We have listed the outcomes we want to deliver under each of the 5 workstreams. These outcomes should deliver the following benefits, which we will measure to track progress towards delivery of our digital vision.
Higher percentage of total demand met through digital self-service, both overall and for each Council service.
Increased capacity in the customer services team by reducing the number of customer enquiries that have to be answered by staff
Reduced failure demand across the Council, meaning customers have to contact the Council less to report things that go wrong or to chase for progress updates
Reduced officer time spent on back office processing, through better systems integration and automation
Reduced paper usage, helping to meet the Council’s climate commitments
Improved customer services for those looking for the most common services, indicated by customer satisfaction
Reduced Council carbon footprint from better use of technology and greener cloud-hosting
Improved public opinion on how easy it is to access our services
Happy, productive staff who have the right technology, measured by those who say they have the tools they need to do their job