Technology and a Two-Tier Society – ‘The Digital Divide’
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Recommendation
Responsible Officer
Agreed Action and Date of Implementation
Council Web Site
That council services embrace the web site
as a vital part of their service; a first point of
call for enquiring customers and should
ensure that content is representative of the
customer enquiry journey so that key
information is made readily available.
Karen Gillis
March 2014
Initiate Service web site reviews to cover:
§ A-Z Services
§ Interactive Forms
§ Content
§ Customer Journey
That information published through other
mechanisms be consistent whatever channel
is used.
Karen Gillis /
Ste Sharples
Service Planning to include web site ‘development’
actions
§
Internal IT Developments to allow for
application rendering over multiple mobile
devices
§
Development standards to include reference
to customer facing developments and their
requirements
§
Departments to ensure that all relevant
communication channels are used in the
publication of information, and that the
respective processes are consistent, no
matter what the channel
§
Web Editor Guidance / checklists to be
produced
October 2013
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That a Customer Engagement strategy be
developed to further support and strengthen
our approach to the implementation of digital
Karen Gillis
November 2013
Creation of Customer Engagement Strategy which
will:
§ outline how the Council will continue to
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Technology and a Two-Tier Society – ‘The Digital Divide’
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Technology & System Design
That Mobile technology be reflected in our
customer facing developments, and
particular consideration be given to the
development of mobile apps.
transform customer engagement to put the
citizen at the centre of service delivery to
ensure an enhanced service experience
Karen Gillis /
Ste Sharples
§
increase choice for customers as to when,
where and how they access services
§
ensure that the Council continues to provide
services which are consistent, professional
and co-ordinated to ensure the customer is
satisfied at the first point of contact
§
recognise and support political and
management objectives.
§
respond to the diverse and changing needs of
customers.
§
set out a clear vision for the development and
delivery of services to customers.
§
Internal IT Developments to allow for
application rendering over multiple mobile
devices
§
IT Development standards to be established
to quality assure customer focussed
applications will be delivered consistently to
devices of choice
March 2014
St.Helens mobile application to be integrated into IT
development toolbox
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That knowledge of service users and the
implications for digital and assisted digital
service design be developed and applied to
all system specifications.
Karen Gillis
March 2014
That consideration be given to further use of
Interactive Voice Recognition technology
(IVR), to enable those customers who prefer
to use the telephone, to access our services
without waiting in a queue for an operator.
Karen Gillis /
Ste Sharples
Our Customer
That the take up of Council services through
digital mechanisms be encouraged further
and ways in which this can be achieved be
identified and implemented.
Karen Gillis
Ongoing
August 2013
§
Customer base analysis to be carried out to
identify channel usage
§
Review of ‘online’ forms to be carried out
§
Promotion of online services
§
Research new telephony products to assist in
the development of telephony / VOIP
communication channels
§
Business Case / cost analysis of suitable
solutions
§
Continual measurement of channel take-up
§
Promotion of online services using established
partnership groups
§
Customer Surveys to assist in gaining
knowledge as to how customers like/expect to
do business with us
§
Research campaigns / initiatives
December 2014
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Technology and a Two-Tier Society – ‘The Digital Divide’
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Initiatives / Campaigns / Housing
Associations
That consideration be given to introducing a
Digital by Default strategy which gives
guidance and structure to the Council’s
approach to online services for the Council
as a whole.
Karen Gillis
March 2014
§
Creation of local Digital by Default strategy to
support Customer Engagement and service
take-up
§
Engagement with UKOnline centres
§
Engagement with :
§ Social Landlords
§ Local business
§ St Helens College
§ Age UK
§ Job Centre Plus
§ Chamber
§ Schools
§ GoOn Merseyside
§
Promotion and use of IT Training / Adult
Learning facilities to further assist our
customer base in taking up online services
Areas of responsibility for action implementation:
Karen Gillis - Customer Relationship & Business Transformation Manager
Business Transformation Unit
IT Training
Communications Team
Customer Services
Ste Sharples- Business IT Manager
Applications Development Team
Production Team
Network Communications & Telephony
Service Desk
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