Contacting the Council and accessing services?

Transcription

1 Contacting the Council and accessing services? Background The May 2013 Citizens Panel questionnaire was sent to 1900 Citizens' Panel members. In total 1002 people responded, a 53% response. The Base in each table is the number of respondents to that question. Summary 89% or respondents had access to the internet through fixed broad band or a mobile device. 11% of respondents did not have access to the internet. The majority of respondents (56%) would wait until they got home to report it a large pile of rubbish on the street. 29% would expect the council already knew about it. 15% would try to report the incident immediately. Of those that would report it, half would telephone the council call centre. 42% would use the council website and complete an online form. 7% would go to a customer service point to talk to someone in person. A mobile phone app for reporting things to the council was popular, with 67% of all respondents saying they would use this app. Over half of respondents would use the website to find out if they were eligible for a discount on their council tax (54%). 30% would telephone the council call centre, and 16% would go to a customer service point and speak to someone in person. More people would visit the customer service point for this, than reporting rubbish. The main reason people would use the website was that it allows them to find information at a time convenient to them, any time of day (96%). Nearly half of people who prefer to use the website do so because it means they don t have to complete lengthy paper forms and post them and the same proportion say they prefer to carry out transactions online. A third or more respondents say they prefer to use the website because of difficulties phoning, such as being passed around departments, knowing the right number and finding it hard to get through to someone. Of those who prefer not to use the internet, the main reason was that they prefer to talk to someone (78%). Open ended responses to the Other option, support the view that people prefer to talk to someone. They also express dissatisfaction with the response they get online e.g. slow response or their communication being ignored. Some say they cannot get the specific answer they are looking for using the website and others are dissatisfied with the design of the website. Most people who do not have a computer connected to the internet would not consider using one elsewhere (62%) A quarter of respondents (26%) would consider using a computer at a library, and one fifth (20%) would consider using one at a relative s house. The least popular option for using a computer elsewhere was at a community centre (6%) 42% of respondents who are not confident using the internet would not consider attending a training session to help them use it. Nearly half (49%) would be interested in attending a training event at a library. 27% would be interested in attending a training event at a community centre. A customer service point was the least popular option for a training event (14%). Produced by Consultation, Research and Intelligence. Bristol City Council. April

2 37% agree that webchat would encourage them to use the council website more regularly. 26% disagree that it would encourage them. 50% agree that they would be willing to use automated telephone answering services when contacting the council. 31% disagree. 48% agree that they would be willing to apply for or buy council services online. 19% disagree. 60% agree that they would be willing to have an online account to receive and pay for council bills online. 22% disagree. Many respondents felt they could not answer this question about which council service should have better online access, they did not know. Others thought that the existing services were good. Of those that identified a service area that should have better online access, the main ones were Council tax, Refuse collection, reporting issues, recycling housing, planning and all of them. Produced by Consultation, Research and Intelligence. Bristol City Council. April

3 89% or respondents had access to the internet through fixed broad band or a mobile device. 11% of respondents did not have access to the internet. Do you have access to the internet? Base % No % Yes, through fixed % broadband Yes, through a mobile 71 device 7% A. Reporting things to the Council Imagine you are walking through Bristol. You notice a large pile of rubbish that has been dumped in a public place and not cleared away. The majority of respondents (56%) would wait until they got home to report it. 29% would expect the council already knew about it. 15% would try to report the incident immediately. Would you. Base % Try to report the incident immediately % Ignore the rubbish and expect the council already knew about it % Wait until you got home and report it % 100% 80% 60% 40% 81% 20% 0% 11% No Yes, through fixed broadband 7% Yes, through a mobile device Produced by Consultation, Research and Intelligence. Bristol City Council. April

