing services and information so they can carry out basic transactions quickly and only need to make contact once 
• creating a modern, digitally skilled council workforce equipped with the systems and technology to do their work and put residents first 
• understanding residents' needs using technology to combine data and get insights to shape service improvements 
• improving services while maintaining or reducing costs.  

The strategy sets out four main principles to deliver the vision, which include prioritising residents' needs, carrying out an agile approach to delivery, delivering new business models driven by data, and adopting a 'One Council' approach by creating project teams and shared goals. 

And five workstreams will be created, which will focus on building services online by default; sourcing better data to make better decisions; modernising council infrastructure and systems; building digital capacity and inclusion; and delivering a digital place. 

Hillingdon Council has already made great strides in its digital journey by:  

• becoming the first in the country to introduce an automated voice and web chat function on its phone lines and website 
• supporting residents who are unable to use technology 
• making its digital infrastructure more modern and reducing the number of applications 
• quickly adapting to hybrid working 
• improving digital connectivity across the borough by increasing bandwidth at council sites to give residents better access to the internet. 

Cllr Douglas Mills, Hillingdon Council's Cabinet Member for Corporate Services, said: "While we have, to date, already made a host of digital improvements, this new strategy and investment of £9 million in digital technologies will significantly propel our vision of being a more digital council into reality and immensely improve our resident, visitor, business and staff experience. 

"The document provides a broad, overarching framework for effective business planning and strong performance management within the council to drive the transformation of services to continue to meet the changing needs and expectations of our residents and allow people to transact with the council quicker and more effectively." 

To read the digital strategy and for information and support to help you get online, visit www.hillingdon.gov.uk/digital-everyone.