Exeter City Council has launched a public consultation on its proposed new digital customer service strategy.
It has taken the unusual step for a digital strategy of setting up an online survey, supported by a summary of the strategy to complement the full document.
The council said it is also working with the Wellbeing Exeter charity and other community partners to ensure that as many people as possible are able to complete the survey.
Its announcement emphasised a plan to build digital inclusion, including the creation of a map of digital exclusion to help reach residents and communities not in touch with the council through social media or its website.
Cllr Laura Wright, Exeter’s deputy leaders, said: "Learning from this activity will help us with any future plans so that everyone is included in being able to access our services and to communicate with us promptly and efficiently.”
Priorities
The strategy includes 10 key goals, among them that people prefer to use digital services. Priority actions include identifying how the council can use virtual assistance and publishing a customer charter setting out standards for all digital services.
Another involves the roll out of Microsoft 365 across the council to underpin its digital transformation.
The other eight goals are for: a culture of excellent customer and digital service; digital equality; prioritised, joined up channels; a single digital ‘front door’; redesigning website information for accessibility; efficient processes; a fit-for-purpose ICT infrastructure and systems; and well maintained and secure data, underpinned by regular testing.
Council chief executive Bindu Arjoon said: “This strategy shows the council’s commitment to modernise our services and put our customers at the heart of what we do. It is informed by the way digital technology has changed the way that people live, connect and work.”
