Self-service delivers channel shift in revenues

Created By:  thumbnail 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