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.