Hillingdon Council one-stop service delivery strategy
Hillingdon Council needed to provide a more effective citizen service that would enable a channel shift from traditional and costly service delivery methods such as their contact centre, to digital-first contact methods and transactions allowing them to and move from an information provider to a business with sales targets.
Phase one, the redesign of their citizen portal, needed to increase customer and employee engagement, encourage self service transactions, minimise failed and aborted visits and improve operational efficiency and raise the Council’s brand perception.
We worked with 3 service teams at the Council; Housing, Adult Social Care and Trade Waste Management. In workshops we established how they currently use web channels to deliver their services, ideate new journey maps to image how to best deliver their services, as well as reducing the amount of content and creating a better site structure to create a one-stop shop for service purchase and management.
