What's next
4.1 The 2025-2028 Digital Roadmap
This three-year roadmap outlines a phased approach to delivering our Digital Ambition. Structured under three themes the roadmap translates ambition into action – starting with the deployment of essential digital infrastructure, progressing through service-wide integration, and culminating in transformative innovation.
Each year builds on the last to ensure that digital tools not only enhance service delivery but also empower residents, businesses, and communities to thrive in a modern, connected borough.
Training programs
Workshops, online courses, and certifications.
Mentorship
Pairing with experienced mentors and peer learning groups.
Resources
Access to digital libraries and toolkits.
Continuous development
Regular assessments and feedback mechanisms.
The 2025-2028 Digital Roadmap
This three-year roadmap outlines a phased approach to delivering our Digital Ambition. Structured under three themes the roadmap translates ambition into action – starting with the deployment of essential digital infrastructure, progressing through service-wide integration, and culminating in transformative innovation.
Each year builds on the last to ensure that digital tools not only enhance service delivery but also empower residents, businesses, and communities to thrive in a modern, connected borough.
Year one (2025-2026) - Foundations
Establish core digital platforms and build digital confidence.
Establish core digital platforms and build digital confidence. Focus: Establish core digital platforms and build digital confidence. Activities: Standardise and expand use of digital forms to improve data capture and accessibility. Consolidate and enhance portals to provide seamless access to services and integrate with back office systems. Pilot AI use cases to explore the potential for service transformation. Develop digital inclusion and core skills initiatives, and baseline current position.
Year two - Integration and acceleration
Scale and integrate digital capabilities across services, accelerating delivery and improve user experience.
Collapsible text is perfect for longer content like paragraphs and descriptions. It's a great way to give people more information while keeping your layout clean. Link your text to anything, including an external website or a different page. You can set your text box to expand and collapse when people click, so they can read more or less info.
Year three - Innovation and impact
Drive innovation through digital capabilities, delivering measurable impact and embedding a culture of continuous improvement.
Collapsible text is perfect for longer content like paragraphs and descriptions. It's a great way to give people more information while keeping your layout clean. Link your text to anything, including an external website or a different page. You can set your text box to expand and collapse when people click, so they can read more or less info.
Cross-cutting enablers
These enablers will be essential throughout all three years to support successful delivery:
Collapsible text is perfect for longer content like paragraphs and descriptions. It's a great way to give people more information while keeping your layout clean. Link your text to anything, including an external website or a different page. You can set your text box to expand and collapse when people click, so they can read more or less info.
The 2025-2028 Digital Roadmap
This three-year roadmap outlines a phased approach to delivering our Digital Ambition. Structured under three themes the roadmap translates ambition into action – starting with the deployment of essential digital infrastructure, progressing through service-wide integration, and culminating in transformative innovation.
Each year builds on the last to ensure that digital tools not only enhance service delivery but also empower residents, businesses, and communities to thrive in a modern, connected borough.
Year one (2025-26) - Foundations
Establish core digital platforms and build digital confidence.
Focus: Establish core digital platforms and build digital confidence.
Activities: Standardise and expand use of digital forms to improve data capture and accessibility. Consolidate and enhance portals to provide seamless access to services and integrate with back office systems. Pilot AI use cases to explore the potential for service transformation. Develop digital inclusion and core skills initiatives, and baseline current position.
Year two (2026-27) - Integration and acceleration
Scale and integrate digital capabilities across services, accelerating delivery and improve user experience.
Focus: Scale and integrate digital capabilities across services, accelerating delivery and improve user experience.
Activities: Use data from digital forms and portals to drive service design improvements and predictive analytics. Integrate AI into frontline services to enhance decision-making and personalise customer interactions. Using baseline data, expand and embed digital inclusion and skills programmes to target support, and scale delivery both in the community and with the workforce. Embed digital capability reviews in service planning cycles to ensure the iterative development of solutions.
Year three (2027-28) - Innovation and impact
Drive innovation through digital capabilities, delivering measurable impact and embedding a culture of continuous improvement.
