Vision
We use technology, data and digital design to deliver cost-effective, consistent and trusted services. We design with our users so their needs are met and no one is excluded.
Desired outcomes
- All council services that can be available online will be available online
- Our online services will be the first choice for most people, but other channels will always be available for those who truly need them
- People who use our online services should be able to complete their task successfully and unaided first time and rate their experience good or excellent
- User experience will be consistent whether people are looking for information or reporting, applying or paying for something
- Online services will be accessible, removing any barriers for people with disabilities
- Residents will be able to sign up to receive notifications which may be of interest to them
The journey so far
We have made significant progress over the past few years with many of our services now online and heavily used. Our plymouth.gov.uk website receives around 5 million views per year from people looking for advice and information and around 150,000 online forms are completed.
However, the ‘contact us’ page on the website is one of the most viewed and many people get in touch after visiting our website, suggesting that their needs are not currently being met online. By applying user-centred design methods we can ensure that user needs are met and self-service and customer satisfaction is increased.
We have been working towards new accessibility standards for plymouth.gov.uk and have a clear plan to achieve full compliance. But in addition to plymouth.gov.uk, we have many other websites and domains where accessibility standards are not currently met and the content overlaps which can cause confusion for some users.
Currently, online transactions account for approximately a third of all interactions with the Council; by improving the quality of our online services and significantly increasing online transactions, the Council can reduce costs and ensure budgets are spent wisely.
Modernising our council tax services
We are in the midst of modernising our council tax services which will provide an enhanced online experience, saving our residents both time and effort when reporting changes to their circumstances. The changes also enable us to automate back office tasks, increasing efficiency and cost-effectiveness. In just 3 months, over 4,000 changes (e.g. Direct Debit set up or change of address) have been made online with 64% automation of the back office processes. Further online services are being developed and we’re committed to continuous service improvement with customer feedback data being used to hone and refine the user experience.
“Very good. Quick and easy set up. Clear instructions.”
“Very easy to navigate, especially if you have previously registered and have auto-fill.”
“Straight forward, good, understandable layout. Efficient.”
Plymouth Residents
What we’ll do next to achieve the vision
- We will apply a consistent user-centred design methodology across council services, adopting Government Digital Service best practice.
- We will develop our digital capability so we have the right skills to collaboratively redesign services end to end and with the user in mind throughout.
- Create user panels so we can make sure the services we design work for the people who use them.
- Make sure we have the right technology in place so back-office processes are automated and join up seamlessly with the front-end.
- Identify common business patterns to re-use technology across the organisation.
- Create content standards to ensure we deliver a reliable and consistent online experience and Plymouth City Council websites are seen as a trusted source of information.
- Online services will be designed with accessibility in mind and will meet the Web Content Accessibility Guidelines 2.1 AA standard.
- Review our criteria for the creation of separate websites and make sure those that do exist are aligned with our main website at plymouth.gov.uk, content is not duplicated and accessibility is considered.
- Introduce My Account and work towards a single point of access which will allow people to view and manage their own interactions with the council.
- Take advantage of new and emerging technologies where there is a clear benefit to doing so, including AI and voice operated services.
- Make sure that assisted digital support exists for those who need it through our libraries and partnership networks across the city.
- Review and improve our online customer engagement through newsletters and social media.