Case studies

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.

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

The London Borough of Hackney has delivered a major transformation programme to promote independence.

London Borough of Hillingdon is using assistive technology and telecare to enable residents to remain in their homes longer.

Leeds City Council improved its customer online experience allowing more users to self serve and cutting call centre costs.

London Borough of Croydon's Family Space website provides a one-stop resource for information about children's services

London Borough of Hillingdon is using assistive technology and telecare to enable residents to remain in their homes for as long as possible and enjoy a better quality of life.

Haringey introduced a theory of change planning tool to support development of its early years strategy, working with stakeholders to identify change priorities.

Luton Borough Council has increased its reablement services, reducing the need for ongoing formal adult social care services and saving £14.5 million over three years.

Coventry City Council has managed demand more effectively and provided a better service for less money by applying behavioural models.