Increasing self-service through e-forms

Wyre Council is engaged in a long-term initiative to encourage residents to use electronic means to contact the council and to self-serve. This case study forms part of our digital experts resource.

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Building on earlier successful work on benefits, the council focused on reducing costs and improving access by introducing integrated e-forms for council tax, linked to the existing back-office system. Council officers have also been trained as ‘digital champions', supporting residents to use online applications.

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Read an update from December 2016

Peter Mason, Head of Contact Centre, Wyre Council

Peter discuss the rationale for, and benefits arising from, Wyre Council's digital project.

Heather Wall, Contact Centre Team Leader, Wyre Council

Heather talks about the digital champions dimension to their digital project.

Daveena Sharrocks, Systems Control Officer, Wyre Council

Daveena talks about her experience of the efficiencies arising from the new self-service system for setting up direct debits, implemented as part of Wyre Council's digital project.