Northumberland expands digital tools to support frontline council services

Northumberland County Council is extending its use of digital workforce technology as part of a wider push to improve how local services are delivered and coordinated across the county. 

The council will roll out new digital capabilities over the next three years to help frontline teams manage work more efficiently, reduce delays and improve communication with residents. The latest phase builds on an established partnership with field service management supplier Totalmobile, whose technology is already used by the council across several services. 

The council is extending digital working practices to a broader range of teams, connecting staff and partner organisations in real time and improving how work is recorded, tracked and completed in the field.

Council leaders say the move is less about introducing brand new systems and more about deepening digital capability where foundations are already in place. By sharing updates instantly between frontline workers and back office teams, the council expects to free up staff capacity, reduce duplication and enable quicker responses to residents, particularly where cases are complex or involve multiple services.

Cllr Nick Oliver, Cabinet Member for Finance and Value for Money at Northumberland County Council, said the expansion reflects a practical approach to digital transformation. “This development is about building on the progress we’ve already made,” he said. “Our front-line teams do a fantastic job, and this partnership helps us give them the right tools to work more efficiently and deliver an even better experience for our residents.”

The new capabilities will support how teams manage and record work, coordinate day to day operations and communicate with citizens. Greater visibility of tasks and progress is intended to help both staff and residents understand what is happening and when, while allowing managers to focus attention where it is most needed.

From the second phase of the programme, Totalmobile’s Field First platform will underpin much of this activity, providing mobile access for frontline workers and real time data back into council systems. The supplier says the approach is designed to cut wasted time and make it easier for staff to concentrate on service delivery rather than administration.

David Webb, managing director of housing at Totalmobile, said Northumberland’s decision to expand its use of the platform demonstrated a focus on outcomes rather than technology for its own sake. He said the tools would help reduce delays and improve how housing and related services are delivered, while supporting staff on the ground.