Digital Customer and Highways teams launch new service

07 December 2023

The Council’s Digital Customer and Highways teams have launched a new service that allows residents to better report problems with streetlights.

This can now be done online 24 hours a day, 365 days a year, with users able to pinpoint the location of an issue and receive updates on repair work. 

The service is being rolled out using the Beta approach. This term is used to describe a new digital product that is being publicly tested, with feedback collected to improve future versions.

James Rees, Business Improvement Manager, said: “The Digital Team is looking to increase its use of Beta services. We want to get them into the hands of residents quickly and then make changes based on their comments.

“Linked to the Digital Strategy, this is part of a commitment to change the way the team works by reacting more closely to resident experiences and insight.

“We’d also love to hear the thoughts of staff and will use this information as we identify and develop further products.”

Reports of streetlighting faults are automatically sent through to the Neighbourhood Services asset management system, Confirm, enabling engineers to respond quickly to the request.

Residents can receive service updates by email through govService, a platform used by the Council to manage interactions with customers.

The Council’s Digital Customer Team brings together colleagues from Customer Relations, Communications, IT Development and Business Improvement. 

It aims to provide better access to Council services and support staff in exploring new ways of working.  

This involves collaboration with teams across the Council, using a range of techniques to improve:  

• Service Design  
• Access to Digital Channels   
• User Experience (UX) and Customer Experience (CX)  
• Agile Project Delivery  

If any team would like to explore new, innovative ways of working, the Digital Customer Experience team would like to hear from them.

Please get in touch to arrange a call.