Case studies

However, the partners recognised that modern design approaches and technologies offered them new opportunities to give customers a much better digital experience while reducing costs.

Partners East Dorset and Christchurch Councils identified licensing as an area of high demand and volume, with the majority of the process being handled offline. The current processes took up a considerable amount of customer time and effort, while officers were involved in re-keying data and reconciling payments. This case study forms part of our digital experts resource.

Neighbouring councils Lancaster City, Preston City and Fylde Borough are committed to creating truly digital local public services, fit for the 21st century, that put citizens first, give them easy access to the services they use most and join up public services on their behalf.

Gloucester City Council developed and implemented a ‘My Council / Report it' App which allows its customers to utilise mobile technology to identify a range of issues (such as flytipping, dog fouling, graffiti, pot holes etc) and to send real-time information, identifying the nature of an issue, its location and status directly to the council.

Luton introduced an e-bundling system which will deliver significant savings for both the council and the court services in the production, delivery and handling of documents.

The council developed a network of Digital Champions to help those residents who didn't have the necessary skills or the confidence to go online, to get the support and practical assistance to do so.

In response to the current climate of decreasing funding and increasing customer demand, Solihull Council identified that a number of front-line service areas would benefit from the introduction of next-generation, integrated online self-service e-payments, e-forms and digital booking systems.

Leeds has a clear ambition to be a hundred per cent digital, where everyone in the city has the opportunity to get online and to develop digital skills and confidence. To measure progress against this ambition, one of the council’s “20 for 2020 Key Indicators” is the percentage of adults in Leeds who have all five basic digital skills. 

Local authorities and clinical commissioning groups (CCGs) across London have set up an online platform to provide help and support to people with mental health problems.

Hull and Wakefield have used PHE’s online SHAPE tool to work out how best to invest money in dental services. SHAPE has allowed officials to map where practices are against areas of high deprivation as a proxy for poor oral health.