• No clear roadmap, milestones, targets set for implementation, ways to measure success.
• No details of how the aims and objectives will be met and how this will impact residents.

A roadmap for the Digital Strategy will be published and we will report on progress and updates via the Digital Hub and our blog posts throughout the year.

 All associated actions are reported against at relevant boards and within individual plans and strategies across the Council.

• Where will costs be coming from? Will there be an increase in Council Tax because of this? Some of the services you provide are already under funded.

• Does this mean that fewer services will be available in real life and will this affect jobs
• A strong emphasis on customer first is needed.
• Council services, information and advice should be equitable and able to be accessed offline as well as online.

No, our services will continue to be designed and delivered based on customer needs.

Our aim is to ensure that services which can be online are accessible online, whilst ensuring that other channels will be available for people where these are needed.

• Where can I find examples of the Council’s progress?

We will continue to develop our Digital Blog, Digital Hub, and Digital Strategy pages ensuring that progress against the aims are published.

• The use of data is very important to ensure a continuous improvement approach to the services provided.

This will be reflected in our forward work programmes and fed into service design where it can be

• What about people who are not able to access digital or online services?
• I feel you should ensure that local "council contact hubs" are a permanent fixture for those people who cannot afford to purchase computers and pay for broadband services, and those who prefer to have a minimal internet footprint.
• How will people with limited skills be supported to access digital services and will training be provided?

Digital Inclusion is a new wrap-around theme within the revised strategy and will ensure customers are at the heart of how we deliver services.

We will continue to support our customers, providing access to digital services, devices, data and training within our communities via Connects Centres and in partnership with other organisations such as our libraries and other information services to ensure support is available to those who need it.

• Some issues, questions and concerns are personal and complex
• An online platform may not be able to address these or be the right approach.
• Residents still need to be able to access knowledgeable staff.

Ensuring that the user is at the centre of our service design will help us to design our services in the best and most appropriate.

The nature of the services we provide cover a large spectrum and a key principle of our digital strategy is that services which can be accessible online will be, whilst ensuring that appropriate channels are available dependent on user needs. 

• Digital contact can be efficient, but can also effectively isolate if they have a built in dead end, i.e. if the reasons for contact are not included or covered sufficiently and there is no clear, alternative route. Frustration in this respect can lead to feelings of isolation from services or help.

Service design is key - by putting our users at the centre of how we design our digital services and using the data we have to help shape these, we aim to ensure that digital transactions are simple, clear and efficient.

Our contact centre remains open to support our customers and we aim to continually improve our online service provision. Feedback is always welcome and will help inform future developments – digital.flintshire@flintshire.gov.uk

• Great to see this happening but the infrastructure in terms of bandwidth and reliability of ISP's must be available as a priority.
• The plan is absolutely vital - not only for service users, but for retaining employees in the new work-from-home era and ensuring our local authority is not left behind. The pandemic has enormously accelerated the need and motivation for this infrastructure development.

Whilst digital Connectivity is the responsibility of the UK Government and private sector, we will continue to take advantage of every opportunity that arises to make use of resources which will accelerate or complement improvements to connectivity above the baseline that these bodies have planned.

We have recently completed our LFFN programme and further investment is planned via North Wales Growth Deal funding and via the UK Government Shared Prosperity Fund.

• Welsh should be used as much as English.

All of our digital services will be developed bilingually from the outset- this is a key principle of our service design.

• An enhanced digital offer in Flintshire is critical for residents to access the services that can support them.
• The way services are accessed online shouldn’t be more difficult than traditional methods.
• Digital services should be secure, easy to access and easy to use.

We aim for our digital services to be simple, secure and convenient.

These are key principles in how we develop our digital services and the feedback we have received about our current online provision will be addressed with work being planned to continually develop our online service provision, ensuring these are accessible, easy-to-use and have the customers needs at heart.

• I would like to see information on current interruptions to local services e.g. non-collection of bins, and perhaps even road closures etc.
• Will the web site be updated at times of need, i.e. when unusual events occur. e.g. snow fall, school closures.

We will continue to work to ensure that our website content is as up-to-date and relevant as possible and develop our social media channels to ensure that our residents are able to see up-to-date information online.

• I think everyone should have access to digital services and devices but not necessarily free. 
• How can you determine who is more worthy than the other to get such free services? Even people with jobs and what would seem to be a good salary are struggling nowadays.

Our Connects Centres are accessible to all of our residents and will provide advice, support and assistance to those who wish to get online, whether this is in relation to training and skills, helping with device access or internet access schemes etc.

We are working closely with partners and joining initiatives such as the National Databank and developing online centres to ensure access is possible for all.

• Accessible training is key for those already being left behind.
• There should be mandatory training for all staff who work with and provide care/support/assistance to people

Digital skills and training are key areas across multiple themes within the strategy. We will continue to work with our partners to ensure that our residents are able to access training and are supported to get online.

We are developing a Digital Volunteers programme, supporting others to use technology, as well as working with our partners such as Digital Communities Wales and Coleg Cambria to further develop these skills

• Schools should provide children with a tablet/laptop for homeworking, not just the families who are on benefits.  With home-schooling, parents had to buy tablets, printers etc. in order to do the school work and some are schools still are doing this for homework.

• How secure is “the cloud” and what sort of information will be stored there?
• How will information be backed-up?

Security of our systems and Information is vital to our ongoing service continuity and the confidence of our customers in engaging with us digitally. Any cloud service we employ is subject to a rigorous assessment with security considerations at its core. These assessments are based on National Cyber Security Centre (NCSC) best practice guidance. In addition, any new services we introduce are subject to a Data Protection Impact Assessment. 

• What happens if the IT or systems fail? You need a robust system and back up plan so that downtime, whatever the reason, will not adversely impact residents or staff.