Whenever the phrase “digital transformation” gets thrown around, it can be easy to dismiss it as corporate jargon. But for residents, the important question is much simpler: how is my council tax being spent, and will these changes deliver better services while saving money?
The answer is that technology has an important role to play in both.
Upgrading our technology is not simply about having newer computers or introducing technology for the sake of it. It is fundamentally about protecting the public purse, making our services more efficient and ensuring that every pound available to Wokingham Borough Council works as hard as possible for residents.
That is why Wokingham Borough Council has invested in a new low-code CRM system. In simple terms, this is a modern and flexible platform that enables the Council to improve and adapt the way it delivers services to residents.
One of the biggest advantages is that our own teams can develop and improve digital services more quickly, rather than always relying on expensive external technical development. This gives us greater flexibility, reduces dependency on suppliers and allows us to keep more of the value within the Council.
It also means we can respond more quickly when residents’ needs change. Instead of waiting months for a major technology project, smaller improvements can be made more quickly tested and adapted based on what works in practice.
But the benefits of digital transformation go far beyond the technology itself.
Every minute a council officer spends manually entering the same information into different systems, chasing paperwork, or navigating unnecessary processes is time that could otherwise be spent supporting residents. By simplifying processes and automating routine administration, we can free up our staff to concentrate on the work where their knowledge, experience and human judgement make the biggest difference.
This is particularly important at a time when councils across the country are facing significant financial pressures. We have to find smarter ways of working, not simply ask our staff to work harder.
Technology and artificial intelligence will increasingly be part of that solution. Used properly, they can help automate repetitive tasks, improve access to information, identify opportunities to improve processes and make it easier for residents to interact with their Council.
However, digital transformation should never mean replacing the human touch. Technology should enable our staff, not replace the important relationships they have with residents and communities.
Our ambition is therefore not to become a council where residents are forced to deal with technology when they would rather speak to a person. It is to use technology intelligently so that residents can access services in the way that works best for them, while ensuring that our staff have more time to focus on the people who need their help.
Digital transformation is ultimately about making better use of the resources we have. By investing wisely in modern and flexible technology, redesigning inefficient processes and embracing new opportunities such as AI, we can improve services while strengthening our financial resilience.
For Wokingham, this is not technology for technology’s sake. It is about building a council that is more efficient, more responsive and better equipped for the future — while making sure every pound of public money delivers the greatest possible benefit for our residents.
Cllr Basit Alvi, Executive Member for Digital, Technology and Change, Wokingham Borough Council
