Complimenting our cross-cutting principles are the principles that lie behind our approach to designing services. We will:
- provide a consistent customer experience within and across all points of customer contact
- build in effective use of social media
- be innovative – how can smart technology improve the customer experience – for example use of voice-activated control, remote sensors and so on
- focus on improving the outcome and how technology can help that – for example using remote monitoring to enable frail elderly people to live in their homes for longer
- make it easy for customers through the smart use of reminders, confirmation and other notifications where relevant – this will also help reduce avoidable calls or missed appointments
- offer a choice of communication – SMS text messaging or email for the customer to opt in to
- enable the tracking of progress via notifications at key milestones
- use adaptive or smart forms (where the next question asked may be varied according to information provided in preceding questions)
- provide a customer account and secure single sign-on – customers to be able to interact with and fulfil their service needs with any of the council’s services through one website and account
- ensure that changes in personal details are notified to us once and applied to all council services
- design for the lowest confidence customer
- ensure no one is left behind – building in effective digital inclusion and assistance measures
- learn from the data – trends, behavioural insights, predictive analysis
- measure performance and continuously improve