Case Study: Norwich City Council achieves improved customer self-service and £15,000 cost savings with Ordnance Survey

Norwich City Council - Customer Case Study

Norwich City Council needed to find more efficient contact channels and make local information accessible around the clock. Working with Local Government Shared Services (LGSS) and using Ordnance Survey mapping data, they developed the MyNorwich website on ESRI software so residents can search by address or postcode for services from planning permissions to allotments and parks.

Ordnance Survey’s OS VectorMap Local and OS MasterMap Topography Layer were used as the site’s map base, enabling a self‑service portal that reduced telephone and in‑person enquiries, supports 19 live information feeds, links contractor systems, and allows easy reporting of issues with analytics. The council reports improved efficiency and an estimated cost saving of about £15,000 over two years.

Norwich City Council

Anton Bull

Executive Head