Case studies

Newcastle faces a tough financial future. In order to meet its targets for reducing costs, the council recognised that it had to deliver solutions that would promote greater customer self-service, enable its workforce to operate more effectively, and promote closer collaboration with partners and community groups.

As part of its corporate Enhancing Our Service Offer programme and its approach to assisted digital and supported self-service, Redcar & Cleveland Borough Council has piloted a live web chat capability.

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.

Wyre Council is engaged in a long-term initiative to encourage residents to use electronic means to contact the council and to self-serve.

Wirral Council has had to make cuts of £151 million between 2010 and 2015. By 2020 the council will have to reduce its spending by a further £132 million to deliver a balanced budget.

Recognising that lack of awareness and information about local opportunities was a barrier to residents engaging with preventative services,Stockton-on-Tees Borough Council supported volunteer members from its Over 50s Assembly to become digital advocates.

The Tri-borough has been investigating the benefits of using mobile technology in adult social care, including the potential to achieve cost savings and encourage more self-sufficiency among residents.

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

A compilation of several local authority case studies.