Today is my last day managing the Digital Communications Team at Brighton & Hove City Council. As I move on to pastures new, I’ve been reflecting on the two years I’ve spent working here.
The digital landscape is constantly changing, as is the way that residents want to interact with the council.
Customer First in a Digital Age
This change is something the council have been addressing through the Customer First in a Digital Age (CFDA) programme, and it’s been a key part of what I’ve been involved in. I’ve been proud to lead a talented and passionate UX (user experience) and content team, who are striving to improve the council’s digital offering to the residents and businesses of the city.
Some of the changes I’ve been involved in delivering include:
- A new beta website
- 150 online forms
- A new online account for residents
- A digital blog
- Regular usability testing on our released products
- A greater range of analytical insight into customer behaviour
- A greater focus on gathering user feedback.
As the Digital Communications Team and the CFDA programme move forward and I move on, I’m confident this digital customer focus will only increase, and that the team will continue to deliver digital experiences that are truly user focused.
Ben Hills-Jones, signing off for the last time….