NOT LIVE - FOR REVIEW
Waverley Borough Council undertook an ambitious project in 2017 to upgrade all existing online forms to drive channel shift – delivering £94,000 in savings, an 11.4 per cent reduction in calls, a 19.9 per cent shift to self-service and a 12 per cent increase in online payments over the following year.
Read the LGA's digital channel shift programme case study here <link to be added> and listen to the project team's stories below:
Tom Horwood, Chief Executive, Waverley Borough Council:
Robin Taylor, Head of Policy and Governance, Waverley Borough Council:
David Allum, Head of Customer and Corporate Services, Waverley Borough Council:
Linda Frame, IT Manager, Vanessa de Chazal, Website Manager and Henry Ascoli, Website and Digital Media Manager, Waverley Borough Council:
