Case Study: London Borough of Hackney achieves digital transformation with Capita One

Achieving digital transformation at London Borough of Hackney

London Borough of Hackney wanted to digitise council services and put residents’ needs at the centre of its service design, but needed a clear strategy and a simple way to provide access to online services. To support this, it worked with Capita One on its Digital Engagement Programme and the One Account web portal.

Capita One delivered the One Account portal as a single gateway for residents to access council services, track transactions, and manage requests through a secure 24/7 online channel. The portal went live for revenues and benefits in under four months, and more than 2,500 residents had registered soon after launch; Hackney also gained better customer insights, a single resident data repository, and the ability to improve service delivery and target vulnerable residents more effectively.

London Borough of Hackney

Gillian Wheeldon

Head of eBusiness