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Digital Strategy consultation


Find out how we consulted on how we use digital technology, both to improve our digital offer, and to make it easier for customers to contact and interact with us and the feedback we received.

Background

Increasingly, you are expecting to be able to use digital technology to access our services and do business with us. To support this, we have three key themes:

  • Putting the customer at the heart of everything we do and improving access to our services and information through technology.
  • Being responsive to our customers' needs, enhancing access to, and improving our services by using technology.
  • Helping the county to access and embrace new digital technologies, to ensure that County Durham is an attractive place for people to live, learn and work. Working with our partners to improve services and increase digital inclusion.

More than 100 of our services are now available online and over 40% of our customers currently access services in this way.

We are also aware that using digital technology does not work for everyone, so we will still continue to offer more traditional ways of interacting with you.

The closing date for comments was Friday 25 November.

What you told us

55.3% of replies confirmed that they have used the internet to interact with us in the last year. Of those people:

  • 20.3% confirmed they currently use our apps with 58.3% saying they worked well
  • 94.7% of respondents said they currently use our website with 44% saying it works well
  • 82.6% confirmed that they use the 'do it online' facilities available with 29.8% feeling it works well
  • 69.4% of respondents said they use our email channel with 44% saying they felt this worked well
  • 63.5% of respondents said they currently use our portals with 35% rating them as good
  • 63.1% of respondents said they currently use our social media with 34.1% saying it was good
  • the most popular digital channel was our website

When asked what new and existing technologies they would like to see us developing, the top 3 responses were:

  • all customer information being held in one place
  • the ability to self-serve more
  • the use of technology to improve efficiency

People who have not interacted with us through the internet in the last year:

  • 80% of people said they use the internet to look up information, 44% use social media, 42% manage their utilities or banking online and 38% to shop for groceries
  • people highlighted that the ability to see all customer information available in one place, the ability to self-serve and web chat were technologies that they access to or found beneficial with other organisations

Next steps

Following review of all feedback, we have developed our new digital strategy which sets out digital ambitions for County Durham including improving and enhancing how people can access our services, expanding digital connectivity across the county and providing new, efficient ways of working for both frontline and back office staff

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