Council scoops silver award for successful transformation programme

Broxbourne Council has scooped a top award following a complete makeover to the way customers access its services.

Representatives of the ‘One Broxbourne’ team were handed a silver award in the best transformation team category in the coveted iESE awards.

The esteemed annual ceremony celebrates the improvement and efficiency of local public services.

Over the past three years, One Broxbourne’s work has seen the Council partner with Sopra Steria to deliver a digital transformation programme, which has seen the Council fundamentally change the way it interacts with its customers, including a new website and digital customer focused journeys.

When announcing that One Broxbourne had made the final three, iESE said:

“Since embarking on its ambitious digital transformation in 2018, the One Broxbourne Team has transformed services around their customers. In-depth research has clarified who their customers are, service redesign has put the customer at the heart of services and delivering quickly, and iteratively has delivered for customers.

“Customers and businesses are experiencing the benefits of the One Broxbourne Team work today through fundamentally shifting the focus on what adds value to customers whether digitally or over the phone. The team has propelled Broxbourne Borough Council on its ambition to become the UK’s best digital council.”

The success of the One Broxbourne programme can be clearly measured in the number of people using the new services. This includes:

  • 69% of customers taking up the digital offerings
  • An increase of 117% of over 65s now self-serving online
  • 48% reduction in calls to the Council
  • 38% reduction in the transferring of calls, meaning customers are getting the right answers first time

Cllr David Holliday, Cabinet Member for the Environment and Transformation, said:

“From the council’s perspective, this transformation programme has fundamentally shifted how customers interact with the council and improved the end to end experience.

“I am very proud of what we have achieved. The One Broxbourne transformation team’s energy, devotion and hard work has transformed Broxbourne Council for the benefit of all our customers and its staff.”

Published: September 16th 2021