A day in the life of....

Michael Smith, Digital Access Officer, tells us more about his role…


  • Find out more about Michael Smith's role

I started working as Digital access officer in May 2017 but have been working within the organisation for over 3 years having started in the call centre gaining valuable knowledge of our services.

My role involves assisting residents to access and use digital technology, assisting customers in setting up a new device often given to them as a gift  from family, creating an email, signing up for council services, keeping in contact with family and friends and much more.

 I visit venues around the borough holding drop-in sessions & one to one training, encouraging residents to use technology and gain basic digital skills. When
I started the role, it was just myself but there is now a team of 4 due to the growing demand and support needed within the borough.

The role is very rewarding, having the opportunity to make a real difference to customers lives makes me feel very proud & privileged. 

The Customers I see vary depending on the location, when visiting the rural locations such as Boxted, Langham, West Mersea & Dedham we see and an older generation who may ask for support accessing the internet, keeping in contact with family through social media & ordering food shopping online.

Customers seen in other locations vary in age and support needed, It can vary from assisting with setting up a Council account, ordering recycling,  setting up an email account, using social media, keeping safe online and much more.

One to one support can be booked by calling the Digital access support team on 01206 282452 or email digital.accesssupport@colchester.gov.uk you can also visit the online web page on www.colchester.gov.uk/digitalaccesssupport.