Dumfries and Galloway Council Is Enhancing Customer Experience and Achieving Savings as Part of Its Digital Strategy Implementation Plan.

During the Economy and Resources Committee meeting of Dumfries and Galloway Council held on 21 November, a report was presented that covered the progress made in implementing the Council's Digital Strategy Implementation Plan and the ICT/Business systems asset class capital programme 2023/24 over a period of six months.

This included an overview of the work done so far, the progress made, the upcoming key projects, and the delivery of the Digital Strategy Implementation Plan. Our Council's Implementation Plan aims to enhance customer experience, promote automation, reduce costs and resources, and improve service efficiency.

Dumfries and Galloway Council is making significant progress with its broader digital transformation programme:

- Developing a Customer Relationship Management (CRM) system to improve customer service and efficiency.

- Completing the Scotland-wide re-procurement of the broadband contract for the wide-area network (SWAN2) in April 2023, with BT winning the contract. As part of the contract, 37 regional schools and office sites will be upgraded to the new network.

- Implementing public Wi-Fi in the Council's buildings in two phases and promoting public Wi-Fi services as they become available.

- Receiving the Cyber Essentials Certificate and being approved for Public Services Network compliance in April 2023.

- Initiating a project to improve how the Council manages electronic records and documents through the Electronic Records and Document Management System (ERDMS).

- Developing a new Digital and IT Services resource structure to improve customer service and rebalance the management of core IT services and core infrastructure with the need for digital service redesign capacity.

- Implementing the new learning experience platform, MyLearning, for all Council colleagues.

- Completing a Digital Skills Survey and identifying areas with a digital skills gap. The Council aims to achieve significant savings through digital transformation over the next five years.

- Developing the Digital Transformation Plan and monitoring the net spend position of the ICT/Business Systems Asset Class capital program for 2023/24.

- Agreeing on a 2023/24 - 2025/26 capital budget, including a crucial investment for the ICT/Business Systems Asset Class Capital Programme.

- Reporting the asset class in two components: ICT Asset Management and Business Systems digitisation and improvements. The ICT Asset Management element of the program focuses on providing an enabling digital infrastructure, while the Business Systems element continues to support the implementation of the corporate Digital & ICT Strategy and the delivery of the Council's Transformation Programme.

- Improving data and digital information management to enhance customer information and enable a 'tell us once' approach.

The Digital Transformation Board will continue monitoring and developing the Digital Strategy and Implementation Plan and scrutinising potential digital opportunities.

Councillor Ian Carruthers, Chair of Dumfries and Galloway Council's Economy and Resources Committee, said: "Our Council is committed to ensuring that Dumfries and Galloway is at the forefront of digital innovation and that our region's communities have access to the best possible services. I am confident this plan will be a key driver of our digital ambitions."

Councillor David Inglis, Vice Chair, said, "The Digital Strategy and Implementation Plan is essential for our Council's future success. It will help us to make the most of the opportunities presented by digital technology and ensure that Dumfries and Galloway Council is a leader in the digital space. We will continue to ensure our Council takes full advantage of the opportunities that digital brings for the benefit of residents and businesses."

ENDS