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?

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Infrastructure

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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

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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