Case studies

Cheshire East Council and its partners worked with local people to develop and deliver a social media resource and peer support network called DemenShare.com.

In 2011 Coventry City Council worked with users of special educational needs transport to manage demand, this was one of the earliest and well-known local government examples.

Hertfordshire County Council's Connect Digitally programme helps customers while providing savings for local authorities and central government departments.

Lancashire County Council used customer profiling tools to see who would benefit from low-level interventions.

Suffolk County Council is changing attitudes, cultures and behaviours to social care through its ‘Supporting Lives Connecting Communities' programme.

The Association of Greater Manchester Authorities sought to understand young families' needs to improve engagement on existing and future services.

Croydon focused on the 'early years' to design and implement a programme based on early intervention and prevention rather than dependency.

The council wanted to reduce the resources being used on paper-based services and the processing of electoral registrations, while providing customers with a convenient one-stop site to register for a number of services, thereby improving the customer's experience and reducing costs.

Between 2004 and April 2015, the Council committed to invest £7,625,000 of capital income to deliver new affordable housing

Chorley Council used its Circle of Customer Need methodology to better understand the needs of older people experiencing fuel poverty.