We know that accessing our services can be complicated, and that frequently people need our support when they are at their most vulnerable.
For some people, their interactions with the council will not be through choice and in those cases, we want digital services to enable and support our residents and social workers to make the interaction as easy as possible.
What we have done
We have:
- upgraded our website and intranet to make it easier for people to find information and support
- begun to redesign our services to make them simpler and less bureaucratic, focusing on what people need, for example we collaborated with people accessing support for children with additional needs and disabilities to make it easier to find information, advice and guidance
What we are doing
We want to make excellent customer service experiences. We are doing this by:
- making evidence-informed decisions
- designing digital services in collaboration with our users
- immersing ourselves into our users’ contexts, behaviours and needs through a blend of qualitative and quantitative research methods, enabling us to build robust services based on rich insights
- carrying out AI proof of concept to explore the potential of AI to support a better customer experience, for example as triage and the front door to children’s services
How we will know we are successful
We will know that we have been successful when we have:
- established a culture of continuous improvement, embedding the voice of the user and opportunities for feedback to further improve everything that we do
- migrated services to our enterprise platform, designed them to be accessible, and we have a plan to standardise and better connect our services
- adopted standards which will enable us to connect services together based on needs, and to continuously improve them as part of our ongoing maintenance
- completed our AI proof of concepts and consolidated and prioritised our learning