My Islington survey results

Thank you to everyone who took part in our survey about the new customer account, My Islington. We have over 35,000 active accounts now on the My Islington site. In the post-launch survey, we received 68 submissions for our survey (0.2% of account users).

We acknowledge that most of those choosing to respond to the survey and provide feedback had a negative experience in using the new My Islington service. Your feedback has been extremely valuable and allowed us to make improvements across the site and to the services provided there. We have outlined the survey findings and the actions we’ve taken and are taking in future to address the points raised.

Findings

How would you rate your overall experience of using My Islington?

• 4.4% said very good
• 20.6% said neutral
• 25% said poor
• 50% said very poor

How did you access My Islington?

• 79% said laptop or desktop computer
• 16.2% said mobile
• 4.4% said tablet

How easy was it to set up a My Islington account?

• 17.6% said very easy
• 22.1% said easy
• 33.8% said neutral (neither hard nor easy)
• 11.8% said hard
• 14.7% said very hard

Were you able to see your council tax details in My Islington?

• 58.8% said no
• 41.2% said yes

Please tell us a bit more about why you couldn’t do what you needed to. This will help us understand how we can make this better.

We had 38 responses to this question. Sentiment was:

• 86.8% negative
• 13.2% neutral

Feedback is categorised as follows:

• 17 mentions about problems adding or managing council tax details
• 8 mentions about My Islington usability problems
• 5 mentions about problems with rubbish, recycling and street services in My Islington
• 3 mentions about the number of customer accounts being too many
• 5 respondents left ambiguous feedback.

How would you prefer to access council services in the future?

• 66.2% said online
• 14.7% said email
• 8.8% said other
• 5.9% said phone
• 4.4% said face to face

Of those who chose other, they said:

• Post (2 respondents)
• It depends on the service and the circumstances (2 respondents)
• People should have more than one choice (1 respondent)

Please share any other thoughts, observations or comments about your experience

We had 58 responses to this question. Sentiment was:

• 91.4% negative
• 6.9% neutral
• 1.7% positive

Feedback is categorised as follows:

• 23 mentions about problems adding or managing council tax details
• 17 mentions about My Islington usability problems
• 9 mentions about the number of customer accounts being too many
• 8 are about problems with rubbish, recycling and street services in My Islington
• 10 respondents left ambiguous feedback.

What we’re doing next

• We have contacted those who provided their details to ensure that any specific issues have been resolved. If you are experiencing issues with My Islington, please use our website feedback form and provide your email address.
• We have overhauled your council tax account to allow you to change your direct debit details, make a payment, change your paperless billing preferences and see your discounts for the year.
• We have a plan to migrate all of the services from My eAccount to My Islington so that you have less customer accounts to manage. We are also looking to implement the ability to single sign on into other portals such as parking, housing and others where we can do so.
• We are changing the seven-digit online council tax account number shown to reflect the eight-digit council tax number provided on your bills so that there is no ambiguity when completing forms. We have added text whilst we fix this issue to direct residents to view their bills online to view their council tax number.
• We have resolved the issue for users where on some devices you could not view your council tax documents. Now the document will always be able to be downloaded.
• We are looking to make the way you link your council tax accounts to your My Islington account easier by changing the security question “last transaction amount” to “latest payment made on the account”. This means those who have discounts applied to their account will have more clarity on what amount we are asking for to link their account.
• We have added more buttons to the council tax pages so you can easily pay your council tax, get money off your bill and more so that residents can manage their council tax accounts.
• We will be providing new council tax older person discount and apply for a refund forms through My Islington so you can track more of your requests through your account.
• We will be providing a services page dedicated to forms residents want to use through My Islington.
• We have provided a new way for users to request new containers or bins which has allowed residents to easily request services after setting their address using an address finder.
• We are working to provide more services through My Islington and Love Clean Streets so that you can order bulky waste collections and other paid for services which require a booking.
• We are continually looking at ways we can improve My Islington. We will continue to keep you informed of what we are doing next through consultations on Let’s Talk. We also plan to invite those who provided their contact details to user experience workshops in the future so we can hear your thoughts and make sure we provide the services you need.