Case Study: Devon County Council achieves a prioritised digital self-service roadmap with Rika Digital

Devon County Council turns 750,000+ annual calls into a digital self-service roadmap with Rika Digital

Devon County Council faced a significant challenge in managing over 750,000 annual calls and fragmented data across more than 50 websites. They engaged the vendor Rika to establish a complete picture of citizen touchpoints and create a prioritised, measurable roadmap for digital self-service transformation.

Rika implemented a multifaceted solution involving a data audit, stakeholder engagement, and journey mapping. This converted the council's disparate data into a practical plan, identifying high-value targets for digital improvement. The outcome was a comprehensive roadmap for channel shift and an operational foundation with improved analytics and governance, enabling the council to focus efforts on reducing avoidable contact and improving citizen experience.

Devon County Council