Oxford City Council is pleased to announce significant strides in delivering on the promises made in our Citizen Experience Strategy, launched a year ago.
The Council’s commitment to creating a citizen-focused, inclusive, and responsive service has driven us to actively incorporate the feedback gathered throughout 2023. Find out more about the Citizen Experience Strategy.
Listening to the community
The feedback received from the community was invaluable. In response, the Council has pledged to achieve ambitious outcomes based on four guiding principles: Being Citizen Focused, Providing a Positive Citizen Experience, Ensuring Inclusive Access, and Getting it Right First Time. These principles continue to shape our efforts and our services.
Enhancing digital services
One of the main requests from the community was to improve the Council’s website, making it more user-friendly with regularly updated, high-quality information. In February, we launched our new website featuring enhanced search functionality, that allows citizens to quickly find the services and support they need. We are also expanding the availability of online forms to increase self-service options.
To further enhance digital communications, our teams have undergone training to help simplify messages, ensuring citizens receive clear and accurate information from the start.
Addressing digital poverty
We understand the concerns regarding digital poverty and lower literacy skills that can hinder access to our growing range of digital services. In collaboration with partners like Activate Learning, we are working to provide digital skills training to help people access our services online. We also work with the Integrated Care Board and have launched a Digital Cafe at the Westgate Library, providing a space for citizens to improve their digital skills.
For those needing face-to-face assistance, we have improved our Customer Services space at the Westgate Library. Additionally, our Customer Service officers regularly visit local Community Larders, offering support and information to more vulnerable citizens. In our Contact Centre, we have introduced a dedicated ‘Vulnerable Resident’ line to ensure appropriate and immediate support for those in need.
Actively shaping our services
A key message from citizens was the desire to know that their feedback was being heard and acted upon. We have revised our Citizen Experience vision to reflect this commitment: “Put communities and citizens at the heart of how we work, ensuring they actively shape our services and that the right support is available for anyone living, working, or visiting Oxford.”
To maintain an ongoing dialogue, we have re-launched the Residents’ Panel, so residents can continuously help shape our services. A Youth Panel is also set to launch this year, ensuring the voices of our younger citizens are heard and considered.
We have implemented a new Comments, Complaints, and Compliments system to monitor feedback and improve processes. Regular updates on progress and improvements in the Citizen Experience will be shared through our "Your Oxford" and "Tenants in Touch" newsletters.
Comment
“Citizen engagement matters. This strategy commits us to systematic engagement with all our citizens to ensure their feedback makes all we do of the highest possible quality.
“We are facing a profound digital revolution and interacting with the Council digitally and on the move may now be the default expectation. But we also must continue to meet the needs of citizens who are digitally disadvantaged, so we will continue to invest in telephony and face to face services so that no one is left behind.
We will continue to listen to citizens and make changes to continually improve our services and stay ahead of changing demands. And we will measure our performance, with clear targets which stretch to meet our collective ambition.
“Oxford City Council remains dedicated to delivering a positive and inclusive citizen experience. We are proud of the progress we have made and are committed to continuing our efforts to ensure that every citizen feels heard, supported, and valued.”
Councillor Nigel Chapman Cabinet Member for Citizen Focused Services and Council Companies
For more details visit our Citizen Experience Strategy.
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