Ten Priorities to Turn Local Government Reorganisation into a Digital Success Story

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Ten Priorities to Turn Local Government Reorganisation into a Digital Success Story

29th of September 2025

Mark Gannon, Director of Client Solutions at Netcall, shares ten strategic priorities to help councils turn reorganisation into a digital renaissance.

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.

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 AI advances.

Build trust through cyber resilience

Digital transformation cannot succeed without trust. The Local Digital team's Cyber Assessment Framework and the Government's emphasis on resilience highlight the importance of embedding cybersecurity into every layer of digital infrastructure. Councils must adopt zero-trust models and proactively manage risk.

Modernise infrastructure early

Waiting for structural clarity before modernising IT is a missed opportunity. 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.

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. Digital platforms like Netcall's Liberty enable intuitive, joined-up services that reflect how people live and interact. 'Outside In' design rather than 'Inside Out'.

Democratise innovation with low-code

Low-code platforms empower non-developers to build and iterate digital services without deep technical expertise. This decentralised approach fosters creativity, accelerates delivery and ensures solutions are grounded in operational reality - aligning with the Government's call to elevate digital leadership across the public sector.

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. And they can also save real, cashable saving in the process.

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. The Government's commitment to publishing performance data and working "in the open" sets a strong precedent.

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.

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.

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.

Real-world impact: Cumberland Council's scalable digital transformation

Cumberland Council showcases how digital transformation can deliver measurable impact across newly merged authorities.

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.

Article published in Open Access Government.