The Digital Transformation Team are the council’s specialists in using technology to optimise customer experience, whether residents access a service by phone, in person, or online.
The team has a small in-house technical development resource that has developed more than 200 internal and customer-facing services, which make up the MySandwell portfolio. MySandwell services are more than just the forms our customers complete. Using a suite of development tools, the Digital Transformation team optimises service processing efficiency after submission to achieve the best outcomes for residents. We do this by designing services that remove non-value-adding stages from digitised customer journeys, automating the triaging of service requests to specific council teams, and integrating with back-office systems to minimise data rekeying and reduce human error.
Our goal is to use technology to empower our officers to focus on achieving outcomes for the more complex needs of our residents, with less time spent on administrative tasks. The more our internal teams and residents use these efficiency-optimised services, the more value our staff can add by dealing with people interpersonally where they’re needed most. The creation of ‘complex in design, simple in use’ services by the team has enabled communities to shift from online being the least used way for residents to access services in 2016, to becoming the preferred channel from 2022 onwards. In 2025, over 2,200 self-service transactions are completed by residents every day.
For more information about MySandwell, please visit https://www.sandwell.gov.uk/mysandwell. For more information of how to access support to get online please see https://www.sandwell.gov.uk/HelpGettingOnline
If you would like more information about Digital Transformation Team services, please contact Andrew Langford – Senior Lead officer, Digital Transformation.