The authority, which provides more than 200 services, wants to make it simpler for people to get help and reach the right department without being passed between different teams.
Cabinet members will be given an update on the council’s wider transformation programme when they meet on Thursday 8 October.
An internal review has examined how residents find information and navigate the council, particularly when they need support involving several different departments.
The resulting four-year programme is intended to make routine tasks easier to complete online, while retaining telephone and face-to-face services for people who need or prefer them.
Council bosses also want residents to receive clearer information about who is dealing with an enquiry, what will happen next and when they should expect a response.
The changes come as the authority attempts to balance growing demand for services with continuing financial pressures.
Councillor Keith Williams, Cabinet Member for Finance, Recovery and Transformation, said:
“Our ambition is to improve services and outcomes for residents, help people get support earlier and make better use of technology, data and the resources we have.
“This is particularly important at a time when councils are facing growing demand and significant financial pressures.
“By changing how we work and making the best use of every pound we spend, we can better manage the Council’s finances while delivering real value for residents.”
Part of the approach involves intervening earlier when people need help, in an attempt to prevent problems becoming more serious.
Community Hubs at Park Library, The Meadows and Central Library are already bringing council services and partner organisations together, giving residents access to advice and support closer to where they live.
Councillor Matt Hinton, Cabinet Member for Community Engagement, Safety and Services, said:
“When you contact the Council, getting the help you need should be quick and easy.
“You should be able to get clear information, speak to the right person and know what happens next, without having to chase different departments or explain your situation several times.
“It is our job to make our services work together around your needs. You shouldn’t have to understand how the Council is organised to get something sorted.”
Residents are also being invited to help shape the changes through a new Resident Design Network.
The council particularly wants to hear from people who use different methods to contact the authority, those who struggle with digital services and residents with accessibility or communication needs.
Cllr Hinton added:
“Getting this right starts with listening to the people who use our services.
“We want residents involved throughout, helping us understand what needs to improve and testing whether the changes we make actually make life easier.”
The progress of the transformation programme will be considered by Cabinet on Thursday 8 October.
