Mark Gannon, the Director of Client Solutions at Netcall, presents ten key priorities to transform local government reorganisation into a digital success
As local government undergoes sweeping reorganisation across England, the sector faces a pivotal moment. Structural change – whether through mergers, devolution or transformation programmes – can be disruptive. But it also presents a rare opportunity to reimagine how councils serve their communities through digital innovation.
This is not just about upgrading systems. It’s about reshaping the relationship between citizens and the state, building agile, inclusive and future-ready public services. The UK Government’s Blueprint for Modern Digital Government and the Local Government Association’s call for a Local Government Centre for Digital Technology (LGCDT) signal a clear direction: digital transformation must be central to public sector reform.
To turn that vision into reality, councils need more than ambition – they need a clear digital game plan. Here are ten strategic priorities to guide that journey, offering a practical starting point for any local authority looking to navigate change and shape the future of public service.
1) Lead with data, not just structure
Data is the foundation of digital services. Councils must unify and cleanse legacy datasets to enable smarter analytics, personalised services and evidence-based decision-making. The government’s vision for a National Data Library and shared infrastructure reinforces the need for interoperable, secure and accessible data systems. And good data is a prerequisite for taking advantage of the latest artificial intelligence (AI) advances – without it, even the smartest technology will fall short.
2) Build trust through cyber resilience
Digital transformation cannot succeed without trust. The Local Digital team’s Cyber Assessment Framework and the government’s focus on resilience underscore the importance of embedding cybersecurity into every layer of digital infrastructure. Councils must adopt zero-trust models, continuously assess vulnerabilities and proactively manage risk.
3) Modernise infrastructure early
Waiting for structural clarity before modernising IT is a missed opportunity. Every delay risks deeper fragmentation, rising costs and greater technical debt. Councils should map their technology estates now, identifying opportunities for consolidation and cloud migration. The Blueprint for Digital Government calls for shared infrastructure and common components like GOV.UK One Login to reduce duplication and improve user experience.
4) Design services around people, not departments
Reorganisation allows councils to break free from siloed service delivery. Instead of replicating legacy models, they can design services around real user journeys. ‘Outside In’ design rather than ‘Inside Out’. Digital platforms like Netcall’s Liberty support this shift, enabling intuitive, joined-up services that reflect how people live and interact.
5) Democratise innovation with low-code
Innovation doesn’t have to come from IT alone. Low-code platforms put the power to build into the hands of service teams – those closest to citizens’ day-to-day challenges. By enabling non-developers to build and iterate digital services without deep technical expertise, councils can solve problems faster, test ideas at low risk, and adapt in real time. This decentralised approach fosters creativity, accelerates delivery and ensures solutions are grounded in operational reality. It also supports the government’s call to elevate digital leadership across the public sector – not just the top.
6) Automate to serve, scale and save
Automation should be used to free up human capacity for empathy, creativity and complex problem-solving. Councils can identify high-volume tasks ripe for automation – such as licensing, planning and customer service – and reinvest the time saved into other strategic priorities. The result? Faster delivery, better use of staff skills and real, measurable savings. When done right, automation doesn’t just cut costs – it boosts capacity.
7) Embed transparency and accountability
In times of change, transparency is critical. Digital platforms should make it easy for citizens to access information, understand decisions and hold councils accountable. When people can see what’s happening and why, they’re more likely to stay engaged and supportive. The government’s commitment to publishing performance data and working “in the open” sets a strong precedent.
8) Foster collaboration across boundaries
Reorganisation brings together diverse teams and systems. Digital tools must support this convergence – enabling shared workflows, integrated data and collaborative problem-solving. The LGCDT proposal envisions a future where councils co-create solutions and share innovation across boundaries. Sharing the load instead of reinventing the wheel.
9) Invest in people as much as platforms
Technology is only as powerful as the people who use it. Councils must invest in digital skills, change management and leadership development. The Local Digital Declaration, now signed by over 300 councils, champions a collaborative, user-centred approach to transformation. Tools matter, but people make progress.
10) Design for change, not just stability
The pace of societal, technological and policy change is accelerating. Councils must build systems that are flexible, modular and ready to evolve. The government’s six-point plan for reform – including AI adoption, shared infrastructure and outcome-based funding – offers a roadmap for sustainable innovation. Councils that embrace change as a constant will be best placed to serve their communities, now and into the future.
Real-world impact: Cumberland Council’s scalable digital transformation
Cumberland Council showcases how digital transformation can deliver measurable impact across newly merged authorities. By developing over 100 applications, the council streamlined services, reduced duplication and improved responsiveness. A unified telephony system enhanced customer experience, while digitised processes accelerated delivery and cut costs – saving paper, postage and staff time.
Automation strengthened fraud prevention and freed up social workers for more meaningful engagement. In health and social care, smarter referrals and personalised support improved outcomes. Cumberland’s modular approach also enabled rapid deployment of new services, proving that with the right strategy, digital transformation can be both scalable and citizen-focused.
A call to leadership
Local Government Reorganisation is not just a structural exercise – it’s a leadership moment. Councils that embrace digital transformation as a strategic enabler will be better positioned to serve their communities, attract talent and deliver the best outcomes.
The tools exist. The urgency is real. And the opportunity is extraordinary. Let’s not just reorganise local government. Let’s reshape it.
