Case studies

Colchester Borough Council found most calls to its Council Tax and Benefits team did not result in a service request because information sent out confused customers.

Worcestershire County Council has set up a one-stop shop for professionals and families who requiring support and access to Early Help Services.

Wirral council carried out a procurement process and streamlined the number of domiciliary care service providers.

Wigan Metropolitan Borough Council increased early payments for council tax received by 10 per cent when it redesigned its reminder notices.

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

Blackburn with Darwen Borough Council introduced telecare and assistive living technology to support older people and those with disabilities

Essex County Council trialled three new messages to Blue Badge customers to find the most effective way of encouraging them to apply online rather than by post.

Colchester Borough Council recognised that to change customers' behaviour, the organisation needed to develop new behaviours first itself.

Norfolk County Council and NHS England's East of England team commissioned an integrated sexual health and HIV service for the county.

Bradford Metropolitan District Council used customer insight to better understand young people, divert them from offending and improve compliance with court orders.