Colchester City Council has launched two new plans for 2025 – 2028, shaped by feedback from our Residents’ Panel, staff, and community partners. The Customer Strategy and Digital Strategy set out how we’ll make council services easier to use, more accessible, and more responsive – whether you choose to connect online, by phone, or in person.
The Customer Strategy focuses on creating joined-up services that work for everyone. Alongside it, the Digital Strategy explains how secure, modern technology will support this vision – using data to improve services and keeping your trust at the heart of every change.
Cllr David King, Leader of the Council, said: “We’ve heard clearly from our residents that while our staff are helpful and committed, the systems and processes behind our services need to improve. These strategies are about fixing the basics and making sure people feel supported and valued every time they contact the council, whether that’s online, over the phone or in person.”
What’s Changing and How It Helps You
• We’re creating a new council website that makes it easier to find information and get things done online – like paying bills or reporting issues. Some elements of the new website are already live, find out more here: Blog | Colchester City Council.
• We’ll use information to understand what residents need, improve services, and make them more personalised and helpful.
• Every change we make will keep your data safe and our systems secure, so you can trust the services you use.
• We’re teaming up with other councils in Essex to share ideas and resources, so we can offer better digital services across the county.
• Not everyone can or wants to go online. We’re reviewing in-person services and working with local partners to help residents who need extra support.
• We’ve introduced a new phone system to cut waiting times, offer call-backs, and link up with online services for a smoother experience.
These plans also prepare Colchester for Local Government Reorganisation (LGR), ensuring services stay reliable and technology is secure and resilient – so the transition to a new unitary authority is as smooth and seamless as possible.
Cllr Chris Pearson, Portfolio Holder for Economic Growth, Transformation and Digital, added: “This isn’t about big promises – it’s about practical improvements that make a real difference. Whether it’s reporting a missed bin collection, paying council tax, or getting help with housing, we want every interaction to be straightforward and respectful. Our digital strategy ensures the technology behind our services is secure, inclusive and future-ready. We want to maximise the value of existing technology while investing in upskilling – for both residents and council staff – to ensure everyone can confidently access and benefit from our services.”