This strategy sets out our vision for a digitally confident, inclusive and future-ready adult social care service.
Foreword "Our vision is to create a digitally confident, inclusive and future-ready social care service where technology is a trusted enabler – empowering our workforce, supporting our residents and strengthening our partnerships. By improving the quality, safety and efficiency of care delivery, digital tools help individuals live more independently for longer and support a shift from reactive to proactive, person-centred care."
Suzanne Westhead, Director of Adult Services
Executive summary The Bath & North East Somerset Social Care Digital and Technology Strategy 2026 sets out a vision for a digitally confident, inclusive and future-ready adult social care service. The strategy recognises the diverse needs of residents and staff, particularly the challenges faced by rural communities and those at risk of digital exclusion. It aims to empower the workforce, support residents and strengthen partnerships through technology that is accessible, secure and designed around people – not just processes.
Key priorities include:
Equipping staff with practical training and ongoing support to build digital confidence. Ensuring Technology Enabled Care (TEC) is inclusive, affordable and always offers a human alternative for those who need it. Streamlining systems for better integration, data sharing and efficiency. Upholding high standards of data security, privacy and ethical use of digital tools. Embedding co-production and continuous engagement with staff, residents and partners to shape meaningful and sustainable digital transformation. The strategy is underpinned by a commitment to maintaining the human element at the heart of care, ensuring that digital solutions enhance – rather than replace – relationships and wellbeing. Delivery will be guided by robust governance, test-and-learn approaches, and ongoing evaluation to ensure that digital transformation meets real-world needs and reduces inequalities across Bath & North East Somerset.
This strategy has been written through consultation with residents, through a survey and in-person engagement sessions. Staff across social care were engaged through a survey, workshops sessions and one-to-one conversations.
Our vision Technology-enabled social care that is inclusive, confident, and future ready.
A resident-focused TEC offer: Our TEC offer will provide residents with practical, easy-to-use technology that supports safety, independence and wellbeing at home. This includes devices such as sensors and reminders, and digital tools such as smart speakers, wearables and other ‘home tech’ that help residents stay connected with family and friends. We will ensure that TEC solutions are accessible to all, with tailored support for those who need help building digital confidence and always maintain a clear option for face-to-face, human support.
Human-centred, technology-supported: Digital tools work quietly in the background, freeing up staff to focus on meaningful, person-centred work. Technology must never replace the human touch at the heart of social care, but should enhance our ability to listen, respond and deliver with empathy and professionalism. We will not over-rely on automation or AI, ensuring robust human oversight and professional judgement.
Empowered and confident workforce: All staff – regardless of role, age, or digital starting point – feel supported and confident to use the right digital tools for their job. We provide targeted, practical training, peer support, and accessible resources, recognising that digital confidence is built through hands-on experience, ongoing learning and a culture of peer support.
Safe, ethical and sustainable: We maintain the highest standards of data security, privacy and governance. AI and automation are used responsibly, with clear processes for consent and ethical oversight. We remain mindful of the environmental impact and cost-effectiveness of digital solutions.
Collaborative and responsive: Digital transformation is shaped by ongoing engagement with staff, residents and partners. We listen, adapt and co-produce solutions that reflect real-world needs and feedback, ensuring that digital change is meaningful and sustainable.
Inclusive and accessible: Our digital approach is inclusive, addressing the needs of both staff and residents who may face barriers to digital engagement – whether due to skills, confidence, accessibility or connectivity. We work with community partners, reducing digital exclusion and ensuring assistive technology is available, designing solutions that are accessible to all. Targeted outreach, accessible training and maintaining non-digital options are central to our approach. Affordability is a concern, and we will work to minimise financial barriers to digital access.
Integrated and efficient: We streamline our systems and processes, reducing duplication and manual work. Data flows seamlessly and securely, supporting better decision-making, predictive and preventative care, with more time for direct work with individuals. We will prioritise interoperability and integration across platforms.
Our priorities and impact Empowering a digitally confident workforce: Equip all staff with the skills, support, and confidence to use digital tools effectively. This include leveraging apprenticeships, and developing a group of ASC digital champions.
Staff are confident using digital tools as part of everyday practice, regardless of role or digital starting point. Reduced time spent on administration and duplicated tasks, creating more capacity for direct, person centred work. Inclusive, accessible and person-centred, technology enabled care: Ensure technology solutions are available to everyone, reducing exclusion and always offering human support.
