Case studies

The complete list of customer led transformation case studies.

The LGA promotes an open and transparent local government to meet local needs and demands.

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.

Partners Christchurch and East Dorset Councils identified licencing as an area of high demand and volume, with the majority of the process being handled offline.

Test Valley Council replaced its existing CRM system with an online Citizen Access tool for council tax, allowing residents to view account details, submit changes of address, apply for or cancel a single person discount, set up a direct debit or sign up for e-billing.

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.

When a major incident occurs, for example a flood or a terrorist attack, a range of public and private sector organisations in the location affected, must work together in order to protect human life, support the continuity of everyday activity, restore disrupted services and uphold the rule of law.

Birmingham's Climate Change Adaptation Partnership is putting health inequalities at the heart of its strategy. It's offering a range of tools and approaches to identify which communities will need most help to adapt to the effects of climate change.

In Cumbria, Allerdale Borough Council used a QR code to enable customers to report fly tipping and dog fouling.

Healthwatch Kirklees wanted to drive more traffic to Kirklees’ smoke-free website to encourage people to stop smoking before an operation. This case study forms part of our social media strategy resource.