Stoke-on-Trent City Council

Outcome of Expression of Interest: Not shortlisted

We are currently encouraging people to connect with us via digital methods and have improved the web site and accessibility generally to provide a simple and quick process. However we are still seeing a general increase in the more traditional methods of contact, in particular, telephone and face to face. A primary example for us is the lack of take up of automated payment methods with customers still preferring to pay via traditional methods.
This is bringing additional pressures to our contact centre and face to face locations and recognizing we have to maintain these offers in terms of customer contact but we would like to investigate new ways of working such as improved digital contact such as AI and any other new approaches to digital contact.
Our bid for funding will be on the basis that we want to understand why this is happening and what we can change to encourage more online contact and improve our overall customer experience whilst introducing more efficient process.


  • Digital leadership training (for council leaders, service managers or senior executives)
  • Digital and agile awareness
  • Introduction to service design
  • Introduction to digital business analysis