Residents experience greater choice, control and independence. Reduced digital exclusion through targeted support, accessible design and digital alternatives. Technology enabled care is used earlier and more appropriately to support prevention, safety and wellbeing. Strong foundations: Develop a clear, core TEC offer through a test and learn approach, with a longer term plan to make TEC available and accessible to residents at scale. This includes supporting people to use their own devices where appropriate to facilitate technology enabled health and wellbeing.
A clear, consistent TEC pathway that is understood by staff, residents and partners. Increased confidence among practitioners to recommend and use TEC. Effective use of affordable, everyday technology alongside traditional telecare. Evidence-led decisions about scaling, stopping or adapting TEC approaches based on what works in practice. Integration, interoperability and efficiency: Streamline systems and processes so data flows securely and seamlessly, reducing duplication and manual work.
Improved data quality and accessibility to support decision making, commissioning and service improvement. More joined up working across social care, health and wider council services. Staff experience digital systems as enablers rather than barriers to good practice. Safe, ethical, and sustainable use of digital and AI: Uphold high standards of data security, privacy, and responsible use of technology, considering environmental impact.
Staff and residents have confidence that digital tools are safe, ethical and used appropriately. Clear boundaries around AI use, ensuring human oversight and professional judgement remain central. Reduced risk of inappropriate use of digital tools. Sustainable digital choices that consider environmental impact. Co-production and continuous engagement: Involve staff, residents, and partners in designing and improving digital and TEC solutions through ongoing engagement and co-production.
Digital solutions reflect real needs and lived experience. Improved take up and sustainability of digital initiatives due to early and ongoing involvement. Residents and staff feel listened to and see their feedback shape services and tools. Stronger partnerships across services, providers and community organisations. What this looks like in practice Staff have access to intuitive, reliable tools (for example, Magic Notes, Copilot, Microsoft 365) that save time, reduce administration tasks and support high-quality care records and communication. Training is practical, bite-sized and available in multiple formats (face-to-face, peer-led, digital champions and on-demand resources). Data is accurate, accessible and used proactively to identify risks, support prevention and inform service improvement. Residents and providers benefit from technology enabled care and clear, accessible digital pathways, but always have the option of human support. Digital solutions are chosen and designed with frontline input, ensuring they fit real workflows and do not create unnecessary barriers or rigidity. We remain vigilant about digital risks – over-reliance on AI, digital exclusion, data privacy and the need for ongoing human oversight and professional judgement. Residents benefit most when technology is simple, practical and directly supports daily living – such as sensors, personal alarms and easy ways to stay connected with family and friends. We will work with residents to develop this offer and consider where home technologies can meet social care needs. Survey feedback shows that digital solutions must be accessible and accompanied by ongoing support, with clear alternatives for those who prefer face-to-face contact.
Local context As a council, we serve nearly 200,000 residents across both urban and rural communities. While the local area is recognised for its innovation and strong technology sector, digital exclusion remains a significant challenge.
Rural areas often experience poor broadband connectivity, and lower-income households and older adults are more likely to lack access to devices or reliable internet. Some minority ethnic groups have also reported challenges with accessing services.
Most of the residents surveyed as part of this strategy have access to smartphones or smart speakers, but barriers such as affordability, confidence and digital skills persist. For example, a Good Things Foundation study (2025) highlighted that 16% of local food bank users have no internet access . Many older residents also report difficulty using technology or concerns about privacy and security.
These challenges are compounded in rural parts of B&NES, where connectivity issues and digital exclusion are more pronounced. To address these gaps, local initiatives focus on improving broadband infrastructure, providing digital skills training, and offering tailored support for those most at risk of exclusion.
All other local authorities in the South West region deliver or commission technology enabled care (TEC) services, operating to different models and payment mechanisms. In B&NES there is no formalised delivery model, with residents receiving and accessing TEC through social care, housing and third sector signposting to several telecare providers. This gives us the opportunity learn and build on already existing routes to TEC, to make TEC available to more people.
What we learned from staff We invited discussion with staff across adult social care through workshops and structured conversations.
Balance between digital and human: Staff want digital tools to enable, not replace, meaningful relationships with residents, colleagues and providers, keeping the human element central to care.
Better integration and less duplication: Staff want systems (such as Liquid Logic (LAS) Power BI, NHS trackers) to 'talk to each other', reducing manual data entry and the need to maintain multiple spreadsheets.
