Case Study: Brent Council improves online services with Agilisys

London council discovers how to enhance online services with digital review

Brent Council worked with Agilisys to address growing concerns that residents were struggling to navigate the council website and complete even popular online services. A prior Socitm review, along with resident interviews and survey feedback, showed significant issues with accessibility, usability, and overall online experience.

Agilisys carried out a digital review of 30 council services, assessing user journeys and technical performance across nine criteria including navigation, content, accessibility, security, search optimisation, and mobile friendliness. The project produced an 85-page report with more than 300 actionable recommendations, helping Brent Council improve its website and adopt a more agile, customer-focused approach to web development.

Brent Council

Rob Mansfield

Head of Communications