A new customer service and digital strategy aims to make Stoke-on-Trent City Council services "easier to use, quicker and more convenient".

The Customer Service and Digital Strategy sets out the council's approach to improving customer services, digital capability, data and technology over the next three years.

The city council says the strategy is designed to put residents and businesses first while delivering better value for money.

A spokesperson for Stoke-on-Trent City Council said: "It brings together customer services and digital transformation into a single, customer-focused plan focused on making everyday interactions with the council simpler and more effective.

"The aim is to give residents more choice over how they access services - whether online, by phone or face-to-face."

The strategy hopes to complement a series of initiatives already introduced at the council.

Last month, an AI-powered Switchboard Assistant was launched on the council's main contact number as part of the authority's move to use Amazon Connect services.

The council has also introduced Automated Callbacks across our customer contact channel, which allows customers to receive a callback while retaining their place in the queue, rather than remaining on hold.

Councillor Sarah Hill, cabinet member for finance, anti-poverty, governance and corporate services at Stoke-on-Trent City Council, said: "We are committed to putting residents first.

"By bringing together our customer service and digital ambitions into a single strategy, we are ensuring that future investment in technology is driven by the needs of our communities.

"This strategy will help make services simpler, faster and more accessible, whilst supporting those residents who need additional assistance.

"It builds on the significant progress already made through investments such as Microsoft 365, Amazon Web Services and Stoke Smart City, creating a strong foundation for future innovation, improved service delivery and better value for money."

The city council stressed that the new strategy recognises that not everyone is online and that some residents will continue to prefer, or require, direct support.

It is hoped that the digital transformation will provide more options, improve accessibility and ensure services are designed around residents' needs.

A spokesperson for Stoke-on-Trent City Council said: "Feedback from residents will play an important role in shaping improvements.

"The strategy will also help the council make better use of technology, data and modern systems to improve performance, reduce duplication and deliver services more efficiently.

"It is intended to both provide better outcomes for residents and better value for taxpayers."

The strategy will guide the council's customer service and digital transformation programme through to 2029.