London Bi-Borough: digital disruption and transformation in SEND services

Created By:  thumbnail Guy Head
Last updated: 04 Mar 2024
Case study

The Royal Borough of Kensington and Chelsea, and Westminster City Council, known as London’s Bi-Borough, adopted a collaborative approach to drive transformation in 2018 with the ambition of being the number one SEND service in the country; a target which has been accomplished.

At the beginning of the transformation journey, the Bi-Borough faced major challenges.  Nationally, SEND services were encouraged to rethink delivery models to respond to growing financial pressures, rising demand for provision, and the need for earlier identification and interventions for children and young people with SEND.

To deliver better service, and address the external and internal challenges, a digital strategy was at the heart of the business case to improve service delivery and replace multiple legacy systems.  Multiple legacy systems in the SEND service at the time created many difficulties, particularly relating to access and efficiency.  Data management and reporting were largely manual and time intensive.

Category: Change approach » Service focus Change approach » Customer focus Characteristics » Use of data and intelligence Critical success factors » Getting the best from staff Critical success factors » Approach to change Data maturity » Systems and tools Data maturity » Skills and capability Local government services » Children and family care Local government services » Education, learning and childcare