Case Study: Wakefield Council achieves £100,000 efficiency savings and agile, flexible working with Unify

Wakefield Council Transforms Working Practices To Cut Costs And Realise £100,000 In Efficiency Savings With Siemens Enterprise Communications – Now Unify.

Wakefield Council, the unitary authority serving 315,000 residents, launched its Worksmart transformation to consolidate property, migrate over 2,500 staff into flexible working environments and improve handling of roughly 300,000 annual contact-centre queries — all while delivering significant cost efficiencies and better citizen-focused services.

Unify implemented OpenScape Voice and OpenScape Contact Centre across the council (about 3,000 users), enabling mobile and hot‑desking working and a restructured contact centre handling ~6,000 weekly enquiries. The project delivered £100,000 in telephony efficiency savings, cut landlines by 60%, boosted productivity by up to 20% in some services, saved 225,000 commuter miles (~65 tons CO2) and supported £1.6m in property rationalization, with further benefits expected from the new Wakefield One headquarters.

Wakefield Council