Case Study: Wrexham County Borough Council improves service delivery with Engage Process

Wrexham County Borough Council - Customer Case Study

Wrexham County Borough Council needed to drive a digital transformation to improve customer satisfaction and service levels, a need that was accelerated by an increase in online requests during the COVID-19 pandemic. Their "Modern Ways of Working" programme aimed to redesign customer journeys and internal processes. To achieve this, the council partnered with the vendor Engage Process and utilized its process mapping and analysis platform to facilitate collaboration and reimagine how work was done.

By implementing the solution from Engage Process, the council empowered its staff to lead a people-driven change. This resulted in the removal of duplication and paper-based processes, a significant reduction in failure demand, and a decrease in costs alongside an increase in revenue. A specific social care process was reduced from 70 to 25 activities. Measurable outcomes also included a dramatic rise in customer satisfaction, evidenced by a reduction in unnecessary customer contact and telephone calls, and an increase in self-serve web transactions.

Wrexham County Borough Council

Kay O'Flaherty

Head of Service: Digital