Practical, accessible training: There is a strong preference for short, hands-on, scenario-based training delivered in person or within teams, rather than generic e-learning or lengthy webinars.
Ongoing, tailored support: Staff value peer support and 'cheat sheets' but need more consistent, role-specific guidance and easy-to-find help for new or changing tools.
Inclusive and flexible solutions: Digital tools must be accessible to all staff and residents, with support for those with additional needs (for example, BSL users, people without internet access), to avoid digital exclusion.
Confidence in security and reliability: Staff need reassurance that new tools are secure, compliant with data protection and robust enough for frontline use, with clear guidance on safe practice.
Case study one: Technology enabled care for Katie Background Katie is a 32-year-old woman with a learning disability and cerebral palsy. She uses an electric wheelchair and can weight bear with a walker. Katie’s goals focus on greater choice, control and confidence in her daily life. She wants to feel secure in her home, maintain her independence and choose when she spends time with her family and community.
Without technology enabled care Without appropriate support, Katie requires one-to-one assistance to feel safe. This reduces opportunities for her to build skills, limits her independence, and affects her emotional wellbeing. Her family experiences increasing pressure to provide ongoing support.
Costs: £1,489 per week for supported living and one-to-one care, with costs likely to rise if her needs escalate.
With technology enabled care With the right combination of technology enabled care solutions, Katie is able to build her confidence and increase her sense of control. Working with her occupational therapist, she identifies adaptations and tools that support safety, independence, and her personal goals. The support includes:
automatic door openers a fold-down kitchen counter an automatic fridge opener a perching stool with additional support a mobile app designed to help her develop independence and manage anxiety. These changes enable Katie to make more choices about her daily life. She experiences greater autonomy and is able to participate in her community on her own terms.
“I see my family when I want to, and I feel more confident in my own home.”
Costs: £2,500 initial set up, plus £1,800 per year for the app.Ongoing care: £390 per week (including day centre support).
Impact Katie maintains and grows her independence. She has greater choice and control over her daily routines and relationships. Her confidence and mental wellbeing improve. Her family feels reassured and can enjoy more balanced involvement. Overall care costs reduce significantly compared to intensive 1:1 support. What we learned from residents We shared surveys and held structured conversations with residents. 44% of respondents have been given technology by health/social care professional or charity. The top three benefits for residents were:
I feel safer to live at home independently I feel more confident to do everyday tasks It supports me to provide care to a family member/friend 88% of respondents have ‘household’ technology such as smart phones, video doorbells, wearables and smart speakers.
People said that the main benefits of ‘household technology were:
Aids my memory Helps me to do grocery shopping Makes me feel safer living at home Helps me to keep in touch with friends and family Respondents said their top priorities for TEC in the future are:
Easier access to information and advice Reminders for appointments or medication Help with staying connected to others Support to live independently at home
Hard to understand or use the technology Worry about data privacy or security Concern it might replace face-to-face support Lack of access to internet or equipment Key reflections from resident conversations Practical technology for safety, independence and reassurance: Residents value simple digital tools that help them feel safe and confident living independently. These devices support daily activities and reassure both users and families.
However, older and ethnically diverse groups face barriers such as language, age-related challenges, and fear of scams. Local community providers respond by maintaining offline options, offering tailored education and involving experts to guide residents through digital changes.
Personal devices for connection, wellbeing and support: Smartphones, tablets and apps help residents stay in touch, access local news and support physical and mental health. They’re used for reminders, entertainment and social connections, sometimes with family assistance to build confidence.
Residents report that learning new skills later in life can be difficult, so ongoing, accessible support is vital.
Accessible advice, faster communication and human contact: Residents want technology to simplify access to advice, improve safety and provide timely reminders. Digital solutions should complement—not replace—face-to-face support, as relationships remain central to wellbeing and social care. Barriers: confidence, connectivity, privacy, and affordability: Challenges include low confidence, poor internet access (especially rurally), privacy concerns, and affordability for those on fixed incomes. Some people find technology hard to use.
Case study two: Technology enabled care for Edith Background Edith, 89, has dementia and wishes to remain at home. She has no formal care and is often found walking with purpose in her neighbourhood. Emergency services frequently take her to hospital, and safeguarding referrals have been made. Her family is under significant strain, leading to carer breakdown. A social worker assessed Edith as needing 24/7 care.
Without technology enabled care A live-in carer is not feasible due to Edith’s home layout, so she moves into a care home. Her condition deteriorates, including episodes of delirium. Her wish to stay at home is not met, and family experiences emotional distress despite reduced caring responsibilities.
