Case Study: Kirklees Council achieves greater digital service efficiency with CACI Acorn

Kirklees Council cuts council tax call volume with CACI using Acorn insights from 190,000 households

Kirklees Council, a local authority in West Yorkshire, faced the challenge of managing high call volumes to its council tax call center amid budgetary constraints. A significant number of calls were from repeat callers, but the council lacked demographic insight into these residents to design effective strategies for promoting digital self-service options. They partnered with vendor CACI to address this challenge using its Acorn segmentation tool.

CACI's solution used the Acorn tool to provide a detailed demographic profile of the callers, revealing that a significant proportion belonged to younger, less affluent segments. This evidence base guided the council to enhance its website and develop new digital self-service tools, including a council tax balance checker and plans for chatbots. These initiatives, informed by CACI's insights, are designed to reduce call volumes, improve the customer experience, and allow the council to allocate its resources more effectively to achieve cost efficiencies.

Kirklees Council