The new plan, designed to put residents and businesses first, will guide the council's approach to improving customer services, digital capability, data, and technology over the next three years. It consolidates customer services and digital transformation into a single, customer-focused initiative.
The strategy aims to offer residents more choice in how they access services, whether online, by phone, or face-to-face. By simplifying routine tasks through digital channels, residents can obtain information and services more rapidly, freeing up staff to assist those requiring additional support.
This initiative builds upon recent improvements, including the introduction of an AI-powered Switchboard Assistant last month. This assistant allows customers to state their needs in their own words, directing them to the appropriate service and providing information or useful links via text message.
Automated Callbacks have also been implemented across customer contact channels to manage high demand periods more effectively. Customers can opt to receive a callback instead of waiting on hold, allowing them to continue their day without losing their place in the queue.
Recognising that not all residents are online, the strategy emphasises that digital transformation is not about exclusion but about providing more options and improving accessibility. Services are being designed around residents' needs, with feedback playing a crucial role in shaping improvements.
The council will leverage data on service interactions to identify ways to make experiences faster and clearer. The strategy also seeks to enhance performance, reduce duplication, and deliver services more efficiently through better use of technology, data, and modern systems, ultimately providing better outcomes for residents and value for taxpayers.
Councillor Sarah Hill, cabinet member for finance, anti-poverty, governance and corporate services, stated, "We are committed to putting residents first. By bringing together our customer service and digital ambitions into a single strategy, we are ensuring that future investment in technology is driven by the needs of our communities. This strategy will help make services simpler, faster and more accessible, whilst supporting those residents who need additional assistance. It builds on the significant progress already made through investments such as Microsoft 365, Amazon Web Services and Stoke Smart City, creating a strong foundation for future innovation, improved service delivery and better value for money."
The strategy will guide the council's customer service and digital transformation programme through to 2029, aiming to create a more modern, accessible, and efficient council for the people of Stoke-on-Trent.
