Reducing care calls to improve customer satisfaction

This discovery aimed to investigate how new technologies like Amazon’s Alexa and chatbots have the potential to reduce the need for expensive face-to-face visits. The hypothesis for this project was […]

‘Tell us once’ move in process

This discovery project explored the best way of allowing people moving into a council’s jurisdiction to contact the council just once to set up all their services – including council […]

GOV.UK Pay as a viable alternative e-payment provider

This discovery aimed to explore how local authorities can make integration with GOV.UK Pay easier and reusable for everyone in local government. The GOV.UK Pay contract model is financially beneficial for local authorities however, […]

Cross-local government user research

This discovery explores user research in local government and whether its results can be used by other councils. User research is an important piece of work to inform decision making […]

Processing revenues and benefits data

Every council in the country is required to process Revenue and Benefits data, either in-house or using an outsourced model. This discovery explores if there’s a need to build a […]

Improving code-sharing between councils (Discovery)

Before this discovery began, Brighton and Croydon Councils had already successfully managed to share code to help them develop their Drupal-based websites. They joined up with Bracknell Forest and Oxford […]