Costs: £1,089.12 per week for care home placement. Additional £25 to £30 per hour for one-to-one support.
With technology enabled care A social worker works with Edith and her family to design a care plan:
Carers visit three times a day Door alarms with voice prompts to reassure Edith and encourage her to return indoors Sensors linked to remote alerts for family monitoring Edith remains at home, feels safe and stops walking with purpose. Her family can take breaks and feel reassured when not present.
Costs: £500 initial TEC set-up plus £200 per year subscription. Ongoing care: £332.71 per week.
Impact Edith’s wish to stay at home is achieved. Reduced risk and hospital admissions. Lower costs compared to residential care. Improved family wellbeing.
Where we are now Residents: While many residents have access to household technology (such as smartphones and smart speakers), confidence and ease of use remain significant barriers. Many residents value technology enabled care for supporting independence and safety at home, but concerns about affordability, privacy and the risk of digital exclusion – especially in rural areas – persist.
Staff digital maturity: Staff confidence in using digital tools varies from very confident to not confident at all, depending on role and tool. Most use Microsoft applications, but specialist systems (for example, Liquid Logic, CM2000, Care Control) are less familiar to people.
Gaps: Lack of compatibility between systems, data sharing and consistent training are recurring issues. Staff desire more Magic Notes templates, better access to digital devices and streamlined systems. We will address confidence and connectivity through community inclusion programmes, scale TEC and retain assisted-digital/human routes.
Existing initiatives: Technology ‘test and learn’ pilots, online portals for assessments and collaboration with residents and professionals and AI tools (for example, Co-pilot and Magic Notes) are in place.
Delivery approach and activity plan Structure: A programme delivery group will be set up and attended by project/activity leads from across directorate and representatives from corporate IT and digital teams. We use a finalised directorate activity plan to manage work over the strategy period (26-28).
Governance: The programme delivery group will be chaired by the Digital Lead for the directorate, with project leads overseeing individual project or activity delivery. The group will report to the Senior Management Team (SMT) and IT Steering Group.
Purpose:
Manage a directorate level TEC/Digital programme of work
Be an innovation space where digital solutions and new approaches are discussed and recommended to senior leaders
Evidencing learning and impact: Each activity will have benefits realisation and tracking approaches embedded during planning stages, to ensure we can yield and articulate benefits, or stop activity which is not worthwhile.
Engagement: Ongoing engagement and co-production with residents, staff and providers. Staff survey feedback will inform priorities and training plans. Residents engagement and co-production will be embedded in all activities, with targeted support for those most at risk of digital exclusion. We will evaluate affordability and accessibility as part of all digital initiatives.
Everyday technology – use cases Our lives are increasingly filled with technology which can help us complete basic tasks. The following vignettes outline where people across the country are finding that digital tools support them to live healthy, happy lives.
*Case studies from ADASS AI Playbook
Kieran (25) is autistic and lives with anxiety and depression. Tools such as Copilot, ChatGPT, meditation apps and Spotify support Kieran to organise tasks, rewrite messages or emails, and talk through how he is feeling without judgement. He describes AI as a calm, reliable presence that helps him feel more grounded and in control during difficult moments.
By integrating these digital tools into his routine, Kieran has been able to maintain independence at work and in his personal life, using technology as support rather than a replacement for human care. He is clear that AI is not a substitute for professional mental health support, but when used thoughtfully, it can play an important role in everyday wellbeing.
Daniel (31) is severely sight impaired (SSI) and lives independently. He uses voice enabled AI tools, including Alexa and ChatGPT, to support everyday tasks, organisation and access to information. Alexa helps Daniel manage routines such as checking the time and weather, setting reminders for appointments, spelling words and completing quick searches, making daily life more manageable and predictable.
Living independently with cerebral palsy, Chloe relies on voice assistants such as Alexa, Google Speech and Bixby to control her home environment, access information and communicate hands free. She also uses speech to text and voice messaging to stay connected with friends and family. As Chloe explains, “People say these things are gadgets. For me, they’re lifelines.” By choosing affordable, widely available technology, Chloe has reduced her reliance on specialist equipment and one to one support, gaining more control over everyday activities. While the tools are not perfect, they enable Chloe to live life on her own terms. “I don’t want to rely on a PA for every little thing. I can do it myself – and AI helps me do that”.
