Case Study: Tunbridge Wells Borough Council achieves streamlined, lower-cost online service delivery with Ordnance Survey

Tunbridge Wells Borough Council - Customer Case Study

Tunbridge Wells Borough Council faced slow, paper‑intensive, multi‑site customer handling with poor location data and no effective online self‑service. To tackle this, the council integrated mapping from Ordnance Survey (including OS MasterMap and OS Street View) with ESRI (UK)’s LocalView and its Lagan Enterprise Case Management CRM to centralise enquiries and improve data quality.

The vendor solution embedded Ordnance Survey mapping into the CRM and public website, enabling mapped case reporting, duplicate elimination and 24/7 self‑service. As a result (via Ordnance Survey’s data integration) the council achieved a channel shift from face‑to‑face to online transactions — reducing transaction cost from an estimated £10.00 to £1.00, speeding processing, improving customer satisfaction and better targeting resources.

Tunbridge Wells Borough Council