View our Services

HomeOur WorkLewisham Council – Insight, Design and Delivery Programme

Lewisham Council – Insight, Design and Delivery Programme



15% reduction

in Phone Calls & Visits

45% increase

online service requests

The Challenge

Lewisham Council was facing many challenges in 2016, in addition to budget cuts, changing customer expectations and an aging population, they included:

  • Area office closures but a poor digital experience resulted in high visitor numbers and large volumes of calls to various services.
  • Manual and labour-intensive processes to complete customer enquiries.
  • Large number of aging, obsolete and poorly functioning technology systems including SharePoint 2010 CMS, Gandlake Customer Portal and Dynamics 2013 CRM.

The Solution

Digital First have worked with Lewisham Council over the last 3 years, and have delivered many projects and outputs. These are grouped within our ‘Insight, Design and Delivery’ Digital Consulting Methodology, key aspects

Insight Phase – Digital First worked with staff and managers from across Lewisham Council to undertake analysis and benchmarking of the current digital service delivery position. Outputs – A Digital Strategy and supporting Business Case.

Design Phase – During this phase a Digital Transformation Programme was designed, agreed and mobilised. This covered all service areas with detailed opportunity definition, delivery structures and programme governance.

Delivery Phase – Through a blend of internal, external and Digital First resources, the programme has delivered on many fronts in the last 2 years. Knowledge and skills transfer to the Lewisham team has been vital, to sustainable success. The new customer facing website and digital delivery platform combines Sitecore CMS with Dynamics 365 CRM online.

The Results and Benefits

Embracing digital service delivery, on an end to end basis from customer initial contact to resolution of the enquiry, has the following key benefits:

The organisation becomes more relevant to customers who want to transact at times and through channels that suit their lifestyles.
Cost of service delivery is reduced as manual contact handling is reduced and fulfilment processes are automated.
For Lewisham, this has had the following benefits:

  • A 15% reduction in telephone calls and a 14% reduction in face to face visits between January 2016 and January 2018.
  • A 45% increase in customer completed online service requests in the same period.
  • A 29% increase in Council website traffic to over 19million page views a year in 2018.
  • This resulted in a saving to the Council of £330k in front office staff costs and a further £1.3million of of back savings over the next 2 years.
Back to Our Work
  • Keep Updated:

  • This field is for validation purposes and should be left unchanged.
Latest Blog
View All
Unlocking organisations in the new normal
6th, May 2020

The shock and awe of Covid-19 The social and economic impact of Covid-19 cannot be understated. The seismic shock on the national economy is super-massive and will be a huge trench from which to...

Read More
Deploying 5G in the digital place
12th, March 2020

The evolution of 5G At the end of 2027, the expectation is that 5G will become real and ubiquitous with mobile providers already marketing those fancy handsets to the early adopters. Alongside commercial investment...

Read More
Supporting 5G and full fibre digital infrastructure
8th, March 2020

The government has set ambitious targets to roll out 1Gbps ‘full’ fibre across the UK by 2033 and to enable 5G by 2027. For this reason Digital First has been supporting local authorities, city...

Read More