Case Study: Sheffield City Council achieves improved citizen engagement and savings with Verint Systems

Home/Sheffield Council Improved CX with Verint for Citizen Engagement Sheffield Council Drives Savings and Improved CX with Verint for Citizen Engagement

Sheffield City Council needed to modernize citizen services while handling high demand across phone, in-person, and web channels. After nearly a decade on an on-premises Verint for Citizen Engagement system, the council wanted a more scalable, secure, and automated approach to support its digital transformation and improve service for more than 1.25 million annual calls.

Verint Systems migrated Sheffield City Council to the cloud-based Verint for Citizen Engagement platform, enabling stronger digital-first engagement through assisted and self-service channels. The council has shifted more than 11,000 calls to self-service, reduced Average Handle Time by 1 minute within 12 months, and improved First Call Resolution by 5%, delivering both savings and better customer experience.

Sheffield City Council

Simon Gunnell

Operational Manager