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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Gloucestershire transforms access to archives

A project at Gloucestershire Archives allowing customers to register online for access to the research room and to order documents. This forms part of our Digital Channel Shift Programme.

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Self-service booking for funeral directors in Liverpool

Developing an online booking service for cemetery and cremation services that allows funeral directors to self-serve and manage their own booking slots. This forms part of our Digital Channel Shift Programme.

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Self-service delivers channel shift in revenues

These two councils aimed to integrate forms and back office systems to allow Revenues and Benefits customers to self-serve. This forms part of our Digital Channel Shift Programme.

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Chatbots for channel shift: WasteBot

Newcastle has developed a bot that allows residents to apply for a permit to access household waste and recycling centres. This forms part of our Digital Channel Shift Programme.

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Digital transformation in waste services

Redesigning the online environmental services offer for customers who want to report environmental issues or request services such as bulk waste collection. This will involve redesigning web pages, integrating with Fix My Street and introducing Bartec (in-cab technology) into refuse vehicles. This forms part of our Digital Channel Shift Programme.

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Online forms and automation in council tax

Purchasing and implementing APIs to automate council tax back-office processes, starting with change of address. This will enable full end-to-end online processing.

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Parish Portal takes highways ‘super customers’ online

Developing an online portal to report and track public realm issues. There is functionality for Parish Councillors and Clerks to see a map showing the reports and status of a range of public realm issues, e.g. street lighting, potholes, flooding, pavement and highway defects. This forms part of our Digital Channel Shift Programme.

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Delivering excellent online forms

Upgrading a range of online forms for key council services. This process will include redesigning customer journeys, creating mobile-responsive forms and investigating required integrations.

Self-service taxi licensing in Calderdale

Redesigning the taxi licensing service for delivery online. Users will be able to access licence holder records through the MyCalderdale customer account. This forms part of our Digital Channel Shift Programme.

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Isles of Scilly Housing Development Study

The Housing Advisers Programme provided the council of the Isles of Scilly with funding for consultancy support to aid in unlocking delivery of affordable and key worker housing on the islands.