Case Study: Knowsley Council achieves rapid channel shift to 50% online transactions and major cost savings with Mendix

Local Government Uses Low-code to Respond to Budget Cuts While Improving Service

Knowsley Council, a UK borough serving 148,000 residents, faced more than £100 million in central government cuts since 2010 and a 30% reduction in IT staff. To protect valued services and save £300,000 over three years, the council set a channel-shift goal to move costly face-to-face (£9) and phone (£4) transactions online (£0.17) and aimed for 75% of transactions to be online by 2020.

Knowsley adopted Mendix low-code with strong Customer Services ownership, integrating legacy .NET systems, deploying a 24/7 online one-stop shop, scan-station tablets and Digital Champions, and using a collaboration portal for fast feedback. Online transactions rose from 2% to 50% (about 11,000/month), cost per interaction fell by more than half, the £300k savings target was met, and the council remained on track for its 75% goal.

Knowsley Council

Andy Garden

Head of IT