Contact volumes
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.
Historic comparison
Our online channels are generally increasing in volume, with phone and face-to-face choices declining. This was not the case in 2018/19 which saw a decline in online traffic.
Current Year (by month)
Online transactions
Our target in 2019/20 is to increase the proportion of transactions made online to 40%. We monitor and publish this performance monthly.
Webchat
We launched webchat as a trial service from our Contact Us page in January 2018, and deployed it across our website in June 2018. As well as helping customers remain online and self-serve, we will use topics from chat sessions to help improve information and navigation on the website.
Website downloads
We have a large number of files that we ask our customers to download. We will use this data to identify areas where we can present data better, or develop services that do not require written forms. You can also view the list of files for more detail.
Website emails
We enable customers to email us from our website. We will use this data to identify areas where we can improve content, amend processes or identify areas where digital services are more appropriate. You can also view the areas we are emailed about for more detail.
Website phone calls
We use telephone number hyperlinks to enable customers to call us directly from our website. We will use this data to identify areas where we can improve content, amend processes or identify areas where we can improve what we do to reduce the need to call. You can also view the areas we are called about for more detail.