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How we design services around the customer, using technology, to make things better and save money.
Digital is one of the 4 Smart Working themes that support our continuing change journey.
What is perhaps unique about Smart Digital is, it's as much about what's possible as delivering incremental improvements and change.
Focus on the customer is fundamental, whilst delivering improvements, efficiencies and savings.
Much has been achieved since 2015’s ICT strategy:
We'll soon see video conferencing, a new events booking system and an e-commerce platform implemented.
However, there continues to be significant frustration from staff and services regarding our technology, processes and equipment. We need to reform our approach and focus on customer need – whether that's residents or employees.
Since 2015, the technology agenda has broadened into digital.
Our definition of digital is:
"How we design services around the customer, using technology, to make things better and save money."
How can we use these Smart developments and other opportunities such as Artificial Intelligence (AI), robotics and machine learning?
Our digital ambition is to make the best use of the opportunities offered by the ever-changing world of technology. We'll take advantage of new tools and techniques to design and develop services focused on the customer that will address council pressures. We'll:
In this strategy we set out our vision for the next few years, taking us to 2021, with 4 key themes.
From front-end to back-office – customer focused services that deliver business objectives and save money.
Maximise productivity and collaboration, inform decisions, ask customers once and ensure data protection.
Staff who are creative and innovative, delivering user focused services and manage / lead agile change.
Supporting our residents to become digital citizens.
This Smart Digital Strategy highlights what we aim to achieve by 2021. However, transformation is a continuous process and we need to continue to innovate beyond then.
It's difficult to predict how digital will develop, how Hertfordshire will change in 3 years’ time, let alone 10. But rather than thinking about how we adopt specific technologies, we'll take action now to become more adaptable to change and respond quickly to rapidly changing circumstances.
We'll work internally and with digital partners to make best use of emerging new technologies. We aspire to demonstrate that local authorities can deliver cutting edge digital services to their citizens.
We'll focus on the needs of the customer and continue to be ambitious and lead innovation to achieve our goals.