It’s no secret that many UK councils rely on outdated IT systems, some of which have been in place for over a decade. These legacy IT systems power more than 800 essential services, yet they often function like old telephone switchboards – inefficient, disconnected, and difficult to scale.
Skip to:
- The Bigger Picture: It’s Not Just Legacy IT Holding Local Authorities Back
- Manual Processes Still Prevail
- A Strong Business Case For Funding
- Escaping Legacy IT Systems: How Can Digital Transformation Support Councils?
- Smarter, Data-Driven Decisions Mean Better Budget Allocation
- Faster, More Flexible Digital Upgrades
- The Path Forward, Doing More With Less
- Legacy IT Systems and Other Sectors
- Existing ServiceNow Users – Let’s Make Sure You’re Getting the Most From Your Platform
- Getting The Right Ongoing Support and Training
- Ready to Move Away From Your Legacy IT System?
Many councils find themselves locked into long-term contracts with large suppliers, limiting their options for innovation. With little incentive for these vendors to modernise their offerings such as introducing API integrations – local authorities often struggle to enhance their digital services.
Unfortunately, this results in a frustrating experience for residents, reflecting poorly on local authorities despite their commitment to improvement.
According to a report by Technology One, 58% of councils believe that legacy IT systems are holding them back from meeting residents’ evolving needs. Yet, funding remains a challenge, only 39% of 76 councils report having a dedicated budget for digital transformation.
The Bigger Picture: It’s Not Just Legacy IT Holding Local Authorities Back
Outdated IT infrastructure isn’t the only issue. Councils handle vast amounts of resident data across multiple services, but 59% say legacy IT systems have created silos, preventing them from accessing a single, accurate source of truth. These data silos slow down decision-making, making it harder to optimise services and allocate budgets effectively.
Manual Processes Still Prevail
The Local Government Association (LGA) continues to push for better automation in councils, yet many still rely on manual workflows due to system fragmentation and integration challenges. This inefficiency drains resources and delays responses to community needs.
A Strong Business Case For Funding
Despite the clear need for modernisation, councils must demonstrate return on investment (ROI) when applying for external funding and presenting a strong business case is fundamental. Securing approval means proving that digital transformation will deliver tangible benefits for both operations and the communities they serve.
Take Buckinghamshire Council, for example. Before modernising with ServiceNow, just 20% of resident interactions occurred through its legacy IT portal. After adopting ServiceNow’s streamlined digital solutions, this jumped to 75%, significantly improving engagement and service efficiency. Case studies like this highlight how the right platform can drive meaningful change.
Escaping Legacy IT Systems – How Can Digital Transformation Support Councils?
Investing in modern digital platforms like ServiceNow enables councils to:
- Automate workflows: Reducing delays and ensuring requests move smoothly between departments.
- Introduce self-service portals: Empowering both residents and employees to resolve common issues quickly.
- Enhance response times: Leveraging AI-driven insights and real-time monitoring to resolve issues before they escalate.
Smarter, Data-Driven Decisions Mean Better Budget Allocation
59% of local authorities say without a single, reliable source of truth, it’s impossible to make truly informed decisions.
When authorities can’t accurately forecast demand, plan budgets, or prioritise services, resources end up in the wrong places.
Real-time analytics and predictive insights can change that, helping allocate funding more effectively and plan future services with confidence. Advanced analytics and predictive insights help councils anticipate needs, optimise resources, and improve long-term planning.
Faster, More Flexible Digital Upgrades
A key advantage of ServiceNow is its low-code approach, allowing councils to deploy and customise solutions quickly. This agility ensures they can adapt to evolving policies, community expectations, and service demands.
By standardising workflows and breaking down silos, councils can create consistent, seamless experiences for residents – whether they’re applying for benefits, reporting an issue, or requesting a service.
The Path Forward; Doing More With Less
Yes, funding is a challenge. But with the right digital approach, authorities can do more with less and create a system that works for their teams and the people who rely on their services every day.
As ServiceNow partners, we can support authorities to make a solid business case for the funding they need, then support them and their teams through seamless implementation of ServiceNow.
All the time ensuring workforces remain motivated and receive the training they need to be confident ServiceNow users.
Legacy IT Systems and Other Sectors
Legacy IT systems pose significant challenges not only for UK councils but also for various business sectors. Outdated systems often lead to inefficiencies, increased operational costs, and hindered innovation.
From healthcare providers struggling with patient data management to retailers facing complications in inventory management, the impact of legacy systems is widespread.
Enhancing customer experiences, and overcoming the limitations of legacy IT systems is essential for fostering growth and competitiveness in today’s environment. Knowing where to start can feel overwhelming. This is exactly where a consultancy like MDBSC can support digital transformation across all sectors at all stages of transformation.
Existing ServiceNow Users – Make Sure You’re
Getting the Most from Your Platform
If you’ve already made the move to ServiceNow, you want to feel confident you’re getting maximum value from your investment. That’s where we can help.
Here at MDB Service Consulting we offer a free, no-obligation online discovery session, where we’ll take a close look at how you’re using the platform and identify areas for improvement. Whether it’s boosting productivity, cutting costs, or enhancing user experience, we’ll help you fine-tune to work smarter, not harder.
Getting The Right Ongoing Support and Training
It’s not our policy to ‘set it and forget it’. So, as technology evolves, so should the way your team use it.
That’s why we provide ongoing support and training, ensuring your IT team and wider workforce stay confident and proficient in ServiceNow.
Because real digital transformation doesn’t stop at implementation, it’s about continuous improvement.
Ready to Move Away From Your Legacy IT System?
If you’re looking to leave your legacy IT systems behind and embrace a modern, scalable system with ease, let’s talk. We’ll help you move forward with momentum and ease.
Get in touch, and let’s get started. You’ll also find us and more detail on our services on G-Cloud 14
Sources:
- https://www.local.gov.uk
- https://ifs.org.uk/publications/reforming-local-government-funding-england-issues-and-options
- https://www.gov.uk/government/publications/state-of-digital-government-review/state-of-digital-government-review
- https://www.technology1.co.uk/resources/media-releases/councils-in-crisis-are-poor-systems-to-blame