When choosing a service transformation solution, Leeds City Council were looking for two things:
- integration with three existing systems
- and an improvement to the good quality of services that was already being provided.
The council’s new service, which allows citizens to apply for council tax and housing benefit online, received the first e-form within nine minutes of going live. Four months later, it had 79% take up of the digital service which means that the online forms reduced workload, storage space and time staff spend on routine applications, allowing them to focus on the more complex cases and assisting those citizens with greater needs.
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