Customer Services and Digital Strategy 2026-2029
We've launched a new Customer Service and Digital Strategy designed to put residents and businesses first while delivering better value for money.
It sets out the council’s approach to improving customer services, digital capability, data and technology over the next three years.
The strategy brings together customer services and digital transformation and makes everyday interactions with the council simpler and more effective.
The aim is to give residents more choice over how they access services - whether online, by phone or face-to-face.
By making routine tasks easier to complete digitally, residents will be able to get information and services more quickly, while staff can focus more time on supporting people who need additional help.
The new strategy also recognises that not everyone is online and that some residents will continue to prefer, or require, direct support. We want everyone to have a good exeperience that works for them - so this is about providing more options, improving accessibility and ensuring services are designed around residents’ needs.
To find out more, you can read the strategy document by clicking below:
Customer Services and Digital Strategy
A shorter summary version can be downloaded by clicking here:
Our latest customer service standards document can be accessed here: