High Peak and Staffordshire Moorlands’ plan for digitising their services had five key points:

  • Implementation of three new websites
  • Introduction of risk-based verification (RBV) for housing benefits and council tax reductions
  • Elimination of paper claim forms
  • Setting up a new citizen portal
  • Retiring the legacy CRM system

Since they transformed their services, calls have reduced by almost 50% and there has been a 39% reduction in visits to their council offices. This has meant greater efficiencies for both councils and a better user experience for their citizens.

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