Lancashire County Council
Lancashire – The Digital County
Briefly describe the initiative/ project/ service
Lancashire County Council recently implemented a wide-ranging programme of digital transformation projects to improve efficiency, increase digital inclusion, and better serve citizens.
LCC have transformed the way assets are managed, implementing 2 new systems: Lancashire Highways, and Property, Asset Management Systems. A redesign of business processes has also overhauled back office, on-the-ground and customer facing roles and processes.
Mobile technology has revolutionised Social Care in Lancashire; Social Workers use hybrid laptops to access the recently implemented Lancashire Adults System to update case notes and carry out assessments remotely. Hybrid mail also allows letters to be sent to clients and partner agencies without the need to return to an office.
Lancashire Library Service have enhanced web presence and improved digital access and skills throughout the county. Customers are now able to carry out many tasks online such as downloading products, reserving items and a live ‘ask a librarian’ webchat service. Free internet is available in all libraries including bring your own device. Impressive work has also been carried out to improve digital skills and inclusion.
Why do you think it should win this award?
The programme has been innovative and ambitious at a difficult time for the public sector. Although investing in new technology at a time of austerity was controversial, and challenging, the benefits have been more than worth the effort and cost.
The programme has resulted in the Council doing more for less, improving services while lowering costs and ensuring staff well-being.
Launching concurrent projects with varied outcomes has required organisation-wide culture change to encourage the acceptance of new technology and ways of working.
Using the web-based Report It feature customers digitally report faults directly into systems, often with no staff intervention required.
Portable, connected, devices and systems have created a mobile and responsive workforce, reducing the need for back office staff carrying out triage and managing caseloads. The outcome is faster responses to emergency faults and high impact issues, and more time spent delivering services to citizens.
Projects carried out to improve digital inclusion and skills have focused on young people; encouraging enterprise in small businesses; and reducing isolation amongst vulnerable groups such as older people, those with disabilities and the long term unemployed.
What are the key achievements?
• 200 young people trained in digital skills to improve employability
• Training delivered to 76 small businesses, start-ups and charities in order improve digital business skills, increase sales, improve economic resilience, and increase employment
• Digital skills training delivered to approximately 1,000 learners in one year
• Free internet access in all libraries
• Free Wi-Fi and bring your own device in most library premises
• 2 new asset management systems implemented to replace more than 25 legacy systems
• 270 mobile devices deployed to highways operatives with 89,000+ mobile transactions carried out
• 135 asset management business processes redesigned
• 8,500 faults reported on the ‘Report It’ web-based reporting system, significantly increasing channel shift
• A more mobile, flexible and responsive workforce
• Pilot project in Lancaster, Fylde and Wyre supporting digital technology for patients with long-term health conditions
• Reduced administrative and travelling time, allowing practitioners to spend more time directly meeting the needs of Lancashire’s citizens
• 160k letters sent using hybrid mail solutions saving £149k, as well as tracking, accountability, security, and environmental benefits