Case Study: Worcestershire County Council achieves £1.7M contact centre savings with OutSystems

UK County Council Meets Digital by Default Standard with 100 Percent Digital Public Services

Worcestershire County Council, which serves around 600,000 people in England, needed a way to deliver digital services faster and reduce pressure on its contact center as local government demands grew. The council chose OutSystems in 2015 to support its digital-by-default initiative and help it build citizen-facing portals, mobile apps, and back-office applications more efficiently.

Using OutSystems, Worcestershire County Council delivered 66 apps, moved 100% of services online, and cut contact center traffic by 64%, saving £1.7 million over five years. The solution also improved collaboration and service delivery, generated an estimated £4.7 million in total efficiency savings, and enabled the council to respond quickly during COVID-19, including launching seven apps in two weeks and 22 COVID-related apps in 2020.

Worcestershire County Council

Neill Crump

Head of Digital Transformation and Customer Services