Recognising contact handled by its Revenues and Benefits service was mainly phone or face-to-face, and related to basic account enquiries or changes of circumstances, Newcastle-under-Lyme developed a customer portal for council tax and business rates, providing greater convenience for residents and reducing costs. This case study forms part of our digital experts resource.
The service has been redesigned as ‘digital first' and the solution integrates both to the council website and its back-office software.
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Darren talks about rolling-out a Citizen Access Portal giving residents a self-service option for managing their council tax, and the beneifts to residents and the council.
Kelvin talks about how the roll out of the new Citizen Access Portal fits with the council's strategic objectives.
Elaine discusses the difference the Council's new citizen access portal makes to the role of front-line staff, and the customer experience.
Karen on the difference their digital project has made to process efficiencies and working arrangements.