Introducing the 5 pillars
Pillar 2: People powered digital experience
Southwark’s commitment to the future centres on our residents. Our technology and digital strategy emphasises empowering residents, enhancing their experiences, and supporting self-service with seamless, efficient digital interactions. We aim to create a single front door into our organisation, using digital channels, community hubs, and a responsive contact centre, all designed to cater to the unique needs and preferences of our residents.
What we will deliver:
- conducting a thorough redesign of the website, prioritising user-friendly navigation, clear information architecture, responsive design and replacing the current platform to optimise adoption of new technology
- developing mobile responsive My Southwark that allows residents to access and manage services conveniently from their smartphones, ensuring a seamless and user-friendly experience
- implementing online self-service portals for common services, enabling residents to submit applications, track requests, and access information independently
- introducing a single sign in account system that allows residents to access multiple services with a single set of credentials, streamlining the user experience
- establishing channels for residents to report issues in the Borough and provide feedback on digital services, ensuring continuous improvement based on user experiences and preferences
- implementing virtual assistants or chatbots on the website to provide real-time assistance, answer frequently asked questions, and guide users through online processes
- ensuring that digital platforms adhere to accessibility standards, providing features such as text-to-speech, high contrast, and other accommodations for users with different needs
- conducting user journey mapping exercises to understand and optimise service design
Page last updated: 08 May 2024
