Customers & Digital Transformation

Page updated: 15/05/2023

 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
  • We are progressing in our commitment to automate paper-based processes and reduce the necessity for manual tasks.
  • We have started the role out of an e-signature process which will reduce the need for printing and wet signatures across the organisation.
  • We are also implementing a new hybrid mail solution which will support the production of hard copy mail off site with users no longer needing to access an office, printer or franking machine in order to send paper correspondence and information out.

The purpose of transformation is to improve, to become a modern, innovative, and dynamic organisation we all want to work for.  If you have any ideas for ways to make something within the council even better, let us know, all ideas are welcome, transformation is for everyone. If you feel your department could benefit from being involved in one of our current projects, please get in touch and start your transformation journey with us.