996
The Head of Digital and the Strategic Director submitted reports a copy of which had been circulated to each Member together with draft minute 553 from the Scrutiny Panel meeting of 13 November 2025.
Councillor Pearson, Portfolio Holder for Economic Growth and Transformation, indicated that he would introduce the Digital Strategy 2025-28 and the Customer Strategy 2025-28 together as they were closely interlinked. They had been considered by the Scrutiny Panel who indicated support for both strategies. There was a clear need to update and improve the Council’s website, which was a key theme of the Digital Strategy. It would also provide a safe and secure digital environment for officers, members and customers. It was appreciated that there had been some issues with the implementation of the strategy with members and the importance of ensuring officers and members bought in to the strategy was understood. There had been a successful programme of staff training.
In terms of residents, it was understood that not all had access to or were comfortable with digital solutions, so the Customer Strategy made clear that in person options would be available for those who wished to use them.
The Digital Strategy helped align the Council’s processes with those of potential partner authorities and so would help with the preparation and implementation of local government reorganisation.
In respect of the Digital Strategy:-
RESOLVED that:-
(a) The findings and recommendations of the Scrutiny Panel regarding the Colchester Digital Strategy 2025–2028 be noted.
(b) The Digital Strategy 2025–2028 be approved as the Council’s formal roadmap for digital transformation.
(c) The strategy’s commitment to robust cyber risk management, including the adoption of national frameworks, appointment of a dedicated Cyber Security Lead, and ongoing compliance with recognised standards, be endorsed.
(d) The alignment with the Essex Digital Partnership and neighbouring authorities, ensuring regional collaboration, shared intelligence, and consistency in digital priorities and cyber resilience, be noted
(e) The strategy’s integration with the Customer Strategy, supporting a customer-focused approach to service delivery and digital innovation, be confirmed.
(f) It be noted that the Strategy supports the adoption of agreed standards and governance for data management, blueprinted and structured reusable templates, and processes, to ensure consistency, quality, and efficiency across all digital initiatives, and to facilitate seamless integration and readiness for Local Government Reorganisation (LGR).
(g) Officers should proceed with implementation, ensuring strong governance, financial resilience, and continuous stakeholder engagement.
RECOMMENDED TO FULL COUNCIL that the Digital Strategy 2025- 2028 be included in the Council’s Policy Framework (alongside the Customer Strategy)
REASONS
Cyber Risk Management: The strategy embedded comprehensive cyber security measures, including the NCSC Cyber Assessment Framework, a Cyber Incident Response Plan, and multi-layered security controls. These were essential to protect Council systems, data, and residents from evolving threats.
Regional Collaboration: By aligning with the Essex Digital Partnership and neighbouring authorities, the strategy leveraged shared expertise, intelligence, and resources. This strengthened Colchester’s digital resilience, ensured best practice across the region, and supported joint initiatives where appropriate.
Customer-Centric Approach: The strategy was fully integrated with the Customer Strategy, ensuring that digital transformation delivered intuitive, accessible, and high-quality services tailored to residents’ needs.
Data, Standards, and Governance for Integration: The adoption of agreed standards and governance for data management, as well as blueprinted and structured reusable templates and processes, will drive consistency, efficiency, and quality in service delivery. This approach was critical for supporting integration and interoperability, especially in preparation for Local Government Reorganisation (LGR).
Governance and Compliance: Oversight by the Digital Pipeline Board and Digital Board ensured that all initiatives are prioritised, risks were monitored, and statutory requirements were met.
Inclusivity and Accessibility: The Equality Impact Assessment demonstrated a commitment to digital inclusion, ensuring services were accessible for all residents.
Financial and Operational Sustainability: The strategy was designed to maximise value from existing resources, manage financial pressures, and deliver sustainable innovation.
Consultation and Engagement: Developed through extensive engagement with staff, stakeholders, and residents, the strategy reflected operational realities and user needs.
ALTERNATIVE OPTIONS
Do Nothing / Maintain Current Approach
• Description: Continue with existing digital initiatives and priorities without formally adopting the new strategy.
• Audit Risk: Recent audits had identified a high level of risk associated with historical technology debt. This legacy debt exposed Colchester and its residents to unacceptable risks, including a significantly increased attack surface for cyber threats.
• Regional Risk: Neighbouring authorities and the Essex Digital Partnership were actively progressing their digital strategies and preparing for Local Government Reorganisation (LGR). If Colchester did not act, it risked being left behind, resulting in:
o Reduced ability to collaborate and integrate with regional partners.
o Missed opportunities for shared intelligence, resources, and best practice.
o Potential reputational damage and operational disadvantage compared to better-prepared councils.
• Ongoing Technical Debt and Financial Risk: Continuing with the current approach would perpetuate technical debt, prevent a clear view of organisational technology, and lead to increased and lost budgets, wasted resources, and unsupported solutions.
• Direct Impact on Customer-Facing Services: Key projects such as the contact centre and website would not be progressed, directly impacting customers as these services were currently failing and unreliable.
• Implications:
o Unacceptable Risk Exposure: Known vulnerabilities would remain unaddressed, heightening the likelihood of cyber incidents and data breaches.
o Increased Attack Surface: Outdated systems and fragmented infrastructure make it easier for malicious actors to exploit weaknesses.
o Potential Harm to Residents: Risks extend to personal and sensitive information held about residents.
o Regulatory and Reputational Impact: Non-compliance with statutory requirements and reputational damage were likely if risks were not mitigated.
o Financial Inefficiency: Lack of oversight and strategic direction will result in inefficient use of budgets and resources, and continued reliance on unsupported solutions.
o Service Failure: Failure to progress critical projects would result in continued poor customer experience and operational inefficiency.
o No Improvement Plan: Absence of a clear investment or improvement plan would prevent the Council from addressing technology debt and service failures.
• Conclusion: Given the audit evidence and regional context, maintaining the status quo was not a viable option. Proactive action was required to mitigate technology debt, strengthen cyber resilience, ensure financial and operational sustainability, and deliver reliable customer-facing services.
In respect of the Customer Strategy:-
RESOLVED that the Customer Strategy 2025-2028 be approved.
RECOMMENDED TO FULL COUNCIL that the Customer Strategy 2025-2028 be included in the Council’s Policy Framework (alongside the Digital Strategy)
REASONS
The Customer Strategy 2025–2028 provided clarity and a unified direction for customer services across the Council, Colchester Borough Homes, and Amphora. It aligned with the Council’s priorities, ensures consistency in service delivery, and positions the organisation to meet future challenges, including Local Government Reorganisation, by delivering a resilient, customer-focused approach.
The strategy had been developed collaboratively with Colchester Borough Homes (CBH) and Amphora, reflecting shared principles and operational realities. It would be formally presented to both Boards for adoption in the new year, ensuring a joined-up and consistent approach across all partners.
ALTERNATIVE OPTIONS
The alternative would be to continue without a Customer Strategy. This would contribute to a fragmented approach across services, reduce efficiency, and limit the ability to meet rising customer expectations, modernise delivery, and prepare for future challenges such as Local Government Reorganisation.