All web standards are mandatory for web pages on the Surrey County Council website, Our Surrey and microsites.
Help people to self-serve first
The primary purpose of web content is to help residents complete tasks and find answers without needing to contact us.
When creating or updating content, make sure your webpage:
- answers common questions
- explains what users need to do
- links to any relevant forms, services and online transactions so people can complete their task online
- doesn't encourage unnecessary calls and emails
Good web content should enable most users to resolve their enquiry online.
Contact information
Some users will still need to contact us, particularly:
- people with accessibility needs
- people who cannot access digital services
- people with complex or unusual circumstances
- users whose enquiry cannot be resolved online
Where contact is necessary, link users to the relevant contact page, where they can find the most up-to-date phone number, email address, and alternative contact methods.
This approach:
- helps us understand which webpages generate contact demand
- ensures contact information is in one place and can be kept up to date
- reduces the risk of outdated phone numbers appearing across the website
- provides users with a full range of contact options, including accessibility support where available
Including phone number and email addresses directly on pages
If there is a strong business reason to include contact details directly on a service webpage, you can add:
- phone numbers and email addresses for external organisations (for example if you are directing customers to a service that we don't provide ourselves). Do consider linking to their contact page instead though - it's more likely to remain up-to-date and offer additional contact methods.
- SCC team email addresses - these provide continuity and are not reliant on individuals' availability (but do consider if the details could be added to a contact page instead).
You must not add:
- any SCC phone numbers - link to the relevant contact page instead.
- any individual staff email addresses - these go out of date and cannot reliably be monitored when staff are unavailable.
If you feel there is good reason for an individual telephone number or email address to be published on your webpage, contact Web and Digital Services.
Your request will be passed on to the Head of Customer Services for consideration.
Online forms and feedback
Where possible, direct users to:
- online transactions
- online enquiry forms
- feedback forms
Online forms allow requests to be routed efficiently and can be submitted outside normal office hours.
Why this standard exists
People come to the website to complete tasks and get answers. Providing clear information and online services helps users achieve their goal quickly without needing to contact the council.
When contact is required, directing users to a dedicated contact page ensures they have access to the latest contact details and all available support channels.
Linking to contact pages rather than publishing phone numbers allows us to better understand which webpages are generating calls and enquiries.
This information helps us improve content, reduce avoidable contact and prioritise service improvements.
Keeping contact details in one place makes them easier to maintain, reduces duplication and lowers the risk of outdated information being published.
Not everyone can use online services. Some residents may need to speak to someone directly or use alternative channels.
Contact pages can provide telephone, email and accessibility options in a single, consistent location.