Granicus
159 Case Studies
Case Study: Durham County Council achieves $310K+ annual savings by moving services online with Granicus (govService)
A Granicus Case Study
How a County Saves $310k+ Annually After Moving Services Online With govService
Durham County Council in the U.K., which serves about 800,000 residents, struggled for years to move away from paper-based, in-person services. An earlier effort produced only a single digital process after more than a year, leaving much of the council’s transactional and service-request workload still manual under the Altogether Better Durham initiative.
Working with Granicus and its govService platform, the council put more than 90 processes and forms online for two call centers and a face-to-face contact center, supporting 100,000+ users and adding roughly 300 users daily. That shift has delivered more than $310,000 in annual savings so far, with continued growth expected.
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