NOT LIVE - FOR REVIEW
Harlow has proved that helping people to self-serve improves both service quality and efficiency and that understanding the local demographics and barriers to accessing services is key to encouraging channel shift.
Read the LGA's digital channel shift programme case study here <link to be added> and listen to the project team's stories below:
Donna Beechener, Revenues and Benefits Manager, Simon Pipe, Customer and Media Services Manager, James Straw, Senior Manager (Benefits), Harlow Council:
Toby Bowler, IT Systems Administrator and Project Officer and Gayle Bishop, Revenues and Benefits Officer, Harlow Council:
Donna Bouzidi, former Revenues and Benefits Officer, Harlow Council:
