Customers & Digital Transformation

 Ainsley Williams – Director of Place & Infrastructure

To continue to make better use of technology to deliver smarter, efficient service processes and to deliver a better experience for customers.

• To support the delivery of priorities within the Council’s Digital Transformation Strategy for the organisation.
• To lead a significant programme of change and transformation which will seek to rationalise and/ or automate transactional processes which can lead to improvements in cost and quality of services.
• To consider investment proposals relating to digital technology solutions and make recommendations to CMT for the allocation of revenue/capital expenditure.
• To help the authority move towards the objective of being a paperless organisation
• Reduce the number of enquiries/requests received by Contact Centre by encouraging customers to access services online and seek to reduce the overall number of enquiries which could be classed as failure demand.
• Increase the number of requests dealt with at a first point of contact within the Contact Centre through providing enhanced access to information and systems
• Seek to increase take-up of self-service facilities through further development of the Council’s website and ensure that this provides for ‘end to end’ automation of processes.
• Improve the customer experience by seeking to rationalise and centralise web portal access points to transactional services.
• Promote the use of user engagement activities as part of the review and development of IT systems
• Increase the levels of digital accessibility and skills amongst service users
• Identify other services currently provided by the Contact Centre where a Hwb type model could be adopted.
• Identify invest to save opportunities to support the implementation of digital related solutions