Investigating a digital support hub for carers


  1. Project outputs
  2. Project timeline

Estimates suggest that approximately 6% of the population are unpaid carers, equating to around 110,000 people across South East London. Unpaid carers describe the profession as “being plunged into a complex web of health and social care services with no prior knowledge or experience”. 

This project, led by London Borough of Southwark, aims to demystify the world of caring, making it easier for carers to get the information, advice and support they need to care for their loved ones and maintain their own health and wellbeing.

Southwark will explore:

  • the experiences of carers across the South East London Integrated Care System (SEL ICS) in accessing information, advice and support
  • the approaches taken to supporting carers across SEL
  • the platforms, digital tools, innovations that are available or emerging from the market

This discovery will consider how a virtual carers hub could bring together information and a range of functionality to provide a comprehensive digital offer for carers across an industrial control system (ICS) footprint.

Project outputs

Estimated project outputs (subject to change):

  • user-research report detailing experiences of carers across SEL, including user-journeys, pain points etc
  • map of existing services, touch points and failure demand
  • market research on online/ virtual carers solutions with recommendations for bringing together information/ functionality into a comprehensive online carers hub that works across an ICS footprint
  • business case outlining potential costs/benefits of delivering the recommended solution/s with potential funding models for ongoing maintenance/sustainability

Project timeline

March 2023

The project is awarded £99,300 in funding through Round 6 of the Local Digital Fund to begin a discovery phase.

April 2023

The project team recently attended Local Digital’s R6 welcome event to network with other boroughs and develop their project roadmap and communication plan. They are now drafting their Terms of Reference and confirming roles and responsibilities within the team.

May 2023

The team attended a clinic with Local Digital, which they found very useful, and during which they shared some high-level project milestones.

A project meeting is planned for Wednesday 24 May to agree on roles and responsibilities, and the team is also reviewing procurement options for a discovery partner.