Delivering human-centric digital transformation during local government reorganisation

Guest blog by Afshin Attari, Senior Director of Public Sector at Exponential-e #localgovernmentreorganisation

Afshin Attari

Senior Director of Public Sector, Exponential-e

Local Government Reorganisation (LGR) represents one of the most complex operational challenges councils have faced in decades. As authorities merge into new unitary structures, they must bring together people, processes, data and technology at pace, while continuing to deliver essential public services to citizens who expect consistency and clarity during times of change.

For technology leaders, LGR is not simply an exercise in consolidation. It is an opportunity to reset how services are delivered, modernise legacy estates and create platforms that are resilient, scalable and citizen-first by design.

Start with the frontline: citizen services under pressure

Contact centres and Citizen drop-in centres sit at the heart of local government operations. During reorganisation, demand often spikes as residents seek clarity on services such as council tax, housing or social care, while staff navigate new structures and systems behind the scenes. Without the right digital foundations, this pressure can undermine service quality and affect staff wellbeing.

Successful transformation depends on empowering frontline teams, not overwhelming them. This means consolidating fragmented systems, improving access to accurate data and using technology to support, rather than replace, the human interaction that remains vital in public services.

Cloud-first infrastructure enables organisational agility

A core challenge during LGR is integrating disparate IT estates. Councils often inherit multiple networks, security models and legacy applications, creating complexity and risk.

Cloud-first infrastructure provides a proven route through this challenge. By migrating to secure, UK-hosted cloud platforms, councils can decouple services from legacy constraints, scale capacity dynamically and create a single, adaptable environment that supports new organisational models.

This approach is already delivering results. Exponential-e’s partnership with Havant Borough Council demonstrates how councils can modernise infrastructure while maintaining data sovereignty, security and service continuity. By migrating to a Microsoft Azure cloud environment and deploying a fully managed network, security and end-user services, Havant is building a resilient digital foundation designed to support long-term transformation.

AI as an enabler during reorganisation

As councils merge, service delivery becomes more complex. Staff may handle a broader range of enquiries across more services, often with incomplete or distributed information. AI, when deployed responsibly, can help address this challenge.

Rather than focusing on automation alone, AI can surface relevant data in real time, provide contextual insight to agents, and ensure consistency across channels such as phone, email, and webchat. This improves first-contact resolution, reduces hand-offs, and allows staff to focus on empathy and problem-solving, particularly for vulnerable citizens.

Governance, data and culture matter

Technology alone will not guarantee successful outcomes during LGR. Councils must also prioritise data governance, security, and organisational readiness. Consolidation provides an opportunity to establish clear standards, improve data quality, and embed a culture of continuous improvement.

Those that treat reorganisation as a catalyst for digital maturity will be best placed to deliver efficient, equitable and citizen-focused services in the new unitary landscape.

Turning disruption into opportunity

LGR is disruptive, but it also offers a once-in-a-generation opportunity to rethink how local government operates. By investing in secure cloud infrastructure, AI-enabled service platforms and human-centric design, councils can emerge stronger, more agile and better equipped to serve their communities than ever before.

For technology partners, the role is clear: bring proven experience, trusted platforms and a collaborative approach that helps councils navigate the complexity while keeping citizens at the centre of change.

Local government reorganisation hub

Local government reorganisation is reshaping more than 200 councils, creating both complexity and opportunity for digital transformation. The LGR hub brings together case studies, practical insight and lessons from public and private sector mergers to support effective, resilient transitions. Explore how technology can enable safe and sustainable change for day one and beyond.

Explore the hub

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