Case Study: South Staffordshire Council Achieves 84% Channel Shift with Verint

South Staffordshire Council achieves 84% channel shift with Verint

South Staffordshire District Council, a local government authority, faced increasing demand for its services amidst funding pressures. Their challenge was to make citizen interactions more efficient and accessible, as their traditional phone and in-person channels were overwhelmed, leading to long wait times and decreased satisfaction. They partnered with vendor Verint and implemented its Verint for Citizen Engagement solutions to encourage a digital channel shift while ensuring no resident was left behind.

The solution implemented by Verint included creating over 40 online forms, a 'My Login' system, a mobile app, and the deployment of a Verint Intelligent Virtual Assistant (IVA). Key results included an 84% channel shift for top service requests, a 30% faster case response time for the Street Scene team due to integration with What3Words, and a 98% reduction in residents waiting over 20 minutes on the phone. Verint's solutions successfully helped the council modernize service delivery and significantly improve efficiency.

South Staffordshire District Council