4 Of those that would report it, half would telephone the council call centre. 42% would use the council website and complete an online form. 7% would go to a customer service point to talk to someone in person. If you would report it, what would be your preferred current method of reporting? Base % Go to a Customer Service Point and talk to someone 46 7% in person Telephone the council call centre % Use the council website and complete and online 287 form 42% A mobile phone app for reporting things to the council was popular, with 67% of all respondents saying they would use this app. If there was a mobile phone application that allowed you to take a picture using your mobile and send it to the council with location details, would you use it for reporting things like rubbish, potholes and other services? Base % Yes % No % Don't know % 100% 80% 100% 80% 60% 60% 40% 20% 0% 7% Go to a Customer Service Point and talk to someone in person 51% Telephone the council call centre 42% Use the council website and complete and online form 40% 20% 0% 67% 20% 13% Yes No Don't know Produced by Consultation, Research and Intelligence. Bristol City Council. April

5 B. Enquire and apply. Imagine you think you may be eligible for a discount on your Council Tax Bill. You want to find out and apply for a discount if you are eligible. Over half of respondents would use the website to find out if they were eligible for a discount on their council tax (54%). 30% would telephone the council call centre, and 16% would go to a customer service point and speak to someone in person. More people would visit the customer service point for this, than reporting rubbish. What would be your preferred current method of finding out whether you are eligible for a discount on your council tax bill? Base % Go to a Customer Service Point and talk to someone in person % Telephone the council call centre % Use the council website % 100% 80% 60% 40% 20% 0% 16% Go to a Customer Service Point and talk to someone in person 30% Telephone the council call centre 54% Use the council website The main reason people would use the website was that it allows them to find information at a time convenient to them, any time of day (96%). Nearly half of people who prefer to use the website do so because it means they don t have to complete lengthy paper forms and post them and the same proportion say they prefer to carry out transactions online. A third or more respondents say they prefer to use the website because of difficulties phoning, such as being passed around departments, knowing the right number and finding it hard to get through to someone. If you would prefer to use the website, why is this? Base % It allows me to find information at a time % convenient to me, at any time of day I can find the information I want without needing % to talk to anyone I find it hard to get through to someone when I % phone I find it hard to know which number to call, as % there are so many I have to wait too long if I go to a Customer Service % Point I prefer to carry out transactions online % I think I will get passed around between % departments if I phone There is an automated telephone answering % system and I don t like it It means I don t have to complete a lengthy paper % form and post it Other 11 2% Produced by Consultation, Research and Intelligence. Bristol City Council. April

6 If other, please specify My husband deals with all these things If you would prefer to use the website (to find out if you are eligible for a discount on your Council tax bill), why is this? Produced by Consultation, Research and Intelligence. Bristol City Council. April

7 If you prefer not to use the website why is this? Base % I do not have access to the internet 93 22% I am not confident in using the internet 83 19% I prefer to talk to someone % I find it difficult to find the information I need on % the website I didn't realise I could apply for services using 24 6% forms on the website I normally need help when using the website so 40 9% have to call anyway I can normally find the information I need quickly 42 10% using the automated telephone system I do not trust that the information I enter on the 51 12% website is safe I end up calling to check on progress anyway so 95 22% simpler just to call Other 31 7% Of those who prefer not to use the internet, the main reason was that they prefer to talk to someone (78%). Open ended responses to the Other option, support the view that people prefer to talk to someone. They also express dissatisfaction with the response they get online e.g. slow response or their communication being ignored. Some say they cannot get the specific answer they are looking for using the website and others are dissatisfied with the design of the website. It is important to read the open ended responses. Please see appendix A. Produced by Consultation, Research and Intelligence. Bristol City Council. April

8 If you prefer not to use the website (to find out if you are eligible for a discount on your Council Tax Bill) why is this? Produced by Consultation, Research and Intelligence. Bristol City Council. April

