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Digital Strategy

How we will get there

Our priorities for 2022

By June 2022 we will:

  • Review and improve the customer journeys for Local Environmental Services requests, improving the experience for residents and service delivery teams.
  • Review and improve the customer journeys for Highways, Traffic Lights, Drains and Complaints and Feedback.
  • Launch a personalised My Account service for residents.
  • Reduce the number of times residents need to report things to the Council by promoting a 'Life Events' approach for changing address and reporting a death
  • Fully compliant with the Web Content and Accessibility Guidelines 2.1 (WCAG 2.1)

Between July and December 2022 we will:

  • Develop and launch an App to make accessing Council Services easier for residents
  • Redesign and improve customer journeys for Public Protection and Regulatory Services
  • Review and improve the customer journeys for Refuse and Recycling requests, improving the experience for residents and service delivery teams
  • Enhance the My Account experience for residents, giving easy access to bin collection information and services local to the resident

Digital services usage and volumes

Digital metricVolume / percentage
Number of My Account registrations 8048
Percentage of digital requests for service received (April 2022)57%
Number of staff using digital platform470
Number of service requests received digitally that would have been printed off11300
Amount saved by not printing off paper job tickets£2400
Percentage of payments made online or self service71%

 

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