Our statistics show that almost 79% of our customers who have accessed an online service via our contact centre, over a 10 month period, don’t have an email address and are therefore excluded from accessing a variety of digital services.
We want to understand why our customers don’t have email addresses and are choosing manual, time consuming methods of contact. We have embarked on a programme of digital transformation to make services more accessible to customers and allow the council itself to become more efficient. We want customers to have the benefit of being able to access our digital services anytime anywhere and apply for services, report issues and access their information when it’s convenient for them.
We want to understand why, in our preliminary research, 40% of our customers told us they lack skills or confidence when accessing digital services and equip them with the tools to not only access council services, but also employment opportunities, health services and communication networks.
Research from Good Things Foundation estimates that today in the UK, there are over eleven million people who lack basic digital skills and by 2028, 10% of the population will be digitally excluded.
- Digital and agile awareness
- Introduction to user research
- Introduction to service design
- Agile for teams