The five pillars

Southwark’s commitment to the future centres on our residents. Our technology and digital strategy emphasises empowering residents, enhancing their experiences. We aim to create a single front door into our organisation, using digital channels, community hubs, and a responsive contact centre. These will all be designed to cater to the unique needs and preferences of our residents.

To deliver this, we will:

• develop a mobile responsive My Southwark service that allows residents to access and manage services conveniently from their smartphones
• implement online self-service portals for common services, enabling residents to submit applications, track requests, and access information independently
• introduce a single sign-on account system to allow residents to access multiple services with a single set of credentials
• establish channels for residents to report issues in the Borough and provide feedback on digital services
• implement virtual assistants or chatbots on the website to provide real-time assistance, answer frequently asked questions, and guide users through online processes
• ensure that digital platforms adhere to accessibility standards, provide features such as text-to-speech, high contrast, and other features for users with different needs
• conduct user journey mapping exercises to understand and optimise service design