Digital change in adult social care is urgent. In Bromley, a partnership with the Social Care Institute for Excellence (SCIE) shows how co-produced digital approaches can improve outcomes.
This article was written by Andrew Morley, senior practice development consultant at SCIE
Rethinking care
Rising demand and an ageing population mean social care must change. The shift to digital systems and community-based care is accelerating—not for technology’s sake, but to help people live more independent lives.
Used well, digital tools can reduce paperwork, free professionals to focus on relationships, and give people greater autonomy. But technology alone is never enough. Real change depends on culture: listening to lived experience, trusting professional judgment and designing services with people, not for them.
At SCIE, the focus is on what works in practice. Patterns often emerge when councils and care providers test innovations in real-world settings. One clear lesson comes from Bromley: technology should serve residents first and systems second.
What’s happening in Bromley?
Digital transformation in Bromley is treated not as a cost-cutting exercise but as a rethink of how care works. Co-designed with SCIE, practitioners and residents, the programme aims to deliver long-term savings – £2m this year, rising to £4.3m by 2026/27 – while enhancing the experience of care.
The approach pairs digital tools with investment in co-production. This ensures technology strengthens person-centred care rather than replacing it.
Change on the ground
Assistive technology is now embedded across five service areas, helping people perform everyday tasks independently. In some cases, care costs have fallen by up to 30%, exceeding early expectations. More importantly, people have greater choice and control over their support.
An AI transcription pilot has reduced administrative time by around a fifth, allowing social workers to focus on people rather than screens. One practitioner said: ‘It helps me focus on the person—their voice, their story.’
Bromley has also redesigned its ‘Front Door,’ bringing social workers and occupational therapists together. The result: faster response times, fewer unnecessary referrals and earlier proportionate interventions.
A broader digital offer is under development, including self-referral routes, online financial assessments and a directory of community resources – making it easier for people to navigate support and manage their care.
Lessons learned
Success depends on more than tools. Staff confidence and engagement have been crucial. Peer-led training, structured induction, and reflective workshops have built skills, consistency and a culture of shared learning.
Flexibility has also mattered. A clear but adaptable governance model allows Bromley to respond quickly to emerging needs – from safeguarding to decision-making – without losing strategic direction. Independent evaluations by SCIE ensure lessons feed back into ongoing improvements.
Sharing the learning
SCIE showcased Bromley’s transformation at the National Children and Adult Services Conference 2025, alongside the council and lifestyle monitoring specialists Lilli. The discussion highlighted how digital innovation and co-production can make social care both more efficient and more human-centred.
Looking ahead
With months still to run in SCIE’s support programme, Bromley’s results are already clear. Yet the most significant shift may be cultural: digital transformation is reframed not as a technical upgrade, but as a way to rethink relationships, roles and responsibilities.
Bromley’s partnership with SCIE offers a model for other councils – one that proves efficiency and empathy can coexist. The lesson is simple: technology can enable change but it is people who make it last.
Images: Shutterstock
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