West Sussex residents still prefer phone and in-person contact for council services

New research has revealed that residents in West Sussex continue to rely heavily on phone calls and in-person visits to access council services, despite growing efforts to encourage digital engagement.

According to the Local Authority Digital Transformation Index (LADiT), produced by tech firm FourNet, residents in the area are more inclined than the national average to use landlines and mobiles to contact the council. The findings show that 47% are likely to use landlines, while 50% use mobile phones for council-related enquiries.

The LADiT Index combines data from the latest census with customer experience analysis to assess how people in each UK local authority area prefer to engage with services. In West Sussex, 77% are likely to use email, while 37% still favour in-person visits. Social media usage is growing, especially among younger residents, with 50% indicating a preference for TikTok and 44% for Snapchat—reflecting a local population where just over half are aged 45 or under.

The data highlights the importance of investing in diverse communication channels to serve different demographics. The analysis aims to help councils like West Sussex County Council plan future digital infrastructure more effectively, particularly in the context of national moves towards streamlined local government structures.