Case Study: Enfield London Borough Council achieves digital-first citizen engagement with Verint Systems

Enfield London Borough Council boosts web users 60% in 6 months with Verint Systems

Enfield London Borough Council faced the challenge of modernizing its extensive public service delivery, which included over 2,000 services. Citizens struggled to find information online, leading to high contact center call volumes. The council sought a digital solution to simplify access, integrate numerous backend systems, and support an inclusive "digital by desire" strategy. They turned to Verint, implementing Verint for Citizen Engagement to address these needs.

The solution from Verint integrated a seamless self-service portal, Enfield Connected, with the council's website and unified case management. This allowed citizens to access and track services online via 300 digital forms. As a result, Verint helped Enfield Council increase web users by 60% and reduce the website bounce rate by 47% within six months. Online payments more than doubled, significantly reducing contact center inquiries while improving the overall citizen experience.