Local government reorganisation (LGR) affects councils in different ways. First you need to come together and keep services operational, then you can think about digital transformation. But what if you could do both at the same time?

Across England, councils are contemplating, and in some cases already navigating, the most significant structural changes in decades. While authorities merge and consolidate, governance shifts and citizens expect to receive consistent, high quality services without interruption.

The reality is simple: continuity must come first. But in services like Revenues and Benefits, transition and transformation don’t have to happen in separate phases. You can stabilise services and modernise them simultaneously from day one.

Embed automation from day one

LGR is more than structural change. It’s an opportunity to simplify digital estates, align processes and strengthen citizen-focused services. Most LGR programmes follow a practical sequence:

1. Understand and map services, systems and dependencies
2. Stabalise high-impact frontline services
3. Align structures and workflows
4. Consolidate systems and standardise delivery
5. Optimise and improve citizen experience

Traditionally, digital transformation waits until later stages and, in some cases, that has meant going backwards to get to a baseline from which everyone can begin to advance. But that regression and delay merely prolongs manual duplication and increases risk.

Introducing a single operational layer early changes that dynamic. Automation can sit across multiple existing systems from different vendors, presenting a single unified face to citizens while managing all of the multiple back-office system complexity to enable joined up working before widespread system replacement.

From day one, councils can:

• Keep Revenues and Benefits services fully operational
• Maintain always-on digital access through a single interface to citizens
• Automate transactions across multiple legacy systems
• Manage demand consistently
• Measure performance and automation impact

Automation also reduces reliance on manual processes. Repetitive, rules-based tasks can be handled automatically, freeing skilled team members to focus on complex cases and resident support .And, because automation just 'plugs in' and nobody logs into it, there is no need for staff retraining or for disruptive system changes. You simply configure automation, plug it in and it works. Staff don't have to get used to a new system; they simply get used to the old system doing much more for them. Even if back-end systems remain separate temporarily, operations can function through a unified, automated layer.

Breaking down silos without breaking services

As councils and teams merge, the risk isn’t lack of ambition, it’s disruption.

Communication channels must stay open. Online services must remain available. Revenues and Benefits teams must continue processing claims, collecting income and supporting residents without interruption.

Automation helps bring services together. Workflows connect; data becomes visible across teams and reporting lines can shift without affecting delivery. Training on new systems becomes much simpler because automation is reducing the number of screens and fields that users have to master and navigate.

For new councils operating within wider structural change, this visibility is especially important. Clear performance data, consistent standards and measurable efficiencies help demonstrate value within a larger authority. It provides reassurance to teams concerned about their role in the new unitary and helps to quickly re-build that ‘safe space’ within which everybody is invested and performs better.

Citizens should experience consistency, not suffer delays from extended consolidation.

LGR is daunting

Any major structural change introduces stress – to the organisations involved and their employees, who worry about what the changes may mean for them. It can take years to rebuild that ‘safe space’ in which everyone feels comfortable. But there are things you can do now to mitigate the impact of structural change.

With the right automation strategy, councils can reduce the impact of structural changes, shorten learning curves and minimise operational changes. This protects continuity while creating space for transformation from the outset. By introducing automation now, organisations can prepare the ground for an easier consolidation and position themselves strongly for the future.

The key to rapid and effective deployment of automation is working with a partner who understands both operational realities and what long-term transformation looks like. A partner who can guide you through the practicalities of LGR while keeping services running.

Govtech and Netcall have put together some resources to help you prepare for LGR. And if you’d like an informal conversation about your plans or concerns, we’re always here to listen.

With the right approach, local government reorganisation isn’t just a transition. It can be transformative from day one.