Case studies

Innovation in local government is about improving the lives of the people in our communities. Browse through our case studies to see the many innovative programmes councils are involved in.

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Understanding and implementing effective channel shift

The research underlined how a nuanced approach is required and led to the production of a channel shift toolkit. The research findings underpin the borough's channel shift implementation strategy.

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Common online ‘book and pay' facility

Breckland Council in Norfolk and South Holland District Council in Lincolnshire have a shared management model and have jointly launched a comprehensive transformation programme that includes an important work stream on digitalisation.

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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.

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Newcastle City Council Agile project management

Newcastle faces a tough financial future. In order to meet its targets for reducing costs, the council recognised that it had to deliver solutions that would promote greater customer self-service, enable its workforce to operate more effectively, and promote closer collaboration with partners and community groups.

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Implementing live web chat

As part of its corporate Enhancing Our Service Offer programme and its approach to assisted digital and supported self-service, Redcar & Cleveland Borough Council has piloted a live web chat capability.

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