Implementation Playbook Part 2: Partnership in Practice - How Local Authorities and Suppliers Can Deliver Real Results
When it comes to digital transformation in adult social care, local authorities know that technology alone isn’t enough. Success depends on the strength of the partnership behind it.
Some suppliers focus on delivering the product or service. The best ones stay involved helping shape outcomes, solve challenges and support your teams every step of the way.
That difference between a vendor and a true partner can define whether a new approach lands or fails.
Why Partnership Matters
Social care teams are under immense pressure. There’s rarely time to pause, let alone take on something new. That’s why implementation must be collaborative. The right partner understands the reality of local authority delivery and adapts accordingly.
Medway’s success with Lilli was built on close collaboration with Kyndi, the care technology company owned by the council. Their leadership, frontline teams and Lilli’s delivery specialists worked together to keep the rollout focused, practical and responsive.
Jackie Brown, Medway’s Assistant Director of Adult Social Care, said it clearly:
“With any new technology programme in adult social care, there are going to be small teething problems right at the beginning. But by working closely in partnership through training and implementation phases, you can overcome challenges and barriers together.”
That’s what creates the conditions for real change, not just installing a product, but embedding a new way of working.
What a Strong Supplier Partnership Looks Like
Every local authority has its own pressures, structure and pace. A one-size-fits-all approach doesn’t work. Instead, look for a supplier who will meet you where you are, then walk with you through the process.
The most effective partnerships are built on:
- Shared goals - both sides know what outcomes you're trying to achieve cost avoidance, reduced discharge delays, better care data and why they matter.
- Clear roles - everyone understands who’s leading what, from training to integration to ongoing monitoring.
- Routine check-ins - weekly, fortnightly or monthly reviews keep the programme moving forward and create space to adapt.
- Flexibility - things change, caseloads rise, staffing shifts, funding pressures emerge. A good partner helps you adjust, without starting over.
It’s not just about delivering a service it’s about shaping something that works in your context. That’s especially important when operational teams need solutions that are simple to adopt, and senior leaders need confidence that implementation won’t create extra strain. A strong partnership keeps things practical, aligned and manageable for everyone involved.
The Cultural Effect of a Good Partnership
Trust between organisations doesn’t just keep a project moving it helps build the internal culture you need to make change sustainable.
Kyndi and Medway’s approach, for example, included regular best practice panels with Lilli and their internal teams to maintain alignment and momentum. This created a sense of shared ownership across care, commissioning and digital leads.
When teams feel supported and involved, adoption improves. Problems are surfaced earlier. Confidence grows. That’s how new models of care embed and scale.
Don’t Just Buy a Product. Build a Relationship.
As digital tools become central to how care is delivered, the relationships behind them become just as important. A tech solution should never be seen as a fixed transaction, it’s an evolving programme of work.
Ask the question early: is this supplier in it with us, or are they just delivering a tool?
The answer could define not just the success of the rollout, but the long-term confidence of your teams and the outcomes for people drawing on care.
Consider a Managed Service
For many councils, bridging the gap between digital tools and lasting care outcomes requires more than just good technology - it takes the right partner. That’s why some are now choosing a managed service model.
In Medway, Lilli worked alongside Kyndi, the council’s care technology partner, to support frontline teams, drive referrals and keep the rollout responsive. This partnership-based approach helped maintain momentum, reduce friction and embed long-term change.
If you're under pressure to deliver results without adding burden to stretched teams, a managed service can offer the practical support to make it work.