Our strategy is to encourage more people to use our online services to do business with us rather than use the phone, both to improve the service we offer and also to create savings we can re-invest in council services.
Our online channels are increasing in volume, with phone and face-to-face choices declining
Current Year (by month)
Our target for 2017/18 was to increase the proportion of transactions made online to 36%. This data is compiled monthly and published via Google Charts.
We launched webchat as a trial service from our Contact Us page in January 2018. We are evaluating its effectiveness ahead of a deployment across our website.