Case Study: The London Borough of Barking and Dagenham Council achieves unified knowledge access with Knowledge Powered Solutions

KPS provides LBBD a single unified platform to capture and quickly access information from a variety of sources

The London Borough of Barking and Dagenham council (LBBD) needed a reliable way to give contact centre, libraries, and walk-in centre staff quick access to accurate, up-to-date information across a very wide range of citizen enquiries. Working with Knowledge Powered Solutions, LBBD used the Universal Knowledge platform to replace fragmented knowledge sources with a single, unified system.

Knowledge Powered Solutions implemented Universal Knowledge as a SaaS solution, integrating information from the council website and internal templates into one searchable knowledge base. The rollout was completed in just a few weeks with only a handful of days of professional services and a train-the-trainer approach, helping LBBD support around 6,500 calls per week and extend the platform to more teams while improving consistency, feedback handling, and service quality.

The London Borough of Barking and Dagenham council