The five pillars

Empowering staff with modern workplace technology

We're establishing a centralised hub for Technology and Digital within our organisation to help our staff to use modern workplace technology. This will give them the skills they need to deliver better, more efficient services.

To deliver this, we will:

• undertake a Digital Maturity Assessment for the organisation to establish a baseline for areas of improvement and provide assurances on the strategy
• re-implement an integrated ERP system to streamline internal processes, unify data management, and enhance overall operational efficiency
• create inter-operability between systems to support consistency across council services
• reduce the number of IT applications by at least 10%
• implement internal chatbot technology to provide quick support and answers to common queries, improving the efficiency of internal help desk services
• introduce AI-based automation to reduce manual tasks, optimise resource allocation, and expedite decision-making processes within the organisation
• implement robust cybersecurity measures to safeguard internal systems and data

We'll continue our journey to deploy Microsoft 365 and Microsoft Dynamics throughout the council to promote collaborative work among colleagues. It will provide flexible, secure access on any device at any time, instilling confidence in employees as compliance rules are automatically managed.

We are implementing voice recognition in our contact centre, leveraging Artificial Intelligence and Machine Learning to connect residents with the appropriate service when they call us.

Digital Workplace Skills

We're developing training programmes and resources to promote digital literacy and professional growth. Our staff will have the opportunity to acquire the skills and knowledge needed to deliver services and stay up to date with technological advancements.

We have collaborated with Microsoft to provide more than 20,000 hours of digital training to council staff. This will help staff develop new skills with software like Power BI, Teams and Microsoft 365.

To do deliver this, we will:

• develop digital training platforms to upskill employees in the latest technologies and tools relevant to their roles, fostering continuous professional development
• establish collaborative SharePoint intranet hubs to enhance internal communication, knowledge sharing and project collaboration

User-Centric Services

Our services are designed with our users at the core. We actively engage in resident workshops, user research, and the application of user centred design principles to create services that are intuitive, accessible, and responsive to the needs of our residents.

Technology and Security

To ensure reliable and secure services, Southwark is dedicated to making the necessary investments in technology. This includes not only infrastructure but also robust cyber security measures.

We understand the importance of safeguarding sensitive data and the need to maintain the trust of our residents. We are committed to taking all necessary precautions to ensure data security and accessibility.

Digital Culture

We're aiming to build a digital culture where innovation and new ways of working are embraced. Southwark is creating an environment where our staff can seamlessly transition to digital practices, collaborate more effectively, and responsive to the evolving needs of our residents. This cultural shift is pivotal to ensuring that our council remains agile and responsive to the challenges of the modern era.

Digital Together (DiTo) champions within Southwark Council serve as integral catalysts for the effective adoption and utilisation of digital tools and systems among internal staff. These champions play a pivotal role in driving the council’s technology and digital strategy by promoting awareness, facilitating training sessions, and providing ongoing support to colleagues. They act as key advocates, ensuring that staff members are well-versed in utilising new technologies, enhancing overall digital literacy, and fostering a culture of innovation within the organisation.

By actively engaging with their peers, addressing concerns, and sharing best practices, technology champions contribute significantly to the successful implementation of digital initiatives, ultimately supporting the council’s broader mission and operational efficiency.

To deliver this, we will continue to build the DiTo champion network (currently 110 champions) to 200 to represent all of the services across the council including depots and front-line workers