Customer and Digital Strategy 2024 - 2029

We are developing a new customer and digital strategy, and we want your feedback to make sure it meets your needs as a resident or customer of the council.

Following initial discussions, three key emerging themes have been identified, which are :

• Provide services that are easy to access for all
• Develop and strengthen our digital first approach
• Ensure our systems are reliable and secure

Residents are at the heart of everything we do

Our approach is centred around the needs of Norwich residents and informed by the way digital technology has changed the way people live, connect and work. That's why we are constantly working to improve our services by making them more accessible and convenient.

The majority of residents and customers are both online and digitally confident. They expect our services to be easy to access online and available 24/7. There's a great opportunity to increase take up of our online services by improving the user experience.

We also understand that not everyone has the same access to technology, so we will continue to offer a variety of ways to get in touch and strive to provide:

a telephone service with an option to request a call back and not wait in a queue, with a focus on quality

face to face appointment service - arranged with the most suitable officer to deal with the enquiry to ensure the best outcome and service

a translation service for those who are not able to access the information or services they need online

We're always looking for ways to improve our services, so please complete the survey below to give us your feedback.

The survey will take around five minutes to complete.