The Strategy and Resources Policy Development Committee met to discuss the Redbridge Council's improved website launch, and to review the strategy and resources work plan. Councillors noted the presentation on the website launch, which included data on website traffic, customer satisfaction, and accessibility. The committee also agreed to receive a report at the next meeting, which will highlight the recommendations that have been made throughout the course of the year.

Redbridge Improved Website Launch

The committee received a presentation on the Redbridge Improved Website Launch from Emran Saigol, Director, Digital Services and Community Safety, and Trisha Patel, content lead, and Corrine, whose last name was not provided. The presentation covered the work that has gone into the renewed website, which includes an AI search facility and a complete content revamp.

According to the presentation, there has been an increase in website traffic, with 1.4 million visits compared to 1.2 million visits the previous year. Customer satisfaction has also increased, with a 34% increase in positive feedback. Additionally, there has been a 15% increase in site visits and a 10% decrease in calls to the customer contact centre. The top demand areas are council tax, housing, and schools.

The website also includes a Recite Me tool, which allows users to customise their experience by changing the font colour and size, and translating content into different languages.

The council also has a Love Clean Streets app, which allows residents to report issues such as fly-tipping, litter, and potholes. Since the app went live in 2023, over 11,000 reports have been raised. Users can also track the progress of their reports and receive notifications when an issue has been resolved.

Councillor Tanweer Khan asked about customer satisfaction compared to other local authorities, and Emran Saigol responded that customer satisfaction is typically around 55% to 65% across local government, but Redbridge Council is aiming to go north of 60% into the commercial space.

Councillor Syeda Lovely Choudhury raised an issue with the Love Clean Streets app, stating that she is unable to check the reports she has made. She also praised the new website, stating that her mother is now able to use it herself.

Another councillor asked about the use of AI on the website, and where the council stops in terms of replacing human interaction. Emran Saigol responded that the council will always have the ability for people to get through to a human, and that the goal is to reduce wait times for specific services. He also stated that the council needs to be better at updating residents on the progress of their inquiries.

Strategy and Resources Work Plan

The committee discussed the strategy and resources work plan, and agreed to receive a report at the next meeting which will highlight the recommendations that have been made throughout the course of the year.