CCN Dialogues - HSO: Maintaining The Momentum - Digital Transformation For Councils In The Wake of the Pandemic
This Dialogues report, produced by HSO, explores how our member authorities are reshaping their digital transformation strategies in the aftermath of the Covid-19 pandemic
Our Dialogues publications are a series of think pieces dedicated to specific subjects, supported by our partners.
This report, produced with HSO, explores how our member authorities are reshaping their digital transformation strategies in the aftermath of the Covid-19 pandemic.
It highlights that Covid‑19 accelerated the adoption of digital technology, changing how councils operate and engage with residents.
While this shift created new opportunities—such as cloud‑based systems, hybrid working and data‑driven service redesign—it also exposed challenges around capacity, commissioning, digital inclusion and long‑term planning.
Recommendations from HSO for local authorities encompass:
- Treat digital transformation as an ongoing, iterative process, not a one‑off initiative.
- Audit internal skills before commissioning external support to avoid unnecessary cost.
- Integrate IT capability across all council functions, not confined to specialist teams.
- Ensure commissioning decisions are based on clearly defined service needs.
- Embed a culture of continuous improvement through regular user feedback.
- Assess the impact of hybrid working on productivity, recruitment and service delivery.
- Maintain offline options to avoid digital exclusion, ensuring services remain accessible to all residents.