Our strategies
Our People Strategy and Digital and Customer Experience Strategy together set out the key outcomes, activities and behaviours needed to support the delivery of our corporate priorities.
We are also currently developing a new Data Strategy defining how we will collect, store, manage, share, and use our data to design, deliver and transform public services to improve outcomes and drive efficiencies.
About the Digital and Customer Experience Strategy
Our vision is to provide a consistent service offering that will enable our customers to be more engaged through the use of modern technology and data, on a 24/7 basis where possible. We will build on the changes that have been made as a result of the pandemic and deliver transformational change to services and smarter working for the council itself.
What is digital
Digital is not just one thing. To truly transform our organisation, we need to evolve our thinking, the way we work, the systems we use and how effective and efficient we can become to meet the needs of our customers. 'Digital' is not a set of activities – as much as anything it is a mindset of being service-oriented and adaptive and having an absolute focus on improving people's lives. Digital encompasses:
- technology
- systems thinking
- data
- behaviour change
- enabler
Now is the time to enhance our delivery capability.
What we mean by customer experience
Customer experience is the impression people have of the council when they contact us or use a council service. This includes their perception of our brand and their experience of interaction with our digital / non-digital channels, along with their whole journey through the customer lifecycle. Our customers vary including residents, businesses, students, partners, members, and employees.