A digital divide: Study exposes 'rift' between local councils and residents

Local government leaders across England are out of touch with their residents when it comes to digital transformation efforts, according to new research data shared exclusively with Government Transformation Magazine by TechnologyOne. 

A survey of 500 senior local government leaders and 2,000 UK citizens reveals a lack of engagement with residents on councils' digital strategies: 74% of council leaders said they had made progress at making key services available online, while only 20% of residents agree that the changes were significant - leading to a major gap between expectations and reality. 

Findings also reveal widespread pessimism among residents over how well local councils are listening to them to improve digital services. Fewer than three in ten (28%) thought their council valued their input, while just one in ten (9%) thought their council had made significant progress in taking feedback from residents.

This is less surprising when considering that senior council leaders admitted that improving the resident experience was a low priority within their digital strategies. Just 28% identified it as a top priority, while 80% said they weren’t prioritising investment in mobile apps, and 74% are not prioritising more digital payment options.

This echoes wider reports of increased dissatisfaction among residents with their councils. The number of complaints have risen by a third from 2020-21 to 2021-22, according to the Local Government Ombudsman.

It is understood that the top barrier to improving digital service delivery is inaccurate or inaccessible data - of which a third of councils (32%) admitted this was their biggest issue - followed closely by financial constraints (36%). 

TechnologyOne are set to release a report next month, which will include the full findings from the survey. 

Feedback loops

Leo Hanna, Executive Vice President at TechnologyOne in the UK, said improving resident experience should remain a core priority for local authorities - especially as residents pay increasingly high rates of council tax in the face of service cuts.

“The aim here should be to build continuous feedback loops – to listen to residents’ needs and concerns, respond, then listen again. To do this, especially in the midst of today’s cost crisis, councils need to improve the speed and accuracy of their decision making.”

Hanna then outlined why better systems are a crucial part of the answer: “Firstly, digitally enabled councils are better equipped with the data they need to balance cost-reducing and service improvement needs. Secondly, allowing residents to interact with a modern digital interface improves their experience, just like they seamlessly shop from multiple stores in one transaction on Amazon, they can apply for a permit, pay a bill and register their dog all at once with their council.”

He added: "Digital transformation is no longer a ‘nice to have’ and councils must realise is it the key to shaping a more effective, responsive public sector that is inclusive and meets residents’ expectations. Our technology plays a key role in healing the rift between local government leaders and residents in a cost effective and timely way.”