Customer Services and Digital Strategy: have your say

Customer Services and Digital Strategy: have your say
08 October 2021

A consultation is underway on the council’s new Customer Services and Digital Strategy.

The strategy covers 2021-2024 and sets out the council’s vision for excellent customer services that are easy for people to use and provide value for money.

The consultation runs until Sunday 31 October 2021. Full details, as well as a short survey, can be found at

Councillor Scott Durham, Cabinet member for Resources, said: ““I would urge as many people as possible to have their say by completing the survey. The way people want to do business with us is changing, and we have to respond to that. More services are being made available through our website, and services will continue to move online. The Customer Services and Digital Strategy explains how we will deliver our services digitally over the coming years.

“While we promote the shift to digital channels as a way to deliver effective, value for money services for the people of Darlington, we must also make sure no one is left behind. That is why there is a big focus in the strategy document on digital exclusion – exploring some of the reasons some people can’t or don’t want to use the internet to access council services.”

Printed copies of both the strategy document and the survey are available from Customer Services at the Town Hall. They can be collected from staff at the door, or completed at the centre if you have an appointment. The centre is currently open from 9am to 4pm on Mondays, Tuesdays, Wednesdays and Fridays; and from 9.30am to 4pm on Thursdays.

Completed printed surveys can also be returned to the Town Hall in person, or posted to Customer Services Consultation, Darlington Borough Council, Town Hall, Feethams, Darlington DL1 5QT.

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