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Give your view on Council’s proposed new Digital Customer Service Strategy

Published: 3 August 2023

Give your view on Council’s proposed new Digital Customer Service Strategy Consultation - Digital Customer Services

The Council has launched a consultation on a proposed new strategy aimed at transforming its approach to serving its customers.

The Digital Customer Service Strategy sets out 10 key goals designed to make it easier for customers to get information, advice and support from the Council when they need it, and in a way that works best for them.

Bindu Arjoon, the Council’s Chief Executive, said: “This strategy shows the Council’s commitment to modernise our services and put our customers at the heart of what we do. It is informed by the way digital technology has changed the way that people live, connect and work.”

The strategy outlines an approach centred on the needs of customers and is informed by the way digital technology has changed how people live, connect and work.

The vision is to boost digital inclusion - ensuring every customer can access and navigate digital services effectively, irrespective of their digital skills or personal circumstances.

This includes improving digital literacy and accessibility and offering different ways to interact with the Council - including traditional methods for those unable to use digital services.

Improving things for customers will help the Council to be more efficient and make the best use of resources.

Cllr Laura Wright, the Council’s Deputy Leader, said: “This new strategy is designed to make it as easy as possible for people to contact us and access all of our services.

“We now need to hear from our residents to see what they think of the plan. The feedback they provide will be hugely valuable in helping to shape the delivery of this policy going forward, and I hope as many people as possible will take part in the consultation.

“Anyone who is unable to access this consultation digitally should be able to access support from our customer services frontline desk in the Civic Centre and through libraries, Wellbeing Exeter, Community Builders and local community groups and organisations around the city who work with the Council.”

Cllr Wright added: “We are also creating a map of digital exclusion which will help us in future to reach residents and communities who may not be in touch with us through social media or our website. Learning from this activity will help us with any future plans so that everyone is included in being able to access our services and to communicate with us promptly and efficiently.”

The strategy is available to read and download on our website.

short summary of the strategy has also been created with the key actions points.

The consultation involves a short online survey and runs from 2 August to 15 September.

The Council is working with Wellbeing Exeter and other partners in the community to ensure that as many people as possible are able to access and complete the survey.

A downloadable/printable copy of the DCS survey for anyone who needs it is available here

To request this information in an alternative format or language, or for any other information or queries, email

The survey should take no longer than five minutes to complete - so please take part today and complete the survey by visiting our website.

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