Case Study: Cornwall Council achieves a seamless base-map and improved customer experience with Ordnance Survey

Cornwall Council - Customer Case Study

Cornwall Council faced poor customer experience from inconsistent web mapping—over a third of users disliked how the map changed style when zooming—and needed to move more citizens from costly phone and in-person contact to web self-service. To address this the council worked with Ordnance Survey, using its vector contextual products (OS MasterMap Topography Layer, OS VectorMap Local, OS VectorMap District and Strategi) to create a modern, consistent zoom-stack base map tailored to council needs.

Ordnance Survey styled, rendered and pre-cached the vector data as small tiles and, using the latest Esri software, delivered a seamless zoom stack that refreshes views quickly; the new map is already used for library location maps and will feed future self-service forms. The update improved usability and performance and supports large cost savings—web interactions cost £0.39 versus £3.21 by phone or £8.23 in person—and a targeted 15% channel shift from phone to web represents a potential annual saving of about £423,000 for Cornwall Council.

Cornwall Council

Sarah Noakes

Cornwall Council