Our Design Principles

We will provide a confirmation when a user completes a transaction, and updates as it passes key points.

We will inform users if there is an expected delay to completing their transaction and provide details of how long the delay is likely to be.

When transacting with the council; whether online, over the phone, face to face, or by letter, we will provide a reference number.

We will use digital communications as standard and allow users to manage preferences as to their preferred digital channel.

We will only use printed letters if absolutely necessary or where legally required.

Users will have a single customer account with the council, and every engagement will be logged against it.

Where third party systems are involved, users will be able to track the progress of a transaction in their single account.

We will always ask a user who doesn’t have an account, or digital contact details held with the council, to allow us to add them.

We will support customers in adding their email address and other contact details to a transaction if they are using an assisted digital channel.

All customer contact will be logged in and responded to from within the CRM.

We will use scripted responses to ensure that information provided is standardised, accurate, and encourages self-serve.