Call for stories around web takeup, customer access and channel shift

Our new report will examine issues not just around take up per se but also councils' efforts to manage customer access channels and shift a greater proportion of enquiries online. The report will include case studies and commentary and analysis.

presented a series of case studies showing very high online take high online take up achieved by a range of councils in a variety of areas including jobs (85%); schools admissions (58%); recycling bins (55%); planning applications (50%); choice based lettings (70%) and residents parking (35%).

The report demonstrated the potential for web-delivered services to save councils substantial sums of money from efficiency gains and other sources. It also said that UK councils had generally made modest progress with take up of council e-services despite the UK's high levels of internet usage and the relative sophistication of e-services available.

Our new report will examine issues not just around take up per se but also councils' efforts to manage customer access channels and shift a greater proportion of enquiries online. The report will include case studies and commentary and analysis.

We would be interested in hearing from you about:

• adoption and successful implementation of customer access and channel management strategies especially involving significant shifts to the web channel
• strategies, projects or programmes that have delivered high online take-up, whether in particular service areas or council-wide
• other developments in council strategy, policy, practice around channel shift and development of online services

Please contact vicky.sargent@socitm.net if you have any material you think worth sharing for this project. We will be writing up suitable case studies and because of significant current interest in this topic, some positive publicity around your council's work is likely to result.