Ipswich Borough Council is set to unveil its ambitious Customer Access Strategy for 2026-2029 together with plans to introduce digital innovations that further improve the ways residents, businesses, and visitors can access council services.
These proposals will be discussed by the Council’s Executive at its next meeting on Tuesday 30 September.
The new Customer Access Strategy sets out a vision for 24/7, flexible, and user-friendly services that builds on the Council’s recent progress in improving customer experience. Those achievements included expanding the range of self-service options available online, with 24/7 availability, and supporting tenants to book housing repairs online, with bookings rising from 6% to 18% in just over a year. In addition, Customer Service Centre opening hours increased to five days a week, new satisfaction surveys were introduced, and the complaints process has been streamlined.
Looking ahead to 2026–2029, the focus continues to be upon ensuring that everyone can access council services quickly, conveniently, and at a time to suit them - whether online, by phone, or in person. The new strategy focuses on:
- Customers at the heart: Designing and delivering services shaped by customer feedback and needs.
- Resolving queries first time: Delivering seamless, professional experiences at the first point of contact.
- Flexible, 24/7 services: Ensuring services are always available, easy to access and inclusive.
- Digital First approach: Offering user-friendly digital services as the first choice, while maintaining alternatives for those who need them.
- Maximising technology: Using innovation to improve service quality and efficiency.
- Making it easier than ever: For people to get what they need from the Council - quickly, conveniently, and in a way that suits them.
As part of its digital journey, the Council is also seeking approval to procure new digital technology for advanced, smart ‘Customer Services Assistant’ functionality, tailored for local council customers. Available as a chatbot on the Council’s website and as a voice assistant for phone enquiries, this technology would provide round-the-clock support, answer frequently asked questions online and by phone, and help reduce call wait times, freeing up staff to support those who need extra help.
The Council remains committed to supporting digitally excluded customers, with face-to-face and advisor phone services continuing alongside new digital options.
The Customer Access Strategy and digital assistant proposals have been shaped by feedback from councillors, working groups, and customer feedback. The Council will continue to consult with residents and accessibility groups to ensure services meet everyone’s needs and continue the focus on putting customers first.
Councillor Jane Riley, Portfolio Holder for Culture and Customers, said:
“We’re committed to making it easier for residents to access Council services whenever and however they choose to. This new Customer Access Strategy builds on our progress and embraces digital innovation to deliver faster, more convenient, and more inclusive services.”
“By introducing smart digital tools like chat bots and voice assistants, we’re improving customer experience while delivering efficiencies. These technologies will help us meet changing needs and ensure support is available 24/7, without compromising on face-to-face and phone services for those who need them.”
Details of the Ipswich Borough Council Customer Access Strategy for the period 2026-2029, and Improving Access To Council Services Through New Digital Contact Channels, can be found online at Agenda for Executive on Tuesday 30th September 2025, 6.00 pm | Democracy Online | Ipswich Borough Council