City of Stirling Digital Strategy

Our community’s expectations are evolving and so are we. This focus area is about reimagining how we connect with and serve our customers, ensuring every interaction is simple, inclusive and meaningful. Whether online or in person, we are committed to delivering services that are accessible, responsive and built around the real needs of our community.

With over 243,000 residents and 23,500 businesses, the City needs a dynamic, connected digital ecosystem.To serve our diverse population, the City recognises the importance of varying technology needs across generations and backgrounds.

Guiding principles: 1. Digital first, not digital only

3. Deliver seamless end-to-end experiences We aim to provide consistent, intuitive and connected experiences across all digital touchpoints, reducing friction and improving satisfaction 4. Accessibility and inclusion We design with accessibility in mind from the start, ensuring our services are usable by all members of our community, regardless of ability or background. We aim to bridge the literacy divide through our community, fostering digital literacy and assisting those in need. • C3. On-demand support Providing on-demand support via digital channels, we ensure the efficient handling of customer enquiries and a sense of reliability and responsiveness that consistently meets customer needs • C4. Knowing our customer and personalised interactions By leveraging data-driven insights to offer tailored, relevant experiences to customers, enhancing personalised engagement and fostering greater customer advocacy.

We prioritise digital channels as the primary way our community interacts with us, while ensuring inclusive alternatives remain available for those who need them 2. Customer-centric design We embed co-design and user research early and often, ensuring solutions are shaped by real needs, preferences and lived experiences

Outcomes • C1. Channels of choice

By enabling customers to engage with the City through their preferred channels and at their preferred time, across all service offerings and catering to diverse demographics and preferences. We ensure a more inclusive, convenient and responsive service experience tailored to the needs of the entire community • C2. Seamless self-service By providing easy and efficient access to all City services online with a seamless customer experience, driving autonomy and self-service

City of Stirling Digital Strategy 2025 - 2028 | 11