Digital Customer

• We will work with services to help improve outcomes for customers.

• We will introduce a more consistent and high-quality approach across channels and services.

• We will ensure the customer is in the right channel for them.

• We will create standardised business intelligence which we will use to inform the services we deliver.

• We will deliver services for the future in an efficient and affordable way.

• We will consider the end-to-end service delivery, not just what happens at the first point of contact.

• We will use automation (such as chatbots) and self-service (such as online forms) to deal with the majority of simple requests.

• We will improve our customer’s experience when dealing with us.

• We will understand the skills our staff need to help them to help our customers.

• Our services are valued by our customers.

Key outcomes include:

• We can tailor the services we provide by using the data we hold about our customers.

• We will increase the number of customer enquiries that are dealt with at the first point of contact.

• We will automate simple tasks and encourage self-service, by making it easier for customers to do this.

• We will achieve shared outcomes by working collaboratively with services and partners.

• We will save money.

• We will create a seamless customer experience across all channels and manage the expectations of our customers by providing timely updates and doing what we say we will do.

Digital technology has changed the way people interact both socially and when requesting goods and services. We will design our services to be accessed online and will promote and support self-service wherever possible.

We need to ensure that our digital services are easy to use, secure and available at times that are convenient for customers. However, we realise that not everyone will want to contact us in this way, and we will continue to provide services through other means and will work within our communities to provide support to those who are digitally excluded.

Digital technology can help us to reduce costs, and we will encourage people who can access our services online to do so, which means we can focus resources on those more complex services and those customers less comfortable with digital technology.

Our ‘Customer Strategy’ outlines how the council will deliver an exceptional customer experience across all contact channels:

• Responsive services
  Being able to understand our customers’ needs means that we can design the personalised and responsive services that they need. Doing this will help us to put customers at the heart of local problem-solving and decision-making.

• Services you can trust
  It is important that customers can trust us to design services which address their needs and the needs of the local area and that these are delivered in a way which provides value for their money. We will do what we say we will and be consistent in our dealings with customers.

• Meeting and exceeding expectations
  We will be open and honest with customers and tell them up front how long it will take for their request to be dealt with and then keep them informed on the progress of that request.

• Resolving problems
  We will take ownership for our mistakes so if something goes wrong, we will apologise and take responsibility to quickly put it right. We will learn from the feedback we receive and use that feedback to help improve the services we deliver.

• Time and effort
  Wherever and however customers contact the council, we will make it easy for them to do so, including customers who need more than one service from us and wherever possible, will deal with enquiries at the first point of contact. We will also ensure that the same information or services can be accessed regardless of how or from where those services are requested.

• Showing empathy
  We will ensure we understand our customers circumstances and will listen to them and show we care by treating them as our priority.

Starting with ‘Computers for complete beginners’, this course provides a simple introduction to using a computer in a relaxed, supportive atmosphere. The course covers the essential basic skills required to use a computer, including:

• how to turn a computer on and off correctly

• how to use the keyboard and mouse

• how to use some useful programmes

• getting started with using the internet.

If learners are looking for more advanced learning or a recognised ICT qualification that shows their ability to use a computer confidently and efficiently, a range of Essential Digital Skills courses are available.

These ICT for Life and Work courses open up a variety of opportunities through the broad range of skills they provide and are widely recognised by employers as proof of ability and competence with working with ICT, specifically in Microsoft Office.

Learners can choose from classroom-based learning which is provided in centres in Beverley, Bridlington, Cottingham or Goole. Alternatively, they can choose to learn from anywhere using online resources.