Focus: Drive innovation through digital capabilities, delivering measurable impact and embedding a culture of continuous improvement.
Activities: Operationalise AI solutions for proactive service delivery and real-time insights. Scale community engagement through digital simulations and visualisations. Evaluate and adjust digital services based on user feedback, performance data and emerging technologies. Showcase best practice across the organisation through case studies.
Cross-cutting enablers
These enablers will be essential throughout all three years to support successful delivery:
Focus: Establish core digital platforms and build digital confidence.
Digital Methodology: A structured, iterative approach to identifying, piloting, and embedding digital solutions. User-Centred Design: Co-design workshops, usability testing, and feedback loops to ensure relevance and accessibility. Trust and Security: Robust data governance, encryption, user control, and compliance with GDPR and other standards. Sustainable Practices: Energy-efficient technologies, paperless processes, and intelligent resource allocation. Modern ICT Infrastructure: Continued investment in scalable, secure, and resilient platforms like Azure, Fabric, and Foundry.
The 2025-2028 Digital Roadmap
This three-year roadmap outlines a phased approach to delivering our Digital Ambition. Structured under three themes the roadmap translates ambition into action – starting with the deployment of essential digital infrastructure, progressing through service-wide integration, and culminating in transformative innovation.
Each year builds on the last to ensure that digital tools not only enhance service delivery but also empower residents, businesses, and communities to thrive in a modern, connected borough.
Foundations
Establish core digital platforms and build digital confidence.
Focus: Establish core digital platforms and build digital confidence.
Activities: Standardise and expand use of digital forms to improve data capture and accessibility. Consolidate and enhance portals to provide seamless access to services and integrate with back office systems. Pilot AI use cases to explore the potential for service transformation. Develop digital inclusion and core skills initiatives, and baseline current position.
Integration and acceleration
Scale and integrate digital capabilities across services, accelerating delivery and improve user experience.
Focus: Scale and integrate digital capabilities across services, accelerating delivery and improve user experience.
Activities: Use data from digital forms and portals to drive service design improvements and predictive analytics. Integrate AI into frontline services to enhance decision-making and personalise customer interactions. Using baseline data, expand and embed digital inclusion and skills programmes to target support, and scale delivery both in the community and with the workforce. Embed digital capability reviews in service planning cycles to ensure the iterative development of solutions.
Innovation and impact
Drive innovation through digital capabilities, delivering measurable impact and embedding a culture of continuous improvement.
Focus: Drive innovation through digital capabilities, delivering measurable impact and embedding a culture of continuous improvement.
Activities: Operationalise AI solutions for proactive service delivery and real-time insights. Scale community engagement through digital simulations and visualisations. Evaluate and adjust digital services based on user feedback, performance data and emerging technologies. Showcase best practice across the organisation through case studies.
The 2025-2028 digital roadmap
This three-year roadmap outlines a phased approach to delivering our digital ambition. Structured under three themes the roadmap translates ambition into action – starting with the deployment of essential digital infrastructure, progressing through service-wide integration, and culminating in transformative innovation.
Each year builds on the last to ensure that digital tools not only enhance service delivery but also empower residents, businesses, and communities to thrive in a modern, connected borough.
This strategy is not just about adopting new technologies but about creating an enabling environment where innovation can thrive. It is about positioning our digital strategy as an enabler, empowering all council services to operate more effectively, efficiently, and innovatively.
Foundations
Establish core digital platforms and build digital confidence. Activities: Standardise and expand use of digital forms to improve data capture and accessibility. Consolidate and enhance portals to provide seamless access to services and integrate with back-office systems. Pilot AI use cases to explore the potential for service transformation. Develop digital inclusion and core skills initiatives, and baseline current position.
Integration and acceleration
Scale and integrate digital capabilities across services, accelerating delivery and improve user experience. Activities: Use data from digital forms and portals to drive service design improvements and predictive analytics. Integrate AI into frontline services to enhance decision-making and personalise customer interactions. Using baseline data, expand and embed digital inclusion and skills programmes to target support, and scale delivery both in the community and with the workforce. Embed digital capability reviews in service planning cycles to ensure the iterative development of solutions.
