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Spotlight on digital self-service: City of Wolverhampton Council

The City of Wolverhampton Council is on track to save £1.5 million in its Customer Service department through digital self-service delivery.

Image representing Spotlight on digital self-service: City of Wolverhampton Council

Using the GOSS Self-Service Platform, Wolverhampton has digitalised its tip permit application and booking process. 

This is a great example where a local authority has delivered a service online to demonstrate the potential returns in having a cross-organisation self-service platform solution. 

Within three months of launching its online tip permit booking service, Wolverhampton shifted about 65% of telephony contact online, with little in the way of promotion. This will save the Council approximately £25,000 per annum in the first year. 

The City of Wolverhampton now has a blueprint for moving other service areas online. As part of its long-term digital transformation strategy, the Council aims to create a single customer portal for all customer service enquiries. 

Sue Handy, Head of Customer Service, City of Wolverhampton Council, said: 

Our programme for the next five years is to have a single point of contact for every person contacting the Council, be that a visitor or a resident of Wolverhampton. 

Using the GOSS Self-Service Platform to deliver tip permit bookings we've now got a blueprint for moving other services online. By digitalising just one service we've already achieved some significant savings. Imagine when we've got all of our customer contact in one place - the savings are going to be phenomenal.

Watch our video to hear more from Sue and Paul O'Rourke, Performance Manager, about the City of Wolverhampton Council's digital transformation journey. 

Colchester case study Self-Service Platform GOSS Self-Service Platform demoIntroduction to Self-Service Platform

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