The challenge
Hackney’s highest volume transactions weren’t available for digital self-service, meaning customers had to visit the service centre or pick up the phone, during office hours.
The approach
We developed a programme to shift the services from paper and phone contact to online, verifying customers through Hackney’s Citizen Index.
The results
Over 40,000 residents have signed-up for One Account and fewer people are visiting the service centre.
We are now conducting research to find out how to make One Account easier to use.