Digital customer: Improve how people can access our services
Through our delivery theme of 'digital customer' we are committed to enabling Durham's customers to access the information and services they need online.
The top priority areas for our customers are:
- making our website easier to use and find information
- expanding our 'DoItOnline' portal for council records
- more applications to connect with and inform customers
What you've told us, what we are going to do and what this means for you
| What you've told us | What we are going to do | What this means for you |
|---|---|---|
| Ensure our website, online services and local information directories are easy to use, with up to date, relevant information that is accessible by all. | Update our web and online offer so it is up to date and accessible. | You can access our services on a mobile or desktop and find the services or information you need quickly. |
| Expand our online services to ensure that they are quick, simple and secure; ensuring they become our customers' channel of choice. | Make it easier for citizens and customers to self serve online for themselves and on behalf of friends and family with more available online. | You will be able to do more online. |
| Expand the use of existing technology and introduce new technology that uses artificial intelligence and automation capability to improve customer experience and reduce demand, e.g. voice enabled services to help direct calls more efficiently, or an improved search function to help customers find the content they're looking for quickly and easily. | Use artificial intelligence to understand customer needs and shape our services. | Your customer experience and journeys will be improved. |
| Expand assistive digital arrangements to our customers for those that need a little more help using digital technology, e.g. supporting the use of wearable technology. | Ensure all our online services are fully accessible and co co-designed where possible with our customers. | You will be able to use our online facilities without the need to adapt them. |
| Develop our use of social media and other channels and proactive notifications to cascade real-time alerts and notifications to customers. | Redesign our processes to improve communication with customers. | You will receive more digital proactive communications for services. |
Collaboration and inclusion
We will work digitally in partnership to seamlessly tackle complex issues by connecting with partners to share knowledge and resources. We will ensure people have access to technology, devices and the skills and the confidence to flourish.
We will:
- use authorised data gathered during transaction processes to improve reporting of and access to information and services
- utilise customer data to create business intelligence and use it to improve services by informing decision-making, service planning and policy development
- expand on digital ways to involve customers in service design
- secure and protect data and make sure it is used correctly
- make it easier for citizens to manage services on behalf of friends and family
- ensure all our online services are fully accessible
- redesign our processes to pre-empt resident and business requests
- ensure that citizens and businesses only have to share information with us once
- measure our performance and publish our results on how we're delivering against targets
This content is part of our Digital strategy 2023-2028.
Read the next page: Digital council: Make sure our staff have the right digital skills and technology
Read the previous page: Our digital vision and principles
- Email help@durham.gov.uk
- Telephone 03000 26 0000
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