Customer and digital strategy 2024-29

The strategy is also available to download as a text file or as a designed pdf.

If you would like this information in another language or format such as large print, CD or Braille, please call 0344 980 3333.

Foreword

Norwich City Council’s vision, as set out in the corporate plan 2024-29 is to become a fair and thriving city, full of ambition.

Delivering on key priorities, being an open and modern council and doing the basics well in an efficient, timely and well-informed way is key towards achieving this. This strategy outlines how we will support this vision through the development of our customer and digital services.

Our customers are increasingly wanting to access our services digitally and at a time that suits them. By making our services straightforward, intuitive, and available 24/7 – in the way that we now expect from other organisations – will mean more customers use digital services by default.

By increasing the take up of online services, we will make our services more cost effective, enabling the council to focus resources on those who need them most. But we recognise that it is not one size fits all and that customers have varying needs, so we will continue to provide traditional contact options for those that have challenges with accessing digital services.

This new strategy will build on the work delivered from the Customer Experience and Digital Strategy 2021-24 that focussed on developing modern, agile workforce tools and the building blocks for better data management.

Talking and engaging with those that use our services while we developed this new strategy has provided us with the insight needed to refocus where we will make improvements. Going forward we will continue with our customer engagement, gathering feedback as we put this strategy into action, to make sure that our digital services are accessible and easy to use. We will also work with other organisations to benchmark our success, share best practice, and develop modern innovative services.

Councillor Matthew Packer
Portfolio holder – customers and digital