Innovation and impact
Drive innovation through digital capabilities, delivering measurable impact and embedding a culture of continuous improvement. Activities: Operationalise AI solutions for proactive service delivery and real-time insights. Scale community engagement through digital simulations and visualisations. Evaluate and adjust digital services based on user feedback, performance data and emerging technologies. Showcase best practice across the organisation through case studies.
This strategy is not just about adopting new technologies but about creating an enabling environment where innovation can thrive. It is about positioning our digital strategy as an enabler, empowering all council services to operate more effectively, efficiently, and innovatively.
Year one
Foundations
Establish core digital platforms and build digital confidence. Focus: Establish core digital platforms and build digital confidence. Activities: Standardise and expand use of digital forms to improve data capture and accessibility. Consolidate and enhance portals to provide seamless access to services and integrate with back office systems. Pilot AI use cases to explore the potential for service transformation. Develop digital inclusion and core skills initiatives, and baseline current position.
Year two
Integration and acceleration
Scale and integrate digital capabilities across services, accelerating delivery and improve user experience. Focus: Scale and integrate digital capabilities across services, accelerating delivery and improve user experience. Activities: Use data from digital forms and portals to drive service design improvements and predictive analytics. Integrate AI into frontline services to enhance decision-making and personalise customer interactions. Using baseline data, expand and embed digital inclusion and skills programmes to target support, and scale delivery both in the community and with the workforce. Embed digital capability reviews in service planning cycles to ensure the iterative development of solutions.
Year three
Innovation and impact
Drive innovation through digital capabilities, delivering measurable impact and embedding a culture of continuous improvement. Focus: Drive innovation through digital capabilities, delivering measurable impact and embedding a culture of continuous improvement. Activities: Operationalise AI solutions for proactive service delivery and real-time insights. Scale community engagement through digital simulations and visualisations. Evaluate and adjust digital services based on user feedback, performance data and emerging technologies. Showcase best practice across the organisation through case studies.
This strategy is not just about adopting new technologies but about creating an enabling environment where innovation can thrive. It is about positioning our digital strategy as an enabler, empowering all council services to operate more effectively, efficiently, and innovatively.
Foundations
Establish core digital platforms and build digital confidence. Focus: Establish core digital platforms and build digital confidence. Activities: Standardise and expand use of digital forms to improve data capture and accessibility. Consolidate and enhance portals to provide seamless access to services and integrate with back office systems. Pilot AI use cases to explore the potential for service transformation. Develop digital inclusion and core skills initiatives, and baseline current position.
Integration and acceleration
Scale and integrate digital capabilities across services, accelerating delivery and improve user experience. Focus: Scale and integrate digital capabilities across services, accelerating delivery and improve user experience. Activities: Use data from digital forms and portals to drive service design improvements and predictive analytics. Integrate AI into frontline services to enhance decision-making and personalise customer interactions. Using baseline data, expand and embed digital inclusion and skills programmes to target support, and scale delivery both in the community and with the workforce. Embed digital capability reviews in service planning cycles to ensure the iterative development of solutions.
Innovation and impact
Drive innovation through digital capabilities, delivering measurable impact and embedding a culture of continuous improvement. Focus: Drive innovation through digital capabilities, delivering measurable impact and embedding a culture of continuous improvement. Activities: Operationalise AI solutions for proactive service delivery and real-time insights. Scale community engagement through digital simulations and visualisations. Evaluate and adjust digital services based on user feedback, performance data and emerging technologies. Showcase best practice across the organisation through case studies.
Cross-cutting enablers
These enablers will be essential throughout all three years to support successful delivery:
Digital methodology: a structured, iterative approach to identifying, piloting, and embedding digital solutions. User-centred design: co-design workshops, usability testing, and feedback loops to ensure relevance and accessibility. Trust and security: robust data governance, encryption, user control, and compliance with GDPR and other standards. Sustainable practices: energy-efficient technologies, paperless processes, and intelligent resource allocation. Modern ICT infrastructure: continued investment in scalable, secure, and resilient platforms like Azure, Fabric, and Foundry.
