Case Study: Swale Borough Council achieves faster, more efficient citizen services with Tungsten Automation TotalAgility

Swale Borough Council Delivers Better Service to Citizens at Lower Cost

Swale Borough Council, a local government serving over 126,000 citizens, faced a challenge with its disjointed and inefficient service delivery. Customers had to use multiple channels to make inquiries, leading to frustration and an inability to meet government performance initiatives. To modernize its operations, the council worked with vendor Tungsten Automation (formerly Kofax) and its partner Northgate Information Solutions, implementing the Kofax TotalAgility platform to improve business process management.

The solution integrated the council's front and back-office systems, streamlining over 60 business processes and replacing manual, paper-driven workflows. By using Tungsten Automation's technology, the council achieved a single view of the customer, which dramatically improved service. This transformation raised customer satisfaction levels from 78% to 98% and resulted in the council receiving a prestigious Electronic Government Award for its 25 electronically delivered services.

Swale Council