By implementing the Recite Me Assistive Toolbar, South Staffordshire District Council have enabled more residents to complete online tasks independently, freeing up capacity to support more vulnerable residents and more complex queries. Rachel Maguire, Digital Adoption Analyst at the council, shares insights into the impact of the toolbar and the results achieved.
A Commitment to Inclusive Digital Services
South Staffordshire District Council is committed to making it easy for residents to connect, offering a variety of contact methods that suit different needs. They focus on providing seamless, accessible experiences across both digital and traditional channels, ensuring no one is left behind.
“Our ethos here is all about making it easy for residents to contact us and for them to contact us in a way that’s convenient for them.”
While the shift to digital services has been a key focus for the public sector, South Staffordshire District Council is clear that they are not forcing residents down digital-only routes. Instead, they are enabling a natural transition by offering multiple high-quality ways to get in touch.
Empowering Residents with the Recite Me Toolbar
By integrating the Recite Me Toolbar into their website, South Staffordshire District Council have removed barriers for residents with disabilities, visual impairments, and those who speak English as a second language. This approach gives people more choice and control over how they engage with the council.
“The Recite Me Toolbar has been amazing to help us support the residents.”
Website visitors can personalise their online experience with features such as text-to-speech, adjustable colour contrast, and translation into multiple languages, making it easier for everyone to access council services.
Delivering Faster Service and Greater Independence
By making the website more usable through the Toolbar, South Staffordshire District Council has enabled more residents to complete high-volume, low-complexity tasks online. This shift has freed up capacity for the council’s team to focus on supporting more vulnerable residents with complex queries via phone and face-to-face services.
“Other channels now have more capacity to support vulnerable residents with more complex queries.”
South Staffordshire District Council regularly welcomes residents to its Community Hub where residents often require assistance with form-filling. Initially, the Recite Me Toolbar was not launched on these forms due to an ongoing project. However, the toolbar has since been implemented and the council has received fantastic feedback, as more residents can now complete forms independently with ease.
“The toolbar has given residents back some independence, allowing them to self-serve and complete tasks online that they previously couldn’t.”
This shift not only enhances efficiency but also ensures that those who need more personalised support can access it without long wait times. By prioritising accessibility, the council is creating a more inclusive and effective service for all residents.
Enhancing Digital Confidence in an Ageing Population
With an ageing population in the district, South Staffordshire District Council find that some residents feel nervous or reluctant about using digital solutions. Online forms, for example, can be daunting. The toolbar has been key in reducing these anxieties.
“The Recite Me Toolbar has been such a huge step forward for us to help break down those digital barriers for our older residents.”
This is helping to build confidence among older residents, making it easier for them to access services without feeling overwhelmed by technology.
Making a Lasting Impact
There’s no doubt about the positive effect of the Recite Me Toolbar. Residents who once struggled to access digital services are now empowered to do so independently. The council has also seen tangible benefits, with a significant uptake in the use of online services, reducing pressure on phone and in-person support channels.
For South Staffordshire District Council, digital accessibility is not just a one-off project – it’s a continuous commitment to inclusion. Whether through supporting ageing residents, helping new communities integrate, or ensuring that residents with disabilities can access services with ease, the council is setting a strong example of how digital transformation can be truly inclusive.
If your organisation is looking to break down digital barriers and make online services more accessible, Recite Me can help. Get in touch today to find out how our solutions can support your accessibility goals.
