Elmbridge Borough Council

Like many councils we have recently launched an online account, which allows customer to save their details when completing online applications and sign up for services or marketing. Although initial figure for accounts being setup are promising we aren’t seeing many people return to the account to make use of it after signing up. We are always looking to improve resident engagement with the council, and it was hoped that improving our digital offering would increase engagement from younger residents who are less likely to get involved with traditional council meetings.

We would like to do more research into what users want out of an online account solution as a way to actively engage with the council, rather than just a facility to complete transactions.

This would include looking into why some groups feel less able to get involved with local democracy, and how we could use a digital solution to solve this.