Self-service delivers channel shift in revenues
Created By:
Guy Head
Guy Head
Last updated:
04 Mar 2024
Case study
These two councils aimed to integrate forms and back office systems to allow Revenues and Benefits customers to self-serve. This forms part of our Digital Channel Shift Programme.
Category:
Change approach » Service focus
Change approach » Customer focus
Characteristics » Use of data and intelligence
Characteristics » Use of digital and technology
Critical success factors » Getting the best from staff
Data maturity » Culture and structure
Data maturity » Leadership and strategy
Data maturity » Skills and capability
Data maturity » Systems and tools