Making it easier to access council services
Published: 11/05/2026
Ashford Borough Council is committed to delivering modern, accessible, and effective services for all our residents and local businesses. Following approval from Cabinet Members, our Customer Service, IT & Digital Strategy 2026-28 sets out how we will make services simpler, clearer, more reliable and more inclusive while still offering help for anyone who needs it.
The Customer Service, IT & Digital Strategy builds on the significant progress made in recent years, reflecting the council’s commitment to delivering modern, accessible, and high-quality services for all.
Following a public consultation with our community and stakeholders, we have identified the priorities and opportunities that will shape our digital journey. These have been brought together into five strategic themes that reflect what residents have told us they need most from our services.
The themes below provide a clear and focused structure for our digital transformation.
- Getting Things Done Online
- Keeping You Informed
- Innovation & Future Services
- Skills, Guidance & Inclusion
- Reliable Services & Support
Each theme sets out targeted objectives and actions designed to deliver meaningful, measurable improvements that strengthen customer experience, empower staff, and modernise the council’s digital foundations.
For those who are vulnerable, elderly, or otherwise unable to access digital services, we will maintain and enhance traditional methods of contact, ensuring that everyone in our community can engage with the council in a way that suits their needs.
Our vision is to create a digitally enabled council that puts residents, local businesses, elected members, and staff at the heart of everything we do, with the primary focus being to deliver high quality customer service and positive outcomes for all residents and customers.
Cllr Noel Ovenden, Leader of Ashford Borough Council and Portfolio Holder for Finance & Resource said: “We are committed to making our services easier to use and more responsive. In developing this strategy, we listened to residents about what works, what doesn’t, and their hopes for the future. By collaborating, we can create a modern, inclusive, and innovative approach that serves our community’s needs.”
Visit our dedicated web page for more information on our Customer Service, IT& Digital Strategy.
