Award-winning digital innovation pays huge dividends for North Somerset

North Somerset Council: Digital

Innovate with Digital

In 2014 the North Somerset Council, a unitary authority located in the south-west of England, started a channel shift programme under Digital by Default with a goal of moving all residents to online services only by 2016.

With an annual budget in the region of £400m the authority provides services and pays benefits to a growing resident population of 202,000 (88,000 households). Liberata has provided services to North Somerset Council since 1995.

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The Solution

  • Phased roll-out of channel shift programme to Digital by Default (self-serve only)

  • Reduced face-to-face and phone volumes while maintaining strong customer engagement

  • The use of advocates to assist customers with the online process, reaching a broad population

  • Creation of a self-service support area for customers in council offices, libraries and other locations

50,000+ sign-up to the self-service platform
call centre efficiency gains create a large drop in administration and monthly postage costs
24% reduction in call volumes since introduction of self-service

The implementation of self-service for revenues and benefits has been really successful due to the detailed approach and planning of the joint team – Liberata, the council and other partners delivering the project.

Richard Penska Head of Support Services Partnership, North Somerset Council