Customer Service, IT & Digital Strategy Consultation 2026-29
Published: 21/11/2025
Ashford Borough Council is committed to delivering modern, accessible, and effective services for all our residents and local businesses. We have launched a public consultation to help shape the future of customer service and digital provision across the borough.
Why are we consulting?
We want to ensure that our Customer Service, IT and Digital Strategy reflects the real needs and priorities of the people and businesses we serve. Your feedback will help us understand what works well, where improvements are needed, and how we can make our services more inclusive and accessible for everyone.
What will the consultation cover?
The consultation will ask for your views on:
- The accessibility and effectiveness of current council service channels (such as telephone, face-to-face, website, and app)
- How well our digital services meet the needs of residents and businesses
- Barriers to digital inclusion in our community and how we can address them
- Opportunities and concerns around the use of new technologies, including Artificial Intelligence (AI), in council services
- Any further digital opportunities or ideas you would like us to consider
When and how can you take part?
The digital strategy consultation is available now and will be open for six weeks through our dedicated consultation portal.
During this period, we encourage all residents and local businesses to share their views and help shape the direction of our digital and customer service strategy before the consultation closes at 5pm on Wednesday 31 December 2025.
Cllr Noel Ovenden, Leader of the Council and Portfolio Holder for ICT and Digital Services, said: “Making our services easier to access and more responsive is a key priority for us.
This consultation is an important chance for residents and businesses to tell us what works, what doesn’t, and what they want to see in the future. By working together, we can shape a modern, inclusive and innovative approach that meets the needs of our community.”
For more information visit our digital strategy web page.
