We want to make our digital services more accessible, efficient, and user-friendly for our citizens and communities.
The work we have planned as part of the Digital Strategy includes:
- Adding more services to CardiffGov mobile app and Cardiff Council website.
- Training our chatbot to answer more of your questions.
- A new website that is easier to use and will work better on mobiles and tablets.
- Plans for community language web chat and video call options.
- Supporting citizens to learn digital skills.
- Tackling digital exclusion in the city.
Find out about our work in this area
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Plans for BOBi (chatbot)
Our team is developing plans to upgrade BOBi, our digital assistant, to a generative AI model with full bilingual support. This will allow BOBi to respond more naturally and intelligently in both Welsh and English – making it easier for everyone to get quick, helpful answers in their preferred language.
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Benefits and Council Tax online
Enhancing our revenues and benefits system will allow citizens to view their housing benefit and council tax reduction information online. This development will make it easier for residents to access important financial details quickly and securely—reducing the need to call or visit in person and improving overall convenience.
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Reliable mobile coverage
We are continuing to work with mobile network operators to make sure Cardiff has consistent and reliable mobile coverage even during busy times. Whether it’s a major event or a peak travel period, we want residents, workers, and visitors to stay connected without disruption.
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Offering video calls
Adding video call functionality to webchat will reduce the need for in-person meetings and make it easier for citizens to access support from wherever they are. This approach improves accessibility, offers more flexibility, and helps deliver quicker, more personal service.
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Connectivity at council buildings
We’re delivering free-for-life broadband connections to 15 public council buildings across Cardiff. This will give residents easy access to fast and stable internet. Whether you are visiting for support, attending events, or simply need to get online. It’s part of our commitment to digital inclusion and making connectivity available to everyone.
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Web chats in community language
Piloting web chat in community languages across housing, the advice line, finance, and debt control will help make our services more accessible to residents who speak languages other than English or Welsh. This approach supports clearer communication, faster support, and a more inclusive experience for all users.
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Local broadband project
We are completing the delivery of the local broadband project to improve connectivity across Cardiff. This means faster, more reliable internet access for homes, businesses, and community spaces—helping more people get online and stay connected to the services and opportunities that matter.
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Public engagement
We are expanding our engagement efforts within the community by working closely with our public-facing teams. Through direct conversations and outreach, we aim to better understand the needs of our users and the barriers they face when accessing digital services. These insights will help us design more inclusive, effective solutions that truly reflect the experiences of Cardiff’s diverse communities.
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Digital services in Welsh
We are working with Bilingual Cardiff to make sure our digital services are available in Welsh for everyone who needs them. Whether you live in Cardiff, work here, or are just visiting. Our platforms will continue to meet all relevant Welsh Language Standards, ensuring that Welsh speakers can access services confidently and comfortably in their preferred language.
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Online payments
We are exploring new e-commerce opportunities across our websites and digital platforms to make it easier for citizens to pay for services, book activities, and purchase council-related products online. By identifying and implementing these options, we’ll offer more convenient, secure, and user-friendly ways for people to interact with the council.
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Planning a customer account
We’re developing plans for a single customer account that will make it easier for residents to access the services that matter most to them. With one secure sign-in, citizens will be able to manage their interactions with the council in one place. This will save time and create a more personalised, seamless experience.
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A smarter chatbot
We are evolving our chat services by moving from traditional tools to generative AI, making interactions smarter and more responsive. For simpler tasks, we’ll also introduce agentive AI—automated support that can take action on behalf of users. These changes will help citizens get faster, more accurate help, while freeing up staff to focus on more complex needs.
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Digital inclusion
We’re developing plans to deliver on the pledges we have made in the Digital Inclusion Charter (CWPAS). This means taking real steps to make sure everyone in Cardiff has the skills, tools, and support they need to get online and stay connected. By working with partners and communities, we’re helping to close the digital divide and make digital services accessible to all.
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Designing for everyone
We’re working with accessibility partners to make sure our digital platforms meet legal standards and are inclusive for everyone. By increasing compliance with accessibility legislation, we’re helping to ensure that all residents can access and use our online services with confidence.
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Progress update
We’ll be producing a mid-strategy statement to share our progress so far. This update will highlight what’s been achieved, what’s in motion, and where we are heading next It will give citizens and stakeholders a view of how our digital strategy is delivering change across Cardiff.
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Technical support
Working with public-facing teams across the council to create practical resources that help residents adapt their devices and access digital services. Whether it’s adjusting settings for better accessibility or learning how to use online tools, these resources will make it easier for everyone to get connected and stay informed.
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More offline support
Giving our customer service teams visibility of digital interactions means they can step in and help when things don’t go as expected. With access to the right information, staff can quickly understand what’s happened, offer support, and get things back on track – making the experience smoother and more reassuring for citizens.
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Maintaining standards
We’re setting clear standards for how we develop digital services. These will guide our work across design, usability, accessibility, and brand identity. We want to make sure every service we create is consistent, user-friendly, and inclusive.
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App notifications
We’re expanding the use of notifications within our mobile app so citizens can stay informed about the progress of their service requests. These updates will help users feel more connected and in control. Providing timely information, reducing uncertainty.
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Understanding user experience
We are reviewing how our digital platforms perform to make sure they meet your needs. By identifying any points of failure and understanding where users face challenges, we can improve the customer journey from start to finish. This helps us create smoother, more reliable online experiences that work better for everyone.
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Improving user experience
Our focus is on improving every step of the customer journey to deliver an excellent user experience. By designing with mobile users in mind from the start, we’re making sure our digital services are easy to use, responsive, and accessible wherever and whenever people need them.
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Helping people get online
We want more people to benefit from our digital services. That’s why we’re increasing promotion, offering training, and engaging directly with communities to raise awareness and build confidence. By helping residents understand what’s available and how to use it, we’re making it easier for everyone to get things done online – quickly, securely, and in their own time.
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Developing the customer account
We aim to keep working on a customer account, which will integrate with all our online services. This means residents will be able to manage everything in one place. Making it easier to access information, complete tasks, and get support through a seamless self-serve experience.
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Refreshed website
We will complete the move to a new content management system for our website. This upgrade will make it easier for us to keep content accurate, accessible, and up to date, so you can find what you need quickly and easily.
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A user testing panel
We are developing a digital engagement plan that puts our customers at the centre. We’ll be asking for your feedback and setting up a user testing panel that reflects the diversity of our communities. By working with people from all backgrounds, we can make sure our services are inclusive, accessible, and shaped by the people who use them.
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Exploring e-commerce on our council websites
We are looking at ways to add more e-commerce features to our council websites. This could make it easier for people to pay for services, book facilities, or buy permits online. Our aim is to improve convenience and access to council services, where possible.
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A customer account
We are working on plans to make it easier for citizens to manage all council interactions in one place. Building a customer account will allow citizens to find out the status of the reports or requests made to the council and what we are doing in response. This will not be easy as we have so many different systems to work with, but we are committed to making this a better experience for our citizens.
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A new website platform
A new website platform We are looking at options for a new system to build our main website. The technology we have is getting old and we need to upgrade. We want to do this as cost effectively as possible and make sure the site is going to be adaptable to changes so that citizens and easily access council services online.