Local authorities have long been aware of the importance of digital services as a platform to shift customer contact from more expensive channels such as telephone or face to face interactions to online. 

The challenge for councils over the past decade has been one of optimising their customer services strategies to get their transactional online offerings to a place where they are so good that all citizens who can access them would prefer to deal with their local authority directly via that channel. 

This whitepaper will explore this issue in greater depth.