WREXHAM Council is investing more than £400,000 in technology for a fully interactive online service.
The local authority says it is responding to customer demands for contact 24 hours a day, seven days a week.
With more residents than ever accessing its services online, the council is investing in new technology and bidding for further grants for the self-service portal.
Guildhall staff say evidence suggests households which do not shop or pay bills on line can lose on average £560 per year. With Wrexham’s total households amounting to 57,029 at the last census in 2011, that means residents are missing out on just under £32 million extra.
In addition the council can make savings of more than £1m over 10 years if customers embrace the new technology which will provide services 365 days a year.
The council’s website receives more than a million contacts every year but it is mainly requests for information only – with the opportunity for transactions and payments being limited.
The local authority says it is clear customers want to use the website but evidence suggests the quality and availability of online services is inadequate.
New technology will provide a full range of services such as viewing your council tax account, reporting Streetscene issues or requesting a licence.
The changes will also bring significant efficiency savings to the organisation as demands for services rise and the resources available to meet the demands reduce.
Encouraging more customers to use online services, where appropriate, will enable the council to focus telephone calls and face-to-face contact on more vulnerable customers or those with complex needs.
The council says its positive move to digital services is in line with the Welsh Government’s aspiration to make online services in Wales the very best in Europe.
Helen Gerrard, corporate and customer services manager for Wrexham Council, said: “Our customers are telling us they want to be able to deal with the council online in the same way they do with their online banking or supermarket shopping.
“This is an exciting investment which will meet these expectations and ensure Wrexham Council projects a more modern and professional image suitable for the 21st century.”
Council leader Neil Rogers said: “This project has the potential to transform the relationship between the council and its customers, the likes of which we haven’t seen before.
“Our customers expect a similar experience from us as a council as they do from other high street organisations. We want to meet and exceed these expectations.”