Adur & Worthing Councils Showcase their Digital Transformation

27th Jun, 2019
Read time: 8 minutes

Adur & Worthing Councils Showcase their Digital Transformation

We are delighted to have been able to work on a project showcasing the excellent work that Adur & Worthing Councils has been doing using MATS Low-code.

Adur & Worthing’s people-centred focus on residents, staff and council users means they deliver a joined-up journey in every system or app. #digitaltransformation is happening right across the council. Waste, asset management, housing repairs, staff scheduling and HR have all benefited. Automated tasks save time and costs, and improve team efficiency.

As an example, the asset management app helps manage repairs, and compliance risks at over 7,000 council properties. These trailblazing apps were all rapidly developed and implemented by the internal Digital Team.

Recognition of Digital Transformation

Adur & Worthing Councils have made such significant practical and tangible transformation on their digital journey, that they were shortlisted as finalists in MJ Local Government Achievement Awards 2019, in the Digital Transformation category.

The MJ believes recognising the best local government services and personnel is vital to sharing the learning. This major public sector event gives council peers an opportunity to learn from and share the expertise of winners. Last night's glittering event was held in the prestigious London Hilton Hotel.

In our digital era, it’s no surprise that the Digital Transformation category was highly contested. We congratulate Stockport Council, the winning council, and all 6 other councils on being shortlisted as finalists. Sharing your success is important to all colleagues in these councils.

Agile rapid transformation

MATS Low-code has been the key component in the Digital Team’s tool kit. The digital developers work alongside departments to build in an agile and fast style. Interestingly, 60% of their skilled digital team were already staff within the council. This element of control and rapid deployment was crucial to the Council’s success.

Paul Brewer, Director for Digital & Resources at Adur & Worthing Councils, says “Our mission is to make digital change really people-centred, so that the services that we build and implement are really, really good user experiences. Low-code has been the thing that has really made it for us. Being able to use the talent that was already here and build an IT Team around the platform, enabling us to work really fast and at high quality.”

Demonstrating the benefits

Seeing is believing. Netcall's team were on hand to help with the series of short films which show the improved outcomes from residents and staff. We're delighted to share them with you.

See the tangible and real benefits of digital transformation, using Low-code for yourself. A transcript of each film is also laid out below.


To read more about Adur & Worthing’s digital transformation and use of Low-code, read the full case study.

Transcripts of the films:

Agile Development for Waste Services

Paul Brewer, Director for Digital & Resources, Adur & Worthing Councils:

“Our first major project was with the Waste Management Service, which was a fantastic service already but needed help to transform digitally.”

Simon Millier, Digital Development Manager, Adur & Worthing Councils:

“The Digital Team have spent 12 weeks working alongside the Waste Teams. During that time we’ve built 4 self-service applications that have linked to the existing back office systems that we built previously.”

Tony Patching, Waste & Cleansing Operations Manager, Adur & Worthing Councils:

“The self-service app covers a range of things, one of the biggest ones is ‘Street Scene’ and part of that is the fly-tipping app because a lot of people go walking. Now they are able to go online log a problem on a map system, so we know where their location is, which was a problem that we had in the past, but also they are able to upload a picture and send it in to us.”

Paul Brewer:

“Because people are so used to using their phones to do things on the move, those requests go straight through, not to the folk in the office but to the folk out in the field, who are able to then respond quickly and go and sort the fly-tipping out. That’s been brilliant, very instantaneous, sometimes within minutes. The feedback we get is that people are really surprised that we have been able to get out there, with them only having just reported it.”

Amy, local resident:

“I was really impressed with the responses I got. I got one straight away saying that they’d received my report about fly-tipping, then another one saying that it had been passed on to somebody and then finally, when the mess got cleared up, I got told that was the case. So it really made me feel like the issue had been passed on to someone and they were taking it seriously.“

Paul Brewer:

“Our thing is about making digital change really people-centred, so that the services that we build and implement are really, really good user experiences. That helps us to make it really good for local residents in this digital age.”

7,000 self-service waste requests handled.

70% of all bulky waste enquiries now online

61% “street scene” reporting is now online

33% fewer disputes with the council over missed bins

33% fewer inbound calls of locals reporting incidents

Low-code changes digital transformation forever.

Improving Tenant Experience with Housing Repairs

Kaye, Tenant:

“I’m Kaye, a busy mum of two children, they are 10 and 8, and I work in a school. I’ve lived in Southwick for 10 years. Up until now, I would have phoned to report a problem. Having used the app, I found it extremely easy and I will definitely be using it again.”

