Case Study: Swale Borough Council achieves 98% customer satisfaction with Lexmark TotalAgility

Swale Borough Council - Customer Case Study

Swale Borough Council, a local government authority serving more than 126,000 citizens in North Kent, England, needed to simplify fragmented customer service access and reduce manual, paper-based processes that frustrated both residents and staff. Working with Lexmark and Northgate Information Solutions, the Council aimed to improve business process management and create a single point of contact for citizen inquiries.

Lexmark implemented TotalAgility™ to integrate front- and back-office systems and automate more than 60 business processes, linking systems such as recruitment, invoicing, complaints, and expense administration. The result was faster issue resolution, stronger accountability, and more efficient service delivery, with customer satisfaction rising from 78% to 98%, 25 services delivered electronically, and the Council earning the Electronic Government Award.

Swale Borough Council