Digital by design
We will design and develop digital services based on our residents, businesses, elected members, staff and visitor needs.
Rapid digital change has increased users expectations of the services provided by the council. We recognise the need for our digital services to meet and exceed these expectations where possible.
While many of our council services are already online, there is significant scope to enhance or simplify these services. We will further our understanding of the changing needs of our users, improve the design, efficiency and effectiveness of our services to deliver a better experience.
Our vision is to provide a seamless and integrated user experience across multiple channels, including online, mobile, social, chat, over the phone or in person. We will create a consistent and convenient experience for our users, regardless of which channel they choose to interact with the council, ensuring it is available when they need to use it. Our NPT Digital Service Standards clearly set out how council teams will develop and deliver the best public services.
Although we believe that digital transformation is key to meeting the challenge of ensuring we continue to deliver council services with fewer resources, the transformation must be people-led and not technology-led, which links to the Digital Organisational Development enabler set out in the Corporate Plan.
Person centric service design doesn’t just involve applying technology on top of our existing council services, it means re-thinking our services so that they are designed based on person centred outcomes rather than the council needs.
As our users continue to increase their interactions with the council through our digital channels, we envisage that digital transformation will ensure many of our council services will become increasingly automated and more importantly designed to meet our user needs.