London Borough of Southwark

Outcome of Expression of Interest: Invited to apply

During a 12 week discovery we identified further opportunities for a standard Pest Control service that we would like to research in an extended discovery. The end goal is to rationalize into one common platform, with a standard operating model published for other Councils to use.

Our key research questions resulting from the previous discovery are:

  • How might we link to housing and pest backoffice datasets to build intelligence into the online form, avoiding unnecessary jobs or enquiries
  • How might we build a customer case record system allowing them to change, cancel and view their appointments
  • How might we build reminders into the process to avoid repeat visits
  • How might we link our reactive post control service to our block treatment programme to ensure tenants in Council blocks can stay fully informed about ongoing treatment and avoid forced entry after no-access
  • How might we benefit Housing Association tenants who struggle to get their pest complaints resolved by landlords by linking up our process to Housing Enforcement Teams
  • How might we develop a common data standard for pest control & related environmental and enforcement services to allow for easier integration across multiple partners
  • Digital leadership training (for council leaders, service managers or senior executives)
  • Introduction to user research
  • Introduction to service design
  • Introduction to digital business analysis