9 If you do not have a computer connected to the internet, would you consider using one somewhere else to access council services online? Base % At a library 22 26% At a Customer service point 9 11% At a community centre 5 6% At a relatives house 17 20% None of these 53 62% would it be possible to teach people in their own home especially older people to use internet I don t need the service. I believe in talk-talk. Otherwise we will forget what our mouths are for! I am a computer ignorant I do not have any interest in the internet L R centre library None because of age Most people who do not have a computer connected to the internet would not consider using one elsewhere (62%) A quarter of respondents (26%) would consider using a computer at a library, and one fifth would consider using one at a relative s house. The least popular option for using a computer elsewhere was at a community centre (6%) Produced by Consultation, Research and Intelligence. Bristol City Council. April

10 If you are not confident using the internet would you consider attending a training session to help you use it Base % At a library 36 49% At a Customer Service Point 10 14% At a community centre 20 27% None of these 31 42% Just find most official forms in general hard to complete I studied a course at hill library College Get help from my family Has to be free Probably a friend's house 42% of respondents who are not confident using the internet would not consider attending a training session to help them use it. Nearly half (49%) would be interested in attending a training event at a library. 27% would be interested in attending a training event at a community centre. A customer service point was the least popular option for a training event (14%). Produced by Consultation, Research and Intelligence. Bristol City Council. April

11 I would use the website more regularly if there was online help from someone e.g. web chat, call me buttons Base % Strongly disagree 65 7% Disagree % Neither agree or % disagree Agree % Strongly agree % Not applicable 69 7% 37% agree that webchat would encourage them to use the council website more regularly. 26% disagree that it would encourage them. I would be willing to use automated telephone answering services when contacting the council if it helps keep costs lower Base % Strongly disagree % Disagree % Neither agree or % disagree Agree % Strongly agree % Not applicable 21 2% I would be willing to apply for or buy council services online e.g. Adults and Older People's Social Care Base % Strongly disagree 73 8% Disagree % Neither agree or % disagree Agree % Strongly agree % Not applicable % 48% agree that they would be willing to apply for or buy council services online. 19% disagree. I would be willing to have an online account to receive and pay for council bills online Base % Strongly disagree 81 9% Disagree % Neither agree or 93 10% disagree Agree % Strongly agree % Not applicable 78 8% 60% agree that they would be willing to have an online account to receive and pay for council bills online. 22% disagree. 50% agree that they would be willing to use automated telephone answering services when contacting the council. 31% disagree. Produced by Consultation, Research and Intelligence. Bristol City Council. April

12 The council service I think should have better online access is. Many respondents felt they could not answer this question/did not know. Others thought that the existing services were good. Of those that identified a service area that should have better online access, the main ones were Council tax, Refuse collection, reporting issues, recycling housing, planning and all of them. It is important to read the open ended responses. Please see appendix A. Produced by Consultation, Research and Intelligence. Bristol City Council. April

13 Demographics Gender Base % Male % Female % Age Group Base % % % % % % % % % Ethnic origin Base % White British % White Irish 11 1% White Polish 10 1% White 1 0% Gypsy/Traveller Any other white 36 4% background Black or minority ethnic group 49 5% Long term illness or disability Base % Yes % No % Produced by Consultation, Research and Intelligence. Bristol City Council. April

14 Ward Base % Ashley 36 4% Avonmouth 34 4% Bedminster 30 3% Bishopston 36 4% Bishopsworth 33 3% Brislington East 28 3% Brislingto West 24 2% Cabot 26 3% Clifton 26 3% Clifton East 24 2% Cotham 31 3% Easton 29 3% Eastville 31 3% Filwood 16 2% Frome Vale 31 3% Hartcliffe 19 2% Henbury 25 3% Hengrove 21 2% Henleaze 40 4% Hillfields 31 3% Horfield 19 2% Kingsweston 26 3% Knowle 32 3% Lawrence Hill 19 2% Lockleaze 23 2% Redland 30 3% St George East 26 3% St George West 21 2% Southmead 14 1% Southville 37 4% Stockwood 28 3% Stoke Bishop 35 4% Westbury on Trym 31 3% Whitchurch Park 23 2% Windmill Hill 28 3% Produced by Consultation, Research and Intelligence. Bristol City Council. April