City of Stirling Digital Strategy

Appendix – Measures of success Success will be measured by

Focus Area Our community

Outcome

Goal

Metric

C1. Channels of choice

• Increasing percentage of customer interactions through their preferred digital channels • Customer satisfaction ratings for each channel improves. • Drive increasing usage rate of online services • Reduction in processing time for service requests. • Lower the average response time for customer inquiries • Increase the resolution rate of issues handled through digital channels. • Improved accuracy and relevance of personalised recommendations • Customer satisfaction with personalised interactions. • Adoption rate of collaboration tools • Effectiveness of remote work arrangements. • Reduction in manual tasks • Increase in productivity resulting from the use of advanced digital tools. • The increase in productivity resulting from streamlined processes • Increase in employee satisfaction with the standardised processes.

Multiple integrated contact methods, including real time options.

C2. Seamless self-service

All services available online.

C3. On-demand support

The digital customer experience is highly automated with real time responses for basic inquiries. Personalisation is emerging, with tailored recommendations based on customer data, but not yet fully real-time or 360-degree views. Collaboration tools will be widely used, enabling real time, streamlined remote work. Our people have access to suitable digital tools with significant automation in place. as their tasks become more streamlined and less time-consuming, fostering a sense of accomplishment and productivity. Workflows will be streamlined and decision making will be faster due to improved digital literacy and ongoing training. Our people feel more empowered and motivated

C4. Knowing our customer and personalised interactions

Our people

P1. Modern workplace for flexibility and collaboration P2. Enable efficiency and reduce process time

P3. Enhance consistency in service experiences

P4. Tech-savvy and innovative

• Improvement in digital literacy • The impact of training on the speed and quality of decision making.

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