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Charity Commission surveys customers on digital services



Organisation sees potential for more self-service and tailored content, and wants users’ views on what could work

The Charity Commission has launched a customer survey on its digital services, aiming to use the feedback in making changes and developing more services.

The survey will be open for six weeks until 18 January and includes questions on users’ priorities when speaking with the Commission and their preferred methods of communication.

Jane Adderley, head of first contact at the Charity Commission, said: “Moving to digital brings a number of benefits including greater ability for charities to self-serve, the delivery of tailored content, and a faster service when charities do need to contact us.

“User feedback and input is very valuable as we continue on our digital transformation journey and this survey will be a key tool to help us understand customers’ needs and preferences going forward.

“We also recognise that not everyone has access to online services or the necessary skills to engage with us digitally and are undertaking further work in this area to ensure trustees are supported in the move to a more digital future.”

The commission has been moving towards a ‘digital by default’ approach with a number of projects, including the development of a new search function, the onging development of digital accounts and an online registration service that is currently in beta.

This is part of a wider programme of work on user engagement and research. The Commission will be hosting two user workshops on its digital services, today in London and on 14 December in Birmingham.

Image from GOV.UK, Open Government Licence v3.0

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