Case Study: Broxbourne Borough Council achieves digital transformation with Sopra Steria

Broxbourne Borough Council boosts online self-service by 32% with Sopra Steria

Broxbourne Borough Council, a local government serving nearly 100,000 residents, faced a significant challenge in its goal to become a digital innovator. The council's eighteen departments operated with inconsistent processes and outdated technology, creating a fragmented and inefficient experience for citizens who were largely limited to phone or in-person contact. To address this, the council partnered with Sopra Steria on a digital transformation initiative to create a consistent, customer-centric organization.

Sopra Steria implemented a comprehensive solution focused on collaboration and a customer-first mindset. They began with an extensive discovery phase to map all services and understand user needs, then upgraded the council's entire technology infrastructure. This was followed by the design and delivery of over 150 end-to-end digital services, a new website, and a digital-enabled reception area. The results for Broxbourne were substantial: a 32% increase in customer self-service, a 50% reduction in unanswered calls, and a 117% increase in online service usage by over-65s. The council's website also improved dramatically, jumping 365 places in the SiteMorse ranking to become a top local government site.

Broxbourne Borough Council