A behavioural approach to digital channel shift

A project to drive online take-up of e-forms through MyAccount in two service areas; council tax and waste management. This project focussing on customer engagement, marketing and behaviour change to use existing systems.

Digitalisation

Download the case study: A behavioural approach to digital channel shift

You can hear more from key people involved in the project via the videos below:

Mark Jones, Senior Customer Access Manager, Rochdale Borough Council:

Joanne Osborne, Contact Centre Manager, Rochdale Borough Council:

Asam Jan, Project Manager, Rochdale Borough Council:

Nadeem Arif, Customer Service Manager, Rochdale Borough Council: