Service deliveryDigital Customer ServiceWigan Council to reveal how it has embedded a digital culture from the ‘inside out’

Wigan Council to reveal how it has embedded a digital culture from the ‘inside out’

Free webinar offers public sector organisations a unique insight into how local authority has developed and harnessed the skills and leadership culture needed to achieve successful digital transformation

Alison Mckenzie-Folan, deputy chief executive and director of customer transformation at Wigan Council, will host a webinar on 1 March 2017 to discuss her experience of digital transformation within a council, how it is more than simply upgrading technology, and what impact is has had on the local community.

The authority, which has won multiple awards for its transformation, set out its digital vision two years ago with the aim of making life easier for its residents.

Positioning itself as a digital leader in local government, Wigan Council worked in partnership with Agilisys in implementing the MyAccount Digital platform, an online tool that makes it easier to contact the council, pay bills and report environmental problems. Today, more than a third of Wigan’s population have signed up to My Account.

At the same time, the council has enhanced its own IT systems and technologies and recruited more staff with digital skills, including the creation of half a dozen digital innovation posts.

Alison McKenzie-Folan, deputy chief executive and director of transformation and customer service at Wigan Council, explains: “Right from the offset, our digital strategy focused on growing digital skills and tackling digital exclusion. Whilst we knew that the technology solutions would come relatively easily, how well we have taken people on the transformation journey with us has ultimately determined how successful we have been in delivering the shift to digital.

“It’s not enough to digitise services; residents and staff need tech skills as well. Much of that is about going digital ‘inside out’; putting digital right at the heart of everything we do to create a digital eco-system.

“Local government is making real progress in redesigning public services for the 21st century but if we’re going to take full advantage of all that the digital revolution has to offer then we need to be ready to up-skill existing staff and attract the right talent to drive long term digital transformation.”

Public sector employees who are looking to embed digital into their organisation’s culture are invited to take part in the free webinar on Wednesday 1 March.

Participants will hear from Wigan Council’s deputy chief executive Alison Mckenzie-Folan, who will share how a successful transformation programme is often determined by how well both the workforce and customers have been included and engaged on the journey to digital. The hour-long webinar starts at 11.00am, and will include an interactive Q&A session. Click here to register.

Photo: Peter Searle, for LGC, January 2017

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