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%).
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’.
11% 81% 7% 0% 20% 40% 60% 80% 100%
No Yes, through fixed
broadband
Yes, through a m obile device
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?
Frequency Percent
Base 965 100%
No 110 11%
Yes, through fixed broadband
784 81%
Yes, through a mobile device
71 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 ….
Frequency Percent
Base 969 100%
Try to report the incident immediately 141 15% Ignore the rubbish and expect the council
already knew about it 285 29%
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?
Frequency Percent
Base 681 100%
Go to a Customer Service Point and talk to someone in person
46 7%
Telephone the council call centre 348 51%
Use the council website and complete and online form 287 42% 7% 51% 42% 0% 20% 40% 60% 80% 100% Go to a Customer Service Point and talk to someone in person
Telephone the council call centre
Use the council website and complete and
online form
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? Frequency Percent Base 965 100% Yes 649 67% No 191 20% Don't know 125 13% 67% 20% 13% 0% 20% 40% 60% 80% 100%
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?
Frequency Percent
Base 971 100%
Go to a Customer Service Point and talk to someone
in person 153 16%
Telephone the council call centre 294 30%
Use the council website 524 54%
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?
Frequency Percent
Base 524 100%
It allows me to find information at a time convenient to me, at any time of day
503 96%
I can find the information I want without needing to talk to anyone
324 62%
I find it hard to get through to someone when I phone
199 38%
I find it hard to know which number to call, as there are so many
187 36%
I have to wait too long if I go to a Customer Service Point
141 27%
I prefer to carry out transactions online 250 48% I think I will get passed around between
departments if I phone
174 33%
There is an automated telephone answering system and I don’t like it
180 34%
It means I don’t have to complete a lengthy paper form and post it
255 49% Other 11 2% 16% 30% 54% 0% 20% 40% 60% 80% 100% Go to a Customer Service Point and talk to someone in
person
Telephone the council call centre
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?
If you prefer not to use the website why is this?
Frequency Percent
Base 429 100%
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 335 78%
I find it difficult to find the information I need on the website
115 27%
I didn't realise I could apply for services using forms on the website
24 6%
I normally need help when using the website so have to call anyway
40 9%
I can normally find the information I need quickly using the automated telephone system
42 10%
I do not trust that the information I enter on the website is safe
51 12%
I end up calling to check on progress anyway so simpler just to call
95 22%
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.
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?
If you do not have a computer connected to the internet, would you consider using one
somewhere else to access council services online?
Frequency Percent
Base 85 100%
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%)
If you are not confident using the internet would you consider attending a training session to help you use it……
Frequency Percent
Base 73 100%
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%).
I would use the website more regularly if there was online help from someone e.g. “web chat”, “call me” buttons
Frequency Percent Base 938 100% Strongly disagree 65 7% Disagree 181 19% Neither agree or disagree 278 30% Agree 206 22% Strongly agree 143 15% 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 Frequency Percent Base 946 100% Strongly disagree 101 11% Disagree 190 20% Neither agree or disagree 164 17% Agree 344 36% Strongly agree 129 14% Not applicable 21 2%
50%agree that they would be willing to use automated telephone answering services when contacting the council. 31% disagree.
I would be willing to apply for or buy council services online e.g. Adults and Older
People's Social Care
Frequency Percent Base 933 100% Strongly disagree 73 8% Disagree 103 11% Neither agree or disagree 186 20% Agree 301 32% Strongly agree 150 16% Not applicable 127 14%
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
Frequency Percent Base 938 100% Strongly disagree 81 9% Disagree 125 13% Neither agree or disagree 93 10% Agree 303 32% Strongly agree 261 28% 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.
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’.
Demographics
Gender Frequency Percent Base 993 100% Male 460 46% Female 533 54% Age Group Frequency Percent Base 995 100% 16 - 19 26 3% 20 - 24 29 3% 25 - 34 133 13% 35 - 44 179 18% 45 - 54 183 18% 55 - 64 188 19% 65 - 74 173 17% 75+ 84 8% Ethnic origin Frequency Percent Base 970 100% White British 863 89% White Irish 11 1% White Polish 10 1% White Gypsy/Traveller 1 0%Any other white background
36 4%
Black or minority ethnic group
49 5%
Long term illness or disability Frequency Percent Base 1002 100%
Yes 164 16%
Ward Frequency Percent Base 963 100% 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%
