To do this, we need to do two things: become a digital council and develop a digital borough.

Our digital strategy isunderpinned by fourprinciples. These principleswill guide the way wework and help us deliverthe changes we make asan organisation.

February 2016

Southwark’sDigitalStrategy

Becoming a digital council...

...and a digital borough

Continuousimprovement

Digitalinclusion

Digitalculture

Customer led serviceimprovements

Access toinfrastructure

Digitalinclusion

We want to be a digital council whichuses technology in our day to day work in a way that improves outcomes and thelives of the people we serve.

APPENDIX 2

Principle 1 Putting the customer at the centre of digital change

Many of the ways we work as an organisation havebeen designed to reflect our internal structures andprocesses that have built up over time.

We will change this by putting our customers at thecentre of the way we work. We will put ourselves inthe customer's shoes and re-imagine services bythinking about – and asking them - what wouldreally work for them.

We will use digital tools to make their experience ofinteracting with us smoother and quicker. We willdevelop relationships with our customers wherethey feel confident that the feedback they providewe be acted upon.

Principle 2Putting digital ways of working at the heartof our organisational culture

We will change the way we think of ourorganisation by learning to use digital ways ofworking at all levels. We will build our digitalcapability, encouraged by our senior managers, byinvesting in our infrastructure and the skills of ourworkforce. Wherever possible, we will make digitalways of working part of everyone’s day jobs andcultivate an environment of digital self-confidenceand capability.

Principle 3Ensuring that everyone can share in thebenefits of digital change

As we change the way we work, we will ensure thatno residents are not left behind and unable to accessthe services and support they need. We recognisethat the most vulnerable in our community may needextra help. By doing things more efficiently throughdigital, we can make best use of our time andexpertise, reinvesting it into supporting the vulnerableof our community in accessing our services.

Principle 4 Continuously improvingour services

We will take an iterativeapproach to maintainingand improving our servicesby continually makingsmall and incrementalimprovements. Instead ofcompletely rethinking ourapproach every fewyears, we’ll regularlycheck in with ourcustomers and obtainfeedback so we cancontinuously improveour services. In doingso we can savemoney by minimisingthe need to overhauland redesign our services from scratchevery few years.

Our four principles

Southwark’s Digital Strategy February 2016

Five areas have beenidentified as a focus fororganisational change: • a transformed website• making best use ofdigital infrastructure• smarter ways ofworking with businessintelligence andanalytics• digital inclusion • digital communication

To read the strategy in detail, visit www.southwark.gov.uk/digitaltransformation

APPENDIX 2