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West Lothian Council on track to achieve 25% Channel Shift

With a target of moving 25% of face-to-face and phone interactions to online channels over 3-5 years, West Lothian needed internal buy-in.

GOSS helped the council to engage senior management around Channel Shift, while a new self-service website based on GOSS intelligent Content Management (GOSS iCM) went live in mid-2014. 

Karen Cawte, Customer Services Development Manager, West Lothian Council 

GOSS understands the business and has a huge wealth of experience working with other local authorities. They bring that experience to the table.

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