How technology has transformed UK local authorities

From paying council tax to applying for housing, council services are now mostly online. This has made processes quicker for most, but alternatives need to be maintained for older or low-income residents to avoid the risk of digital exclusion. By offering digital services for those who choose to self-serve or engage with councils in this way, means staff can be freed up to help citizens who are most in need.

While technology can’t solve rising demand or shrinking budgets, it helps ease pressure and meet expectations for modern digital services. This has been achieved by modernising outdated systems, predictive demand modelling, automating manual tasks and reducing duplication. By reshaping how these pressures are managed has enabled them to deliver those responsibilities in a modern, connected society.

Automation isn’t about replacing people; it’s about empowering them. It supports digital transformation, reduces pressure on legacy systems, and helps councils deliver high‑quality, resilient services in a challenging environment. Automation offers a practical, achievable way to ease the load while improving outcomes for communities, through quicker responses, clearer communication, and 24/7 access to the information they need. From automated parking and waste systems to digital case management in social care, they can significantly reduce processing times and minimise costly errors.

Councils now use data to plan services, predict demand, identify vulnerable residents and measure performance. This allows for preventative approaches in social care, housing, and transport, but it also can bring challenges around privacy and data protection. Leaders must actively ensure that robust data and privacy policies are in place and widely embraced.

Remote working has forced councils to upgrade legacy systems, adopt modern collaboration tools, and streamline processes. Sound digital infrastructure has made remote working not only possible but effective, supporting business continuity and reducing service disruption during peaks of demand. Cloud computing, video calls, and social media have transformed how council staff work and engage with the public. Organisations can livestream meetings, run online consultations, and share urgent updates instantly.

Technology changes in the last 30 years have made local authorities leaner, faster, and more connected. It has reshaped how councils deliver services and engage with communities in a modern, digital world. Once paper-heavy and face-to-face, these processes are now largely digital and faster. They enable data-driven decisions and targeted support.