Cross-cutting enablers
These enablers will be essential throughout all three years to support successful delivery:
Collapsible text is perfect for longer content like paragraphs and descriptions. It's a great way to give people more information while keeping your layout clean. Link your text to anything, including an external website or a different page. You can set your text box to expand and collapse when people click, so they can read more or less info.
Our ambitions
01
Year one (2025-2026) - Foundations
Focus: Establish core digital platforms and build digital confidence.
Activities:
-
Standardise and expand use of digital forms to improve data capture and accessibility.
-
Consolidate and enhance portals to provide seamless access to services and integrate with back office systems.
-
Pilot AI use cases to explore the potential for service transformation.
-
Develop digital inclusion and core skills initiatives, and baseline current position.
02
Year Two (2026-2027) – Integration and Acceleration
Focus: Scale and integrate digital capabilities across services, accelerating delivery and improve user experience.
Activities:
-
Use data from digital forms and portals to drive service design improvements and predictive analytics.
-
Integrate AI into frontline services to enhance decision-making and personalise customer interactions.
-
Using baseline data, expand and embed digital inclusion and skills programmes to target support, and scale delivery both in the community and with the workforce.
-
Embed digital capability reviews in service planning cycles to ensure the iterative development of solutions.
03
Year Three (2027-2028) – Innovation and Impact
Focus: Drive innovation through digital capabilities, delivering measurable impact and embedding a culture of continuous improvement.
Activities:
-
Operationalise AI solutions for proactive service delivery and real-time insights.
-
Scale community engagement through digital simulations and visualisations.
-
Evaluate and adjust digital services based on user feedback, performance data and emerging technologies.
-
Showcase best practice across the organisation through case studies.
04
Cross-Cutting Enablers
These enablers will be essential throughout all three years to support successful delivery:
-
Digital Methodology: A structured, iterative approach to identifying, piloting, and embedding digital solutions.
-
User-Centred Design: Co-design workshops, usability testing, and feedback loops to ensure relevance and accessibility.
-
Trust and Security: Robust data governance, encryption, user control, and compliance with GDPR and other standards.
-
Sustainable Practices: Energy-efficient technologies, paperless processes, and intelligent resource allocation.
-
Modern ICT Infrastructure: Continued investment in scalable, secure, and resilient platforms like Azure, Fabric, and Foundry.
The delivery and monitoring framework for our digital ambition
To ensure the successful realisation of our digital ambition, we have established a delivery and monitoring framework that will translate strategic intent into actionable outcomes. The framework is designed to be agile, transparent and aligned to the Council’s organisational priorities.
The Annual Delivery Plan
The Council's Annual Delivery Plan is the strategic anchor, ensuring all digital activity is aligned with the Council’s broader transformation goals and the Borough Plan. It will set out the key digital capabilities and initiatives for each year, and will be informed by:
-
Emerging opportunities in data, automation and AI
-
Service-led capability reviews
-
Insights from user-centred design and co-production workshops
-
Lessons learnt from previous initiatives.
Resourced and prioritised work programme
The Council's Annual Delivery Plan will feed a prioritised work programme, which will:
-
Map initiatives against financial and human resources
-
Be centred around the digital methodology to assess feasibility and impact
-
Ensure cross cutting enablers (e.g. trust and security, sustainable practices and modern infrastructure) are embedded throughout.
Work Packages
Each activity identified in the work programme will be developed into a discreet work package. Serving as a business case, the work packages will include:
-
A clear problem statement and the desired outcomes
-
Cost-benefit analysis, including financial and operational impacts
-
Risk assessment and mitigation strategies
-
Delivery timelines and success metrics.
Monitoring
Feedback loops from users and delivery teams will be used to refine approaches, ensure continuous improvement and responsiveness to emerging needs. Progress will be monitored through:
-
Regular delivery reviews with delivery teams
-
A digital delivery dashboard, showing progress with digital initiatives
-
Digital pulse surveys to assess satisfaction with new digital services.
06
Contact Us
Ready to Partner with Us?
Contact us today.