Devices used - Almost three-quarters (72 per cent) of respondents use a computer or laptop ‘daily’ with 42 per cent of respondents use a tablet ‘daily’. A smartphone was used ‘daily’ by more than three-quarters (78 per cent) of respondents.
Fast track/self service facilities - Around six in ten respondents ‘always’ or ‘often’ use a self-serve checkout (60 per cent), with a similar percentage using self-serve ticket machines at train stations (59 per cent). Less (22 per cent) ‘always’ or ‘often’ pay at the pump for petrol.
Government transactions - At least half of respondents indicated that they would prefer to carry out each of the listed government transactions online (applying for a passport, driving licence, road tax or TV licence). Respondents were most likely (72 per cent) to select ‘online/email’ in response to applying for a TV licence.
Paying for transactions - For the majority of the listed transactions (grocery shopping, mobile phone bills, insurance, driving licence, road tax and TV licence), making payment by a ‘debit/credit card’ was the most selected response. The exception to this was paying for a mobile phone bill, where ‘direct debit’ was the most selected response.
Telephone calls - When asked how long they would be prepared to wait for their call to be answered by the Council if the query could be resolved in one call. Most selected response was ‘longer than 60 seconds’ (35 per cent), followed by ‘up to 60 seconds’ (32 per cent). Although a fifth (20 per cent) would be prepared to wait 30 seconds or less.
Visits to the Customer Service Centre - When asked how long they would be prepared to wait to be seen by a Council advisor in the Customer Service Centre if the query could be resolved in one visit. Most selected response was ‘between 15 and 20 minutes’ (33 per cent), followed by ‘less than 15 minutes’ (31 per cent). Few (eight per cent) were prepared to wait longer than 30 minutes.
Contacting the Council - Respondents were asked for their preferred contact method for a series of Council services. ‘Online’ was the most selected contact method for the majority of services.
Applying for Council services online - Around half of respondents indicated that it was ‘extremely likely’ or ‘likely’ that they would apply for a first time permit online (49 per cent), make changes to their parking permit online (54 per cent) and apply for accessible transport services online (49 per cent).
Preferred method of payment for Council services - Aside from paying for Council Tax, where the most selected preferred payment method was ‘direct debit’, respondents most selected preferred payment method was by ‘debit/credit card’. Almost half of respondents indicated that ‘debit/credit card’ was their preferred method for paying for a resident parking permit (45 per cent), paying a parking fine (48 per cent) and other general Council payments (47 per cent).
Express service area - The majority (60 per cent) of respondents were unaware that they could access Council services online at the ‘Express Service Area’, just over a fifth (22 per cent) were.
Council’s website - Nearly two-thirds (64 per cent) of respondents had used the Council’s website in the last 12 months, almost a quarter (23 per cent) had not.