The Strategy and Resources Policy Development Committee was scheduled to meet to elect a chair and vice-chair for the 2025/26 municipal year. Councillors were also expected to receive an update from the Overview and Scrutiny Committee. A presentation on the Redbridge Council website and web content was also scheduled, as part of an ongoing investigation into improving customer satisfaction.

Customer Satisfaction and the Customer Front Door Programme

The committee was scheduled to receive presentations on the London Borough of Redbridge (LBR) website and web content, as part of an ongoing investigation to improve customer satisfaction.

The presentation was scheduled to cover:

• An overview of the transformed Redbridge Website, which aims to provide a modern, customer-focused, personalised online service to residents, with a planned launch in July/August 2025.
• A broader vision for a Redbridge App, which would provide a personalised online service for all Redbridge customers, including members, staff, partners and visitors.
• How the transformed website could change the way the council engages with customers, improving interactions and reducing demand on human administration and process management.
• The importance of high-quality content and services on the website, with a focus on establishing the roles of content owners, product owners, and a corporate publication service.

The presentation also included a demo of the website's look and feel, highlighting key features such as the new intelligent search.

The presentation stated that the transformed website is the first step towards a broader vision, where all customers have an account for council services, and any service that can be digitised, automated, or joined-up is available in the Redbridge App.

The presentation outlined the transformation of the customer experience, from using a laptop to manually navigate various systems to using a digital device to access the Redbridge App, which would know the user's roles and provide personalised assistance.

The presentation included a roadmap for the Redbridge Website transformation, outlining key deliverables and features, such as:

• Website platform (content management)
• Homepage development
• Workflow automation
• Microsite integrations
• Business onboarding
• Redbridge Account Space MVP¹
• Redbridge Data Platform Integration
• eForms
• AI Intelligent Search

The presentation also highlighted the need for service leaders to confirm content owners and product owners, and for corporate leadership to establish a corporate publication service and process.

The presentation concluded with a summary of the key points, including the vision for the Redbridge App, the importance of high-quality content and services, and the rolling programme of digitising services.

The presentation asked for suggestions for naming the Redbridge App.

The presentation also included a section on frequently asked questions (FAQs), covering topics such as:

• Whether the transformed website can push messages
• Central control of content and centralised publishing
• How to keep content up to date
• How to drive service engagement
• What about the digitally excluded?
• Build or buy – are we building stuff that we could just buy off the shelves?
• What are the minimum things we need in a product before we could release to market?
• What are microsites and why do we have them?
• Redbridge Website AI – Phase I The MVP Minimum Viable Product?
• Web Apps vs Native Apps

The presentation included screenshots of the Redbridge homepage, the report function, the Redbridge Account, transactions, messages, and the My Neighbourhood section. It also showed the old search function and the new AI search function.

The presentation included a slide outlining the council's approach to measuring the impact of content changes, including web analytics, search analytics, GovMetric feedback, and call data.