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Let’s get digitalA strategy for Cornwall
Jason Williams
www.cornwall.gov.uk
I have all the answers
•He is lying!
www.cornwall.gov.uk
Current evolution of digital
• Website had 7.7m visits last year - 3.7m unique visitors
• 56k submitted forms• £12m in online payments• Mobile 15% usage av. over last year – 11%
growth so far this year = 26%• 10k followers on Twitter - Social CRM – Facebook
and Twitter• Customer journey work – Adult care, youth
services
www.cornwall.gov.uk
• enable customers…• to serve themselves…• and interact where necessary…
• …in a space that reflects their lifestyles
• and preferences
We want to….
www.cornwall.gov.uk
How do we make this happen?
• A distinct change to how we approach digital services
• A culture of developing with and for the customer
• Online systems that are customer focused and not service focused
• Cutting the red tape• Developing an infrastructure in Cornwall for digital
• Freedom and training to use techniques and tools
www.cornwall.gov.uk
Why now?
www.cornwall.gov.uk
Infrastructure
www.cornwall.gov.uk
What are we trying to achieve?
Digital business thinking how to deliver online for a customer thinking how we can cut the costs
= digital evolution! • Engagement – co-design the customer journey
www.cornwall.gov.uk
What about outcomes?
• Advocates • Member champions • Customer access strategy• Development framework and standards • An infrastructure in Cornwall to support digital• Social inclusion
www.cornwall.gov.uk
Benefits
• More online services that customers will use• Utilise existing high usage• Customer experience
• Give confidence with digital channels• increase return visitors
• Save money from our back-office by making more efficient use of digital
• Better access to services
www.cornwall.gov.uk
Cornwall CouncilCounty HallTruro TR1 3AY
Tel: 0300 1234 100www.cornwall.gov.uk