Digital customer and inclusion

Pages in Digital customer and inclusion

  1. Digital customer and inclusion
  2. Case study - New app making Coventry more accessible and inclusive
  1. How we will achieve our vision
Digital Coventry - man

Our vision

Enabling customers to get the information they need and to access our services through online self-service.

This means making sure Council services can be accessed via the internet and are user-friendly. This could be for information or advice, to make a payment or to request, apply or report something. It also means making internet access available for people who may not have this at home and building digital skills through partners.

Our journey so far

We introduced our new online self-service platform “MyAccount” in May 2015. Since then nearly 43,000 people have signed up for an account and 44,600 forms have been submitted online by our customers. We now have over 70% of residents paying Council Tax via Direct Debit. We are working hard to increase and improve the online services we offer based on customer feedback.

“Excellent innovation” and “Very effective and efficient.”

Some customer feedback on MyAccount

In November 2015 we opened a new Customer Services Centre in the heart of the city centre. The centre is a modern and fresh environment which is well equipped with our latest technologies. Customers are be supported by our meet and greet team who can help you to access our online services using one of our self-service machines or make a payment using our payment kiosks. Customers can also book to see one of our advisers using our new appointment booking system.

Since opening, the centre has scored 4.45 out of 5 in overall customer satisfaction.

We are currently redesigning our homelessness process. Our focus is on customer-centric, digitally enhanced service design covering the end-to-end process for individuals presenting to the organisation as potentially homeless. We are expecting to deliver a much more efficient and automated process. During initial testing we have identified the potential to reduce the initial decision-making time from 90 days to 30 minutes. Our solution then provides a clear decision for those who wouldn’t be eligible for our help, supported by signposting to organisations that may be able to provide information and advice for their situation.

“Very clear guidance and upfront info.” “Just great stuff - wish it had been available when I worked in housing.”

Customer Ambassador feedback

We have been selected to be part of the "Design in Public Sector Programme" funded by the Local Government Association learning to use Design Council methodology to address perceived issues of demand management. Through this programme we are focussing on access to, and demand for, our Adult Social Care services. We are including prevention, signposting and predictive analysis in the health and social care as part of our design thinking. 

“The programme helps us to learn new tools and techniques to understand the problem better to create more effective and longer term solutions.”

Transformation Programme Manager feedback

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