Case Study: Spelthorne Borough Council reduces support calls with Capita One's One Digital Apps

Tapping in to residents’ needs with Spelthorne’s branded app

Spelthorne Borough Council wanted to reduce calls to its support desks while still meeting residents’ expectations for convenient self-service. Working with Capita One, it looked to One Digital Apps to create a better digital experience for residents, allowing them to access council services such as bin collection information, parking details, council tax payments, and issue reporting from a smartphone app.

Capita One implemented a dedicated resident app that fed issue reports directly into the council’s CRM system and helped streamline customer service during both day-to-day use and crisis situations. The results included a 26% reduction in support calls within 15 months, more than 1,600 app users in the first year, 3,000–4,000 monthly app hits, and savings equivalent to one full-time call centre employee, plus an estimated £10,000 saved by avoiding extra flood-enquiry staffing.

Spelthorne Borough Council

Linda Norman

Head of Customer Services