Customer Access Strategy

Doing things digitally and doing them better

The Council’s Digital Strategy sets out our vision for putting technology at the forefront of our journey and recognises what digital can do for Rotherham.

When we talk about ‘Digital’ we mean the Council’s website, social media messaging (eg. Facebook, Twitter), Your Account,’ and emails. In the future ‘digital’ services may also include other options such as voice activated information.

By expanding what we provide digitally customers will benefit from an even wider choice of online services – all of which are accessible any time of day or night giving customers immediate access to information and advice and a written record that can be saved to their own devices. Working digitally also means that as a Council we are able to promote news and opportunities, and talk to our customers and communities much faster and across wider geographical areas at the touch of a button.

There’s always room for improvement and we want to make our online access easier and give our customers an even better experience so they increasingly choose to access services this way.

We will:

  • Make as many of our services available online as we can so that customers can do what they need to do at a time to suit them without having to contact the council using other means
  • Make sure our online services are designed for use on smartphones and tablets so that the growing number of customers using mobile devices can access Council services regardless of the device they use
  • Increase the number of services you can access through ‘Your Account’ and make it easier for you to register. For example by allowing you to ‘sign in’ with the same username and password as other Council online accounts or by using your social media account details (eg Facebook, Twitter)
  • Make it easier to book and pay for events and services in one easy step
  • Improve the layout of our website and make the content more user friendly so that information is easier to find and access
  • Continuously review the search words and phrases our customers use so that the search results are more accurate
  • Improve our online processes so that you only have to tell us your information once
  • Make it easier for you to complete a request or share information with us online by asking the right questions and being clear about what we need to know
  • Where possible allow customers to upload copies of documents online instead of asking them to provide original paper versions
  • Make better use of online maps so that customers can pin a location to make it easier for them to report things
  • Introduce more online videos to visually help, guide and inform our customers about the things they need to know
  • Make sure our digital services meet accessibility standards
  • Join our systems together so you can more easily access your information and track the progress of your applications or reports
  • Find better ways to guide customers to the information they’re looking for or help them if they appear to be ‘stuck’ on a page
  • Always prioritise your online safety by implementing best practice security measures. For example, the ‘s’ in the website address https stands for ‘secure.’ We will also share helpful hints and tips with our customers to help them feel more confident about the way they access and make use of online services
  • Make more use of social media to stimulate online interest and increase participation
  • Make sure you know what to do and where to go if things go wrong or something is really urgent
  • Keep up to date with new technology so we can continue offering customers a greater choice of digital ‘self-serve
  • Encourage customers to communicate with us online so letters and paper documents are only used when there is no other choice