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Delivering return on investment

Self-Service Savings at Colchester Borough Council

  • 89% increase in online customer transactions
  • 71% increase in online transactions in the Revenue and Benefits
  • 100% increase in traffic to the Planning pages
  • 56% improvement in online engagement 
  • On track for achieving £1.3m savings by 2016

Self-Service Savings at Wolverhampton City Council

  • 24/7/365 digital self-service
  • Access from any device
  • 58% access via mobile devices
  • Tip Permit applications reduced from 10 days to minutes
  • 65% of contacts channel shifted in only 3 months
  • On track for £1.5m savings by 2018

Other Self-Service Savings examples

  • West Lothian Council are on track to achieve 25% Channel Shift
  • North Yorkshire County Council have reduced calls by 25% across all services
  • South Tyneside Council have reduced calls by 70% and achieved ROI in less than 2 months with Bin Collection Dates service
  • Shepway District Council have reduced Taxi License processing time by 90% and costs by over 50%

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