Enabling Customer Access Through Digital Transformation

£1700000
savings in just 12 months
Big Tick

access to council services for all residents

100%
return on investment

Challenge

The London Borough of Redbridge was falling behind on their Customer Access Programme (CAP) and needed specialist assistance to drive forward their complex channel shift. Redbridge sought a delivery partner with the ability to balance technical proficiency with cultural fit, as this would be critical to the CAP project’s success, which was a significant part of the wider Digital Transformation programme.

Challenge

“This project was initially about getting the basics right. The team’s ability to successfully deliver transformed public services and enable such significant cultural change means we can now focus firmly on becoming a truly digital council.”

Shazia Ullah, CAP Programme Manager

Solution

Aware of Albany Beck’s previous successful track record of delivering digital transformation programmes and putting Local Authority services on-line, Redbridge approached Albany Beck to become their digital transformation delivery partner. Within just a few weeks of engagement, three scrum teams were deployed in different phases of the programme. Each team was led by a scrum master and, at various stages of the programme, supported by a mixed skill set of business analysts, developers, UX and testing specialists. The teams have been wholly committed to CAP’s hard and soft deliverables, through every phase of the programme. This has allowed them to really embed into the council, spreading the agile philosophy to effectively educate the whole organisation about an entirely new way of working. The relevance of our teams’ specialist technical skills and breadth of experience, learned in the context of similar programmes of work, enabled Albany Beck to speedily deliver impactful results and realise significant cost savings. As a result, residents of Redbridge can now appreciate access to new and improved online services such as; Council tax, Parking, Housing, Waste management, Benefits, and Payments.

Solution

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Guthrie Holliday

Director

Guthrie Holliday