Case Study: Nottinghamshire County Council achieves 12.5 hours/day call-centre time savings and 80% faster responses with Ordnance Survey map-based reporting

Nottinghamshire county council - Customer Case Study

Nottinghamshire County Council needed a web-based, map-driven way for the public to report highways faults and to cut long call-centre enquiries (which averaged 11.5 minutes). Working with Ordnance Survey, the council implemented a solution using OS MasterMap, OS VectorMap District and OS Street View to provide public fault reporting and a gritting map while integrating with its Confirm highways asset management system and Lagan Frontline CRM.

Ordnance Survey’s map-based system was deployed both online and as a tool for call-centre advisors, cutting average call time from 11.5 to 2.5 minutes (an 80% reduction) and saving 631 hours over a 51-day period — roughly 12–12.5 hours per day. The Ordnance Survey solution integrated smoothly with Confirm and Lagan Frontline, avoided extra licence purchases, reduced double-entry, and drove a steady increase in web-based fault reporting while improving accuracy and self-service.

Nottinghamshire County Council

Bernard Younger

Service Manager Highway Assets and Programmes