What we are doing

These are the key areas we are working on in 2021-2022 – the second year of our digital strategy.


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The key areas we are working on for 2021-2022 are as follows:

Staff and workforce

  • Establish a face-to-face and remote popup ‘genius bar’ service to provide colleagues and members with easy access to help and advice.​
  • Review our systems and processes to ensure that we always have accurate records of who works for us and which systems and technology they can access.​
  • Develop a clear framework and approach for the Digital Ambassadors’ initiative, with a strong emphasis on developing collaboration skills and promoting cross-team working.​
  • Implement a digital leadership academy and associated learning pathways to help councillors and colleagues develop their digital capabilities.​
  • Design, develop and deliver a programme of activities and challenges for the Hounslow Innovation Network, linking with the recovery programme as appropriate.​
  • Reconfigure our council buildings to make usage more flexible, offering colleagues a variety of workspaces and ways of working, including hybrid meetings.​

Services and customers

  • Unify and simplify legacy and fragmented communications systems as possible to enable a faster and more efficient experience for staff and residents and provide a more digitally inclusive and accessible system.​
  • Apply service design practices throughout all projects, engaging with staff and our communities, and reimagining service provision.​
  • Produce and implement a Digital Inclusion Commitment to enable us to reach out to and engage with residents who cannot or struggle to access digital services, ensuring they are provided with the support they need.​
  • Review the improvements to services introduced by new ways of working, retain and develop them to offer seamless multichannel experiences for residents, visitors and businesses.​
  • Fully review and document the organisation’s online presence, allowing us to optimise its architecture, prioritise improvements, reduce duplication, minimise confusion and meet common needs.​
  • Modernise our digital estate through adoption of common reusable components across our digital estate such as GOV.UK Pay and Notify and experiment with alternative technologies such as chat and robotic process automation.​

Place and community

  • Develop a clear framework and approach for the Digital Inclusion Group, with a strong emphasis on building our communities’ digital capabilities to help them benefit from the digital age.​
  • Work with our communities to reimagine and redesign our services to ensure they meet their needs, are fully accessible, intuitive and seamless, regardless of the channel used.​
  • Introduce Smart City and Internet of Things technologies to help monitor and ultimately improve the environment, working with partners and learning from experiences elsewhere.​
  • Embrace advancements in smart home and neighbourhood technologies to support the future of urban liveability, mobility, independence and connectivity.​
  • Reimagine and redesign the buildings we own to make them work more effectively by sharing them with our residents, voluntary organisations and businesses and improving wifi access. ​
  • Apply data science techniques to help us to create low carbon neighbourhoods and improve environmental well-being.​

Collaboration and data

  • Improve the quality and integrity of our data and information, ensuring we have appropriate retention schemes in place.​
  • Develop greater awareness and understanding of data through a range of initiatives, including the establishment of a community of Data Champions which is passionate about using data for good.​
  • Improve access to data and insight by implementing solutions which brings our data to life.​
  • Create a holistic, joined-up view of our residents, enabling us to support them more effectively through their life events and gain insights from a more complete picture of our communities’ needs.​
  • Work with partners and other boroughs to share and join anonymised data and insights.​
  • Improve and encourage collaborative working by developing people’s understanding of the collaboration tools available and demonstrating the benefits of openness and transparency.​