Residents who find it easy to access information, services and support

The data for this measure will come from the 'What Matters to You' survey
If you have contacted West Sussex County Council in the last 12 months and would like to give us feedback regarding how easy it was to contact us and then to get the help you needed and how satisfied you were with the service received , please complete our short survey
We aim to achieve a result of 80% by 2022

December 2019 performance

48% of respondents said they found it easy or very easy and 26%  finding it neither easy or difficult. These results are the average of two questions asked ‘overall how easy was it to contact West Sussex County Council’ and ‘overall how easy was getting what was requested of West Sussex County Council’.  Respondents found it easier to contact the council (58%), than to get the help they needed (40%).
Our 2020-21 milestone target is 80%
The 2018 survey is now closed and the next survey is due in 2020.


Actions

 To make it easy for our customers we need to remove some of the barriers they face, and provide them with other channels to contact us at a time that is easy to use and convenient to them. Progress includes:
  • Customers who wish to raise a compliment or a complaint can now do this on line at a time that is convenient to them. This can be done from a PC or Smart phone device.
  • A new on-line claims form is now available on our website for customers who wish to make a claim against WSCC for vehicle damage. Customers can complete the form at a time convenient to them. This can also be done from a PC or Smart phone or device.
  • We continually work with services to improve their top volume areas, and we are also deploying and testing new digital capability across 10 customer journeys, this solution will then roll out across the organisation.   
  • In order to make the information available quickly and easily,  we have published the frequently asked questions on our website reducing the need for you to contact us.
  • Moving  the Multi Agency Safeguarding Hub calls into the Customer Service Centre has enabled  a reduction in hand-offs, connecting our customer to the right person first time. 
  • Work is underway to ensure our corporate website and subsites meets the new Accessibility criteria by September 2020.
  • Right Service Right Place are deploying digital capability that will enable customers to self-serve with the council 24/7.
  • To help reduce the need for our customers to ask the same questions multiply times we now publish frequently asked Freedom of Information requests on the WSCC website. Information about claims relating to vehicle damage and potholes are listed in an easy to read format. This enables customers to access the information they need without  submitting  a request and waiting up to 20 days for a response. When requests are received the Highways teams can direct  customers to the information on the website reducing effort.