Putting residents first with our new Digital Strategy
Posted on: 22 September 2025
A new Digital Strategy for 2025 to 2028 has been approved by Tewkesbury Borough Council’s Executive Committee.
Building on the council’s award-winning digital transformation work, the strategy sets out the council’s ambition to deliver online services that are so good, residents, businesses and communities choose to use them – and importantly makes it clear that for those people that would rather phone or visit the council, then the same high-quality services will be available.
Customer experience is at the heart of the strategy – with a commitment to making interactions with the council simpler, faster, and more personal for residents,businesses, and communities – whether it’s finding out the status of a planning application, ordering a bulky waste service or applying for a taxi license – and much more.
It also sets out how technology and digital tools will be used to ensure the organisation becomes more efficient and effective, with a focus on being prepared for Local Government Reorganisation (LGR).
Councillor Mike Sztymiak, Lead Member for Transformation, said: “I was delighted to present this strategy to our Executive Committee. It promises to bring our residents and businesses better customer experiences, with a smarter use of data and strong cyber-security, as well as being environmentally friendly.”
Joe Cole, Associate Director: IT, Cyber and Digital, said: “This strategy is all about delivering digital services that work for everyone.
“Our aim is to make our digital services so simple and effective that people choose to use them, whilst also keeping our traditional options available for those who would prefer to use them. This approach guarantees that every resident will have access to our services regardless of their internet access, skills, or personal circumstances, especially in complex or sensitive situations.”
The strategy includes a clear roadmap and practical tools – from automating manual tasks to using greener technology, with clear outcomes being delivered:
- Better customer experiences: Residents will see faster responses, clearer updates, and more choice in how they interact with the council.
- A digitally confident workforce: Staff will have access to the tools and training needed to meet customers’ expectations.
- Financial sustainability: By automating routine tasks and making services more efficient, we’re freeing up resources to save or reinvest to support the delivery of council outcomes.
- Strong cyber and technology foundations: Ensuring we have robust and secure systems that keep data protected and services running smoothly, including the use of new and emerging technology.
- Smarter use of data: The council will use data to anticipate needs and improve services, while keeping information safe and secure.
- Ready for future changes: Our strategy will help to ensure the council is as prepared as possible for the changes required through Local Government Reorganisation.
- Environmentally friendly service delivery: Less paper, fewer car journeys, and responsible recycling of old technology.
The strategy supports the council’s corporate vision of ‘supporting people,strengthening communities’, and will be regularly reviewed to ensure progress and transparency. The council’s environmental goals are also supported–reducing paper use, cutting down on business travel, and recycling old technology responsibly. Security is also a key part of the plan. As services become more digital, the council is committed to keeping them safe and secure,with flexible solutions that protect both data and users.
This strategy marks a major step in Tewkesbury Borough Council’s journey to deliver modern, inclusive, and sustainable services – making life easier for residents and helping the borough stay resilient in a fast-moving digital world.
Progress will be regularly reviewed by the council’s Overview and Scrutiny Committee to ensure transparency and accountability.
The Executive Committee has also approved the AI policy, which will now go to Council on Tuesday, 30 September for final approval. The AI policy provides essential rules and processes to ensure that the use of AI is ethical and properly approved.
