Agenda item

The Committee is invited to review the draft Communications and Digital Strategy 2021 – 2026 in appendix one and to refer any comments to Cabinet.

Mrs Parker explained that the Council recognised that effective communications and engagement were central to the delivery of all services. In response to this, a communications and digital strategy had been produced which aimed to provide a framework from which communications was enhanced and developed to meet customer and stakeholders’ needs.

Over the past year, communications had been more important than ever, ensuring that businesses and residents were able to access support as necessary.  The experience had also further enabled and developed partnerships with groups, organisations, parish councils and other public sector partners who had been at the forefront of ensuring residents were aware of the support available. This experience, along with the knowledge and feedback gathered from councillors, staff, residents, partners and businesses had been used in the production of the strategy for the next five years. Although communications and technology were constantly adapting and changing, ensuring the customer was at the forefront of the approach was also evident within the strategy.

Mrs Parker drew Members’ attention to the ten point plan in the draft strategy.  This illustrated the commitment to being customer centred and accessible to all whilst ensuring people were able to easily access the Council’s services online so that it became the preferred method of contact.  However it was also recognised that not everyone would wish to access Council services online.  

Mrs Parker explained that each major project had a specific communications plan, considering who needed to be reached and how they wish communication to be undertaken.  This strategy also considered each of the main themes including working with the media, using social media, direct communications, how marketing campaigns were delivered and income generated.  

Mrs Parker reported that the Council has signed the Local Digital Declaration, which was a shared ambition for the future of local public services in the digital age, and the commitment to realising it. Many website improvements had also been made to ensure easier customer access and feedback would also be sought from customers going forward with this work.

Officers responded to Members’ questions and comments:

·         With regards to the involvement of people in the many consultations, Mrs Parker confirmed that the changes made in undertaking consultations had resulted in a positive impact and Mrs Parker also confirmed that there had been an increase in people accessing services online during the pandemic with encouraging feedback received.

·         On the matter of face to face communication, Mrs Parker agreed this was the best form of communication and the importance of working with Members was recognised, as those out in the community.  There was a significant input into social media and responding to people’s comments, the result of which was that people developed a more detailed understanding and often changed their stance on an issue.  Mrs Parker further explained that considerable work had been undertaken on the website to meet accessibility guidance introduced by the Government, and when English was not a first language, a company was in place to ensure support could be provided for these customers.  

·         Regarding the importance of face to face communication, and customers visiting to East Pallant House to access services, Mrs Parker detailed a project which had been undertaken with the Customer Services team to update signage and establish plans for the reopening and how people would receive an enhanced service.  Mrs Parker added that it was important to have various methods of communication in place. 

·         With regards to the complexity of the Communications Channels chart, Mrs Parker confirmed that this part of the strategy would be further considered to establish if a simpler chart could be created.

·         Mrs Rudziak explained that the reopening of East Pallant House could not yet be confirmed. 

·         Mrs Parker confirmed that boosting posts on social media had a positive outcome and significant impact, although this was dependent upon the subject matter and the results were monitored. 

·         Mrs Parker explained that it was possible to have some images and video on the website, and a series of videos were currently being created to enable customers to understand how to use online services.  There was also a platform called ‘Camber’ which enabled slide shows and videos.

·         The grapevine system was for internal staff to enable communication and Mrs Parker explained this had been available for a number of years.

·         Mrs Parker confirmed the Chatbot was about to be trialled on certain pages of the website and live chat was also currently being considered.

·         On the matter of engaging with younger people, Mrs Parker explained it had been more difficult to engage currently due to the pandemic, but there were established positive partnerships with schools and colleges and other ways of communicating with younger people were being considered.  Mr Foord also added that the one of the projects of the recovery group was to look at an improved programme to ensure services were delivered electronically rather than face to face, but customer interaction and how customers wished to interact would be monitored.  Electronic communication also gave customers 24 hours per day access to services.  The strategy reflected a modern and innovative way of communicating, in a digital age.

RESOLVED

That the Committee review the draft Communications and Digital Strategy 2021 – 2026, and refer any comments to Cabinet.