The digital-first movement was born from rapid changes in customer expectations. In Great Britain, 82% of adults use the internet daily, 70% of whom do so via their mobile. People are accustomed to accessing information and services on the internet instantly, and now expect that level of instant gratification from their council services.
Digital Transformation programmes have already proven beneficial to councils by helping to reduce operational costs, develop new revenue streams, improve staff engagement and drive better customer satisfaction.
This is largely driven by the way that good digital services pull demand away from the contact centres by providing customers with high-quality mobile access to services.
To help Lambeth Council implement their digital strategy, we introduced BookingBug, an online booking system that would digitise their services, reduce their overhead costs and improve customer satisfaction levels.
To demonstrate the benefits of BookingBug, we worked with transformation teams at Lambeth Council to run a pilot project for one of their services: the Nationality Checking Service (NCS).