self service for Hounslow

Citizen Access at London Borough of Hounslow

Hounslow is passionate about self-service, but their customers were using different systems and staff manually processing huge amounts of information. Citizen Access was chosen as a service-wide solution that would work for customers and staff alike.

Clear benefits

  • Highly efficient, with nearly 50% fewer phone calls and 45% fewer walk-ins.
  • Faster processing, freeing up staff for more complex activity
  • Great customer experience 24/7, such as 71% of address changes completed online, compared to 29% before
  • More accurate data, cutting down on re-keying and enabling third-party access

Read the full case study

Self-service software

NPS Revenues & Benefits

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