Overcoming technology, process and integration hurdles: The role of the CIO amid local government reform

Local government in England is undergoing its most significant restructuring in over 50 years, shifting from a highly centralised funding and decision-making model to one where local areas have greater autonomy and control. Reforms include the formation of combined authorities, the creation of new unitary authorities and the abolition of the two-tier local government structure – in order to streamline services and empower local decision-making.

For local government CIOs and digital leaders, this transformation presents both challenges and opportunities. As councils merge and structures evolve, technology, processes and data will be central to ensuring a smooth transition – minimising service disruption, reducing complexity and enabling more efficient, joined-up delivery.

Navigating this change will require more than just internal agility, but strong partnerships and effective use of technology to scale and keep pace.

Preparing for the transition

Local authorities and their CIOs must begin preparing for the transition to unitary authorities by considering several key factors:

1. Governance and organisational change: The merger of multiple authorities into a single unitary will require careful organisational planning. There will be a need for new leadership, policies, and processes to align the different services and governance structures that currently exist. The number of councils involved in the reorganisation can make this particularly challenging and CIOs must work together in order to navigate this.
2. Technology and systems: One of the most critical elements in supporting the reorganisation is technology. Many councils still rely on legacy, often siloed, systems, and integrating these technologies into a single cohesive architecture will be vital for efficiency and cost savings. Councils must adopt flexible, scalable, and integrated platforms that can connect data silos and facilitate the smooth delivery of services across the new authorities.

Cumberland Council's story is a great example of a unitary authority that has already followed this approach. Back in 2023, two new unitaries were created, replacing the former Cumbria County Council and the six districts. As result, the authority faced the challenge of integrating various digital systems and technologies that had been used by the predecessor councils.

To facilitate the transition, and ensure continuity in service provision, the council scaled its existing use of low-code platform, and omnichannel contact centre solution. In doing so, the council was able to develop over 100 digital services - including waste collection, social care applications and customer service - to unify and connect the different councils' IT systems and provide a streamlined and consistent experience for both citizens and council workers.

3. Data and process integration: CIOs from different councils will also need to align their data and processes to avoid disruptions in service delivery and business-as-usual tasks. The transition to unitary authorities will involve rationalising big, complex systems in areas such as revenue and benefits, housing, and social care. This is a significant challenge, as each authority involved in the merger may use different software solutions, making it crucial to select systems that are flexible and can easily integrate, working alongside and streamline these processes.
4. Strategic partnerships: To ensure that the reorganisation runs smoothly, councils should partner with technology vendors who have a proven track record of supporting local government. These vendors should offer collaborative, flexible, and transparent solutions – and ways of working – that can scale with the evolving needs of local authorities. The ability to make rapid adjustments to new structures is essential for success, and local authorities will benefit from suppliers that understand the complexities of their operations.

Local government reorganisation in England promises to bring more local control and streamline service delivery. However, the transition will require careful planning and significant investment in technology and governance structures in order to be successful. Councils must start preparing now to ensure they are in a position to harness the opportunities that these reforms present.

By leveraging flexible, integrated technology solutions and learning from regions that have already gone through the process, local authorities can improve their service delivery and ensure that the reorganisation is ultimately beneficial for citizens. The key to success will lie in managing the complexity of these changes and ensuring that the right technology is deployed to enable more seamless and efficient local government operations.