Yan, Electrician, Adur & Worthing Councils:

“For tenants like Kaye, who have reported a job where a communal light is not working which jeopardises the security of the property. So we get here as quickly as possible because we don’t want people being unsafe. So Kaye will receive a text saying that an operative is on their way, it also gives my name “Yan is on his way here to fix your light”. And then after the job is completed she will get a notification that the job is completed and she is happy with that.”


“It’s a big help because I can use the app at school now, rather than waiting until I get home. It will be really nice to use the app when I can in my lunchbreak and not have to worry about a lengthy wait on the phone.“

Paul Brewer, Director for Digital & Resources, Adur & Worthing Councils:

“One of the things that we’re really keen on is making change happen for residents and for staff as well. The services that we build and implement are really, really good user experiences. That really helps us to be a modern organisation and an organisation that’s super-efficient. We can manage our costs, but, most of all, we make is really good for residents in this digital age.”


“Sometimes I even take a photo of a happy tenant – I’ve done that before which was quite funny.”


“I think it’ll be a very positive thing being able to use the app and knowing how easy it is now, I will definitely be telling people to use it.”

6,850 homes managed

17,900 repairs a year

24/7 availability

86% customer satisfaction

Low-code changes digital transformation forever.

Delivering Improved Asset Management

Paul Brewer, Director for Digital & Resources, Adur & Worthing Councils:

“We have an Asset Management system on the platform which is where we can have a great sense of all of our assets and the condition of those assets, whether we’ve inspected them, any health & safety issues. That big data set is something that we’re really hoping to make the most of.”

Kevin Smith, Senior Building Surveyor, Adur & Worthing Councils:

“Having identified that there was a need to have a centralised asset management system, colleagues in our Digital Team have created a system with a number of different apps. The idea behind that was that all the data for our various assets could be centralised and kept in one place. One of the benefits of having the data collected in this way, was that we avoid potential situations such as the Maintenance Team may have undertaken redecoration of a kitchen in one of our residential properties, only for the following year, the Capital Team to come along and put in a new kitchen. Obviously this wastes resources, time and effort, so it’s avoiding that situation.”

Paul Brewer:

“The platform works with open standards and that might allow us, in the future, to get innovative companies to come and build applications on top of that data, such as sensors and the internet of things. We’re really excited about having the core digital services on the platform and the data being generated, and working with others to see if we can innovate on top of that.”

Kevin Smith:

“It’s far easier to use. It’s far more efficient. Every other department that needs access to that information can access it, so it’s a really positive move forward for us.”

7,000 assets & properties managed

5,500 listed compliance tests

Keeps assets, staff, tenants and public safe

Vastly reduced missed deadlines

Low-code changes digital transformation forever.

Harnessing Talent within the Organisation

James Bovington, Senior Digital Developer, Adur & Worthing Councils:

“I’m James, I started in 2008 in Adur & Worthing as a Coastal Surveyor, I’m now a Senior Digital Developer. In 2012, we became the first UK council to put a mobile laser scanner on a quad bike, to inform coastal engineers how to protect the coast.“

“Laser scanning created an enormous amount of data, terabytes of data per day, and so I needed to invent some scripting to rationalise and statistically aggregate that data into something manageable.”

“My work on modelling led me to be offered a secondment in digital where we use Low-code to rapidly produce new applications.”

Paul Brewer, Director for Digital & Resources, Adur & Worthing Councils:

“We identified that Low-code was really the sweet-spot for us to be able to have control to build for ourselves but to do so in a cost effective way. In a way that didn’t demand high end developer skills, but does require very skilled people, but people that we already had within the organisation and that was fantastic for us to be able to really take control and make progress.”

Simon Millier, Digital Development Manager, Adur & Worthing Councils:

“Throughout the council, we’ve got a huge amount of talent, not necessarily programmers, but people that have got skills in data and processes. The Low-code platform really allows us to harness those skills.”

Paul Brewer:

“Well Low-code has been the thing that has really made it for us. Being able to use the talent that was already here and build an IT Team around the Low-code platform, which has just made us be able to work really fast, and at high quality.”

James Bovington:

“But the journey started here, on the beach, with a quad bike!”

There are now over 50 ongoing digital projects at Adur & Worthing Councils.

60% of the Digital Team came from other departments within the council.

Low-code changes digital transformation forever.

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