The Digital Delivery Unit (DDU) is a partnership between ICT and Price WaterHouse Coopers (PwC) to support our customer journey transformation, making it more efficient and improving user experience; supporting a digital first approach to customer journeys wherever possible.
We will make our digital offer so appealing that customers will actively choose to interact with us digitally, accepting that some transactions and people will be best served in the traditional way.
This project is key to our aim of becoming a healthy organisation and supporting healthy people, as part of The Shropshire Plan.
Our first focus areas include revenue and benefits, waste and recycling, complaints, FOIs, licensing, and housing. PwC have experience of supporting successful transformation projects like this at councils all over the country, and their expertise will help us roll out digital self-service at pace and unlock the financial benefits this will bring, estimated at around £3.2m.
Our objectives are to:
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Digitise the customer experience by using the right technology to create more efficient and customer friendly interactions
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Complement existing systems by ensuring new digital solutions work in harmony with our current ICT infrastructure.
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Engage the right stakeholders by involving key people from service areas in discussions and decisions.
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Improve processes by simplifying and refining our workflows.
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Support and expand capacity by providing the right tools and support to our teams.
This digital transformation journey is not just about technology, but about changing the way we work for the better. Together, we are paving the way for a more productive and sustainable future.
We will keep you updated as we progress with this transformative journey and start to see the rewards for colleagues and our customers.