New approaches to digital reform are helping councils rethink how services are designed and delivered in communities. Recent insights highlight how user-centred methods and data-driven systems can improve outcomes for residents.
Local authorities such as Neath Port Talbot and Caerphilly are embedding collaborative, modern ways of working to create more transparent, responsive, and efficient services. These examples illustrate how system change can support stronger, more connected communities across Wales.
The discussion on the Government and Not for Profit podcast series highlighted several key points, including:
- Councils are moving from interface-only updates to end-to-end service redesign, ensuring internal processes match public expectations.
- Investment in user-centred design and agile ways of working are helping local authorities collaborate across departments and improve decision-making.
- Digital platforms, such as Neath Port Talbot’s myNPT, show how clearer, simpler access to services can strengthen trust and reduce barriers for residents.
You can read a summary of the discussion – Welsh Councils Use Digital Reform to Rethink Service Delivery
