New website
We're currently redeveloping our website so you may see a mix of old and new style pages while we complete this work. We'd love to hear your feedback on the new style.
Customer and digital strategy 2024-29 - Objective 2
Develop our approach to best serve our customers expecting a digital service by default.
We will improve the experience of our digital online services so that customers will use them by choice and ensure they are accessible.
We will develop modern, inclusive technology to provide our workforce with the skills and tools to empower them to work efficiently, collaboratively and creatively.
To achieve this, we will:
- Put user experience and customer focus at the heart of our services and design them to be fully digital.
- Implement a new council website that makes it easier for customers to find information and access services.
- Review and redesign all digital webforms/ service requests so that the design is consistent, accessible and easy for customers to request services.
- Simplify access to customer accounts to make the process of creating an account and accessing information more streamlined.
- Deploy automation where required and appropriate, for example exploring use of AI and chat-bot/virtual assistant internally and on the website.
- Monitor customer feedback and engagement on our website and use this information to make improvements as a result.
- Provide easy to request paperless bills and communications for our customers.
- Develop our workforce systems that includes the project to migrate shared folders to Microsoft 365.
- Develop the use of Microsoft apps and streamline internal processes to support collaborative, agile working for the workforce.
- Provide IT induction training for the workforce to give an overview of the service and how support can be accessed.
- Develop apps that can be used on mobile devices that support more efficient, agile working.
Measure of success
As part of the action plan development we also need to develop reporting and establish baseline data to create meaningful targets.
We expect to achieve our outcomes across the following areas:
- Satisfaction with website services.
- Number of unique visitors to our website.
- Percentage of service requests made online (channel shift).
- Registration and usage of customer accounts
- Regular review of website information to ensure it is up to date.
- Reduction in telephone volumes.
- Decrease in carbon footprint.
- Reduction in print, post and cost of communications, both in actual volumes and as a proportion of outbound communications.
- Successful delivery of Microsoft 365 project.
- Implementation of new Microsoft tools and techniques to improve process.
- Take up, completion of and satisfaction with IT induction training for staff.
- Workforce satisfaction with IT services.
