How we increased digital service uptake by 144% in 18 months

We have seen significant growth in the use of our online services, by an astonishing 114% in just 18 months. Digital services that launched only 6 months ago are already taking over 50% of reports compared to phone calls on our 101 line. This significant shift has resulted in a big reduction in our 101 and 999 call abandonment rate.

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How we are progressing our Digital Employee Experience (DEX) with decision-making tools, working with HR and online forms.

We launched our Intranet a couple of years ago and have been continually working on ensuring it’s content meets the needs of our employees, allowing them to self-serve and access information that helps them to serve the public better.  Continue reading How we are progressing our Digital Employee Experience (DEX) with decision-making tools, working with HR and online forms.