Digital Leaders Public Sector Innovation Week

Digital Leaders Public Sector Innovation Week

By Councillor Nazia Rehman, Portfolio holder for finance, resources and transformation.

Digital technologies are playing an increasingly important role in every aspect of our day-to-day lives.

That’s why, as a council, we’re committed to constantly exploring fresh and innovative ways to harness the power of the digital realm to achieve positive real-life outcomes for residents.

There are so many exciting developments in the fast-paced world of tech. From 5G and ultrafast full fibre broadband to virtual reality and artificial intelligence, technology is advancing all the time and, in doing so, opening new doors and new possibilities for us all.

I say ‘all’, because underpinning the viability of this brave new world is the simple notion that everybody – whoever they are, whatever their circumstances – should have the opportunity to be a part of it.

That ethos of fairness is at the very heart of our digital strategy, and one of the achievements we’re most proud of over the past 12 months is the continued rapid growth of our digital inclusion offer.

Our Digital Wigan TechMates support residents with all sorts of tech-related issues, helping those who are less tech-savvy to use devices and apps for a whole variety of reasons - whether it be shopping, banking, or simply staying in touch with family and friends.

These talented and passionate volunteers sacrificed a combined 586 hours of their spare time last year, supporting their fellow residents to develop the digital skills, knowledge and confidence to stay safe and thrive online.

‘TechMate Tea Parties’, where residents can drop-in for digital support at their convenience, now take place at 10 different libraries and community locations across our borough, with 788 people attending a total of 168 such events in 2023 alone. Seven of these regular Tea Parties are now also volunteer-led, creating a sustainable network of digital support delivered for, and driven by, local people.

Growing alongside this initiative is our Digital Communities Partnership, a collaboration of 29 (and counting!) local community organisations offering digital support and learning opportunities for people from all walks of life. Last year this council-led collective staged 226 digital-focused events and supported 1,469 adults - 758 of whom progressed on to further digital training.

The success of these initiatives has led to our Digital Wigan team playing a leading role in the new GMCA Digital Champions Network – sharing best practice with other local authorities, community organisations and public sector volunteers – and both our TechMates scheme and the DCP will only continue to expand in the months and years ahead as we increase our efforts to bridge the digital divide.

Other key elements of this ambition include our Databank in partnership with the Good Things Foundation, which offers free data to low-income households, and our Tablet Lending Library providing digitally excluded adults with access to devices. No fewer than 10 of our local libraries are now tablet lending and databank access points, ensuring this service is easily accessible to those who need it.

All this is just the tip of our digital iceberg – with so much more happening under the surface.

We’re currently exploring how we can use advancing VR technologies to support the health and wellbeing of local people. There is some wonderful potential in this field, from wildlife webcams and virtual exhibitions for housebound residents to reminiscence experiences for those living with dementia.

In partnership with our ICT services provider Agilisys, we’re investigating secure and ethical ways of using generative AI to support and compliment the work of our human workforce, with the aim of aiding council staff to work more efficiently and effectively for the benefit of our residents.

Meanwhile, the launch of our Participate platform (external link) in July of last year is enhancing engagement with our communities, complementing face-to-face efforts to involve residents in shaping our borough’s future.

Our site has had more than 13,000 unique visitors since launch and more than 7,000 interactions; and as well as being more inviting, more inclusive and more transparent for residents, the platform’s instant analytics insights are allowing council officers to interpret feedback more efficiently.

And there are many other facets to our digital transformation agenda…

Our new Our Town Directory is making it easier for residents to find and access services online and for local organisations and groups to share their details; our resident portal My Account is transforming how residents interact with us; and our front-line officers are transferring paper processes onto digital platforms to make our working more efficient and to support our environmental goals.

All in all, the potential of the digital world to enhance our everyday lives is increasingly only limited by our collective imagination, and as a council we’re proud to consider ourselves ‘Digital Leaders’.