Commission launches consultation into digital services

08 Dec 2016 News

The Charity Commission has launched a consultation into its digital services to assess areas for improvement and feedback on additions that could improve the overall user experience.

In a statement today to accompany the survey, Jane Adderley, head of first contact at the Charity Commission, said the move 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,” she said.

But she said the regulator recognises that not everyone has access to online services or the “necessary skills to engage with us digitally”.

“We are undertaking further work in this area to ensure trustees are supported in the move to a more digital future,” she said.

A statement from the regulator said its digital vision aimed to “protect the integrity of the register of charities and public confidence in charities” by providing customers with simple and easy to use services and enable the Commission to effectively regulate and reach trustees.

The survey will stay open for 6 weeks, closing at 5pm on Wednesday 18 January.

Today’s announcement is part of a wider effort by the Commission to improve digital services. The regulator launched a new annual return form in June, following a consultation on its digital accounts last October.

It also forms part of a wider programme of work on user engagement – including several workshops on digital services in London and Birmingham later this month.


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