Supporting residents with live web chat

Southampton City Council is developing its website to fully tap the local population's capacity for online self-service. This case study forms part of our digital experts resource.

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Live web chat was seen as a way to support residents and help reduce the number of online forms abandoned before completion. The project has enabled the council to build a target operating model for web chat, including where and how it would appear on the website and who would staff it.

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Kirsty Bobbett, team leader for customer services, Southampton City Council

Kirsty talks about using webchat to interact with customers.

Helen Saward, Programme Manager for Digital Transformation, SouthamptonCity Council

Helen discusses piloting the use of webchat on the councils website.

Jon Dyer-Slade, Transformational Lead on the Digital Programme Southampton City Council

Jon talks about the drivers behind their web chat pilot.