Access to services

The ‘Access to Services’ programme aims to make us better at delivering the busiest services we have for our residents, businesses, and visitors.

This work includes better understanding our customers and brings in recommendations from previous transformation work across other projects that we have been doing.

Some of the activities from the digital customer project will be noticed over the coming months with AI contact centre agents, and an improved way for customers to receive the information they need.

Activities from the digital customer project
ProjectDescriptionFinancial benefitsNon-financial benefits
Customer programme This project is seeking to redefine how we interact with residents, businesses, and visitors. Including the methods of contact and channels. To be confirmed. Improved customer and user experience
Improved resident feedback.
Digital Customer Enablement  This project is looking at improving the experience customers have with us when contacting us through digital channels. It will increase how efficient we are by using digital technology and artificial intelligence.  
  • 2025/26: £750K
  • 2026/27: £750K
  • 2027/28: £700K
Aligns to ambition to become a more tech-enabled council.

Page last reviewed: 30 April 2025