Moray Council sets out new digital strategy to transform services

Moray Council has launched an ambitious three-year digital strategy, setting out plans to modernise systems, improve services and build the skills needed to create a digitally connected community.

The strategy is built around three priorities – business systems and processes, customer experience and workforce development – with the aim of improving outcomes for citizens while freeing up resources to focus on those who need additional support.

Modernising systems and processes

A major programme of work will review and replace ageing core systems, including the council’s customer relationship management system, social care case management platform and its public website. The strategy commits to end-to-end process improvement using lean principles, reducing duplication and manual handling. Greater use of automation and workflow tools is planned for areas such as HR and payroll to speed up transactions and cut inefficiencies.

A full inventory of major systems will be undertaken to guide future upgrades and ensure they are scalable and interoperable. The council sees this as key to eliminating silos and supporting better service design.

Improving customer experience

Enhancing the way residents access services is at the heart of the plan. A corporate customer experience strategy will link with the wider ICT and digital strategy to deliver a more seamless “digital front door”. This will include a refreshed council website, new online processes such as bookings and appointments, and a single view of the customer through better data integration.

A new data strategy will be introduced following a baseline data maturity assessment in 2026, enabling more sophisticated analysis and evidence-based decision making. Standardisation of data reporting tools across the organisation will improve consistency and enable more timely insight into customer needs.

Developing the workforce

The council recognises that successful digital transformation depends on people as much as technology. Staff will be supported to make full use of existing tools such as Microsoft 365, with training designed to build confidence and competence.

The strategy also commits to giving staff time and space to explore new technologies, including AI-driven chatbots, automation of routine processes and the use of Microsoft Copilot for document creation. The goal is to embed new ways of working and create an environment that fosters innovation and creativity.

The strategy will be reviewed annually to ensure it remains relevant in a fast-changing digital landscape. Delivery will be monitored through the council’s performance management framework and the Transform Board, with success measures refined over time as projects progress.

(Image credit: Moray Council)