Doing Digital Differently (Strategy – that is)
Creating the Digital Strategy 2025–2028: A Journey of Vision, Inclusion and Delivery
By Dave Richardson, Business Manager ICT & Digital Services
When I began shaping the Digital Strategy 2025–2028, I knew it had to be more than a document—it had to be a commitment to our communities, a blueprint for transformation, and a reflection of our values. This blog shares how we built it, what guided us, and why it matters.
- Building on Strong Foundations
Our previous strategy (2021–2024) helped us navigate through Brexit, the pandemic, and economic uncertainty. We delivered real outcomes: launching award-nominated platforms, achieving over £150,000 in annual savings, and modernising over half our business systems. These achievements laid the groundwork for what came next. - Listening First: Stakeholder Engagement
We began with listening. Through surveys and working groups, we gathered insights from residents, tenants, elected members, and staff. Their feedback shaped our ambitions and helped us identify gaps in accessibility, data quality, and digital inclusion. We benchmarked ourselves against national frameworks and government design principles to ensure alignment with best practice. - Strategic Vision and Mission
Our vision—“Digital for All: Seamless, Smart and Inclusive Services”—was co-created with members and stakeholders. The mission: to empower communities through connected, customer-first digital innovation. We wanted every resident, regardless of age or ability, to benefit from digital transformation. - Frameworks and Governance
We evaluated a wide range of frameworks, including AI, automation, and digitalisation standards. The strategy aligns with the Council’s Community Plan and is governed by the Digital Transformation Board (DTB), ensuring accountability, responsiveness, and risk-aware delivery. - Action Plan and Implementation
The Digital Strategy Action Plan translates vision into action. It’s a living document shaped by priority matrices and reviewed by the Senior Leadership Team. It ensures that digital projects are evaluated, resourced, and reported effectively. From SharePoint migration to website redevelopment, each initiative is tracked and aligned with our strategic goals. - Championing Inclusion and Innovation
We’ve embedded a “no customer left behind” ethos. Whether through the Multiverse apprenticeship programme, AI pilots, or digital champions, we’re investing in people. We’re also preparing for Local Government Reorganisation, ensuring our systems and services are future-ready. - Cabinet Approval and Beyond
The strategy was endorsed by SLT and approved by Cabinet. I presented it with pride, knowing it reflects not just our ambitions but our compassion and professionalism. It’s a strategy grounded in service, shaped by evidence, and driven by purpose.
Thank you to everyone who contributed to this journey. The Digital Strategy 2025–2028 is not just mine—it’s ours.