Digital services have been progressing across every sector of society for the past decade. But in 2020 we saw the speed of digital adoption rapidly increase, with the pandemic forcing innovation on a scale that's never been seen before. Local authorities have witnessed a huge shift, with employees working hard to ensure that people can contact their council quickly and easily on whatever channel suits them best. Traditionally, the burden for implementing successful digital transformation has fallen on IT departments, but as we build on the momentum we've seen during lockdowns, this is set to change. Citizens, especially those who are most vulnerable, must be firmly at the centre of all digitisation plans. Councils will have to move away from siloed ways of working, utilising the different types of skills across all departments to make digital inclusion a reality. Rather than sectioning off digital engagement, we must recognise its importance across all areas of our lives, developing this vital tool for a more successful and cohesive society.
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