Case Study: Barnsley Metropolitan Borough Council achieves 49% digital channel shift with JRNI

Barnsley Council’s Registration Service achieves digital channel shift with JRNI and BookingLab

Barnsley Metropolitan Borough Council sought to move high‑volume Registration Services (births, deaths, weddings and related appointments) from a labor‑intensive phone-and-paper system to a simple online booking process. After evaluating options they chose the BookingLab solution built on the JRNI platform to create device‑friendly, accessible booking journeys that would reduce telephone demand, improve staff allocation and capture customer data.

BookingLab implemented tailored online booking journeys using JRNI, integrating payments, accessibility and GDPR features and connecting to the council’s customer management systems. The JRNI‑based solution delivered a rapid channel shift—49% of registrar bookings went online within three months, around 700 transactions per month, reduced back‑office admin and an 85% “Good” customer satisfaction rating—freeing staff to focus on service delivery and enabling expansion to other services.

Barnsley Metropolitan Borough Council

Michelle Cheetham

Project Lead