Aberdeenshire Council online customer services survey

Online council services and information

Aberdeenshire Council wants to provide easily accessible, simple to use online information and services to the public which can be accessed by using a secure single sign-on process. As new and improved online services are rolled out, you will be able to access them using this approach. Please help us to shape this process by taking part in this brief survey.

1. We are looking to identify what services and information provided by the council matter most to you. Some examples of council services are listed below. Please rank each of the following services in terms of their importance to you (from 1 being most important to 11 being least). You can only use each number once and can select 'N/A' if an option is not applicable to you.

Question Title

* 1. We are looking to identify what services and information provided by the council matter most to you. Some examples of council services are listed below. Please rank each of the following services in terms of their importance to you (from 1 being most important to 11 being least). You can only use each number once and can select 'N/A' if an option is not applicable to you.

Council Tax (payments, checking balances, checking bandings, notifying changes of circumstance etc.)

N/A

Planning (submitting planning applications, making payments, checking notices and current status etc.)

N/A

Benefits (submitting a claim, checking the status / outcome of a claim, notifying changes of circumstance etc.)

N/A

Roads/Travel (reporting faults, updates on closures, public transport information)

N/A

Waste Collection (bin collection dates, missed bins, reporting "fly tipping", requesting and paying for a special / bulky uplift etc.)

N/A

Registrars services (booking appointments, ordering and paying for extracts etc.)

N/A

Housing repairs (notifying the requirement for a repair, checking progress etc.)

N/A

Environmental health issues (requesting a visit from an Environmental Health Officer etc.)

N/A

Licensing (applying for, renewing, paying and checking current status of Civic Government, Liquor or Miscellaneous licences etc.)

N/A

Schools (payments, applications/enrolments, information updates)

N/A

Learning & Leisure (bookings and information updates on available facilities/courses; libraries)

N/A

If you feel that there are other important priorities not already listed above please give details

Question Title

* If you feel that there are other important priorities not already listed above please give details

2. What features and facilities would you like to use when accessing online council information and services? Please rank each of the following in terms of their importance to you (from 1 being most important to 7 being least). You can only use each number once.

Question Title

* 2. What features and facilities would you like to use when accessing online council information and services? Please rank each of the following in terms of their importance to you (from 1 being most important to 7 being least). You can only use each number once.

An account history containing all your transactions, correspondence and supporting documents with the council in one secure online location.

Improved "basket" functionality, (where you can add chargeable items / services to your account and then pay for them in a single online transaction using your debit / credit card.

Secure automatic completion of requests for council information and services. (When you log in, your account will use your securely stored details such as name, address and postcode to save you having to re-key them).

Checking your balances online (e.g. Council Tax, Housing Rent or Business Rates etc.)

Progress updates (e.g. planning or licence application current status etc.)

Alerts - (e.g. road or school closures, job alerts, appointment and bookings reminders with the council etc.)

View reports for parents/carers on school activities (e.g. music tuition)

If you feel that there are other important features and facilities not already listed above please give details

Question Title

* If you feel that there are other important features and facilities not already listed above please give details

3. Which websites do you regularly use that you think are the best in online customer service delivery, (and what features do they provide that you'd like us to incorporate that would benefit you when interacting with the council)?

Question Title

* 3. Which websites do you regularly use that you think are the best in online customer service delivery, (and what features do they provide that you'd like us to incorporate that would benefit you when interacting with the council)?

4. What would encourage you to use online council services and information instead of telephone, letter, email or face-to-face? Please rank each of the following in terms of their importance to you (from 1 being most important to 6 being least). You can only use each number once.

Question Title

* 4. What would encourage you to use online council services and information instead of telephone, letter, email or face-to-face? Please rank each of the following in terms of their importance to you (from 1 being most important to 6 being least). You can only use each number once.

Accessing council information and services outwith standard business hours

Enabling customer information to be automatically completed when using online services

Tell the council once - all other customer accounts held by the council are updated - e.g. change of address

Accessing council information and services in a single location from your computer or mobile device

Paying for services electronically

Financial incentives e.g. discounts for those making online transactions

5. What (if any) do you see as the main barriers to using online services?

Question Title

* 5. What (if any) do you see as the main barriers to using online services?

Lack of broadband / internet availability

Lack of knowledge of computers, tablets, smartphones etc.

Limited or no access to computers, tablets or smartphones

Concerns over the security of electronic systems e.g. identity theft, information sharing

Prefer personal interaction e.g. face to face or phone

Accessibility for users with a disability

Readability (e.g. too much jargon)

Lack of awareness of online services

Other (please specify)

Thank you for taking the time to complete this survey. Your views will help inform the council's delivery of online services.