Case Study: Kent County Council achieves improved customer service and workflow efficiency with Oracle Service Cloud

Kent County Council Improves Customer Service and Workflow Efficiency; Expands Service to New Customers

Kent County Council, which serves 1.4 million residents in Kent and supports more than 550 schools and academies, needed to improve efficiency in its Business Services Centre that provides HR, payroll and disclosure‑and‑barring (DBS) services. The council faced fragmented inquiry systems for email, phone and post, limited visibility into workloads, and pressure to meet SLAs while expanding services to new schools, councils and charities.

Working with Boxfusion Consulting, Kent implemented Oracle Service Cloud in ten weeks to consolidate all contact channels, add knowledge and chat capabilities, and provide dashboards and reporting. The result was faster, more consistent SLAs (three days for email, 24 hours for phone), first‑time delivery of new contracts, more flexible handling of 60–70 staff across query types, fewer avoidable calls through improved self‑service, and the ability to grow revenue by offering branded portals and services to new customers.

Kent County Council

Clare Alan-Waller

Business Centre Resourcing & Customer Services Manager