New citizen feedback arriving
“Couldn’t finish the online form”
Website
Post-service survey, email
G
Consultation response, web
AI reads it in seconds
Theme: online forms
Negative
Online forms, planning portal
265 mentions and rising
Act first
Owned, fixed, proven
DT
Case #2291, assigned to digital team
Open
Resolved
Form simplified and relaunched, loop closed
CSAT +0.7
online services, in 6 weeks