{"id":41998,"date":"2022-04-19T09:43:13","date_gmt":"2022-04-19T13:43:13","guid":{"rendered":"https:\/\/granicus.com\/?post_type=success_stories_post&#038;p=41998"},"modified":"2024-03-05T09:58:59","modified_gmt":"2024-03-05T14:58:59","slug":"nw-leicestershire-success-story","status":"publish","type":"success_stories_post","link":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/","title":{"rendered":"How North West Leicestershire Council saved time by digitising customer requests with online forms"},"content":{"rendered":"","protected":false},"author":21,"featured_media":41999,"template":"","resource_tax_market":[],"resource_tax_dept":[196,197],"resource_tax_type":[165],"resource_tax_region":[],"resource_tax_outcomes":[205,206,207],"resource_tax_topic":[],"resource_tax_products":[193],"resource_tax_solutions":[214],"resource_tax_services":[],"class_list":["post-41998","success_stories_post","type-success_stories_post","status-publish","has-post-thumbnail","hentry","resource_tax_dept-communications-public-relations-uk","resource_tax_dept-it-digital-uk","resource_tax_type-success-stories","resource_tax_outcomes-foster-community-engagement-uk","resource_tax_outcomes-drive-operational-efficiency-uk","resource_tax_outcomes-improve-service-delivery-uk","resource_tax_products-govservice-uk","resource_tax_solutions-engagement-uk"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How North West Leicestershire Council saved time by digitising customer requests with online forms | Granicus UK<\/title>\n<meta name=\"description\" content=\"See how govDelivery helped NW Leicestershire Council save over 200 working days by digitising customer requests with online forms.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How North West Leicestershire Council saved time by digitising customer requests with online forms | Granicus UK\" \/>\n<meta property=\"og:description\" content=\"See how govDelivery helped NW Leicestershire Council save over 200 working days by digitising customer requests with online forms.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/\" \/>\n<meta property=\"og:site_name\" content=\"Granicus\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/granicusco\/\" \/>\n<meta property=\"article:modified_time\" content=\"2024-03-05T14:58:59+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-thumbnail.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"627\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-thumbnail.jpg\" \/>\n<meta name=\"twitter:site\" content=\"@Granicus\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/\"},\"author\":{\"name\":\"Sarah Torrance\",\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/person\/68f5d67e5ab50cd09445bd30e06b4e17\"},\"headline\":\"How North West Leicestershire Council saved time by digitising customer requests with online forms\",\"datePublished\":\"2022-04-19T13:43:13+00:00\",\"dateModified\":\"2024-03-05T14:58:59+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/\"},\"wordCount\":14,\"publisher\":{\"@id\":\"https:\/\/granicus.com\/uk\/#organization\"},\"image\":{\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header.jpg\",\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/\",\"url\":\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/\",\"name\":\"How North West Leicestershire Council saved time by digitising customer requests with online forms | Granicus UK\",\"isPartOf\":{\"@id\":\"https:\/\/granicus.com\/uk\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header.jpg\",\"datePublished\":\"2022-04-19T13:43:13+00:00\",\"dateModified\":\"2024-03-05T14:58:59+00:00\",\"description\":\"See how govDelivery helped NW Leicestershire Council save over 200 working days by digitising customer requests with online forms.\",\"breadcrumb\":{\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#primaryimage\",\"url\":\"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header.jpg\",\"contentUrl\":\"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header.jpg\",\"width\":1440,\"height\":590,\"caption\":\"A woman typing on her laptop in a warmly lit coffee shop\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/granicus.com\/uk\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"How North West Leicestershire Council saved time by digitising customer requests with online forms\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/granicus.com\/uk\/#website\",\"url\":\"https:\/\/granicus.com\/uk\/\",\"name\":\"Granicus\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/granicus.com\/uk\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/granicus.com\/uk\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/granicus.com\/uk\/#organization\",\"name\":\"Granicus\",\"url\":\"https:\/\/granicus.com\/uk\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/granicus.com\/wp-content\/uploads\/2023\/05\/Granicus-G-logo-Red.svg\",\"contentUrl\":\"https:\/\/granicus.com\/wp-content\/uploads\/2023\/05\/Granicus-G-logo-Red.svg\",\"width\":\"1024\",\"height\":\"1024\",\"caption\":\"Granicus\"},\"image\":{\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/granicusco\/\",\"https:\/\/x.com\/Granicus\",\"https:\/\/www.linkedin.com\/company\/granicusinc\/\",\"https:\/\/www.facebook.com\/granicusco\",\"https:\/\/www.facebook.com\/granicuslac\",\"https:\/\/www.youtube.com\/@GranicusLAC\",\"https:\/\/www.instagram.com\/granicuslac\/\",\"https:\/\/www.linkedin.com\/company\/granicuslac\",\"https:\/\/twitter.com\/granicuslac\/\",\"https:\/\/twitter.com\/GranicusUK\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/person\/68f5d67e5ab50cd09445bd30e06b4e17\",\"name\":\"Sarah Torrance\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/granicus.com\/uk\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/14c6f49beb075b993fb588a572b7c9d2910eca3585cca5cd2c9e0d57b609abc6?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/14c6f49beb075b993fb588a572b7c9d2910eca3585cca5cd2c9e0d57b609abc6?s=96&d=mm&r=g\",\"caption\":\"Sarah Torrance\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"How North West Leicestershire Council saved time by digitising customer requests with online forms | Granicus UK","description":"See how govDelivery helped NW Leicestershire Council save over 200 working days by digitising customer requests with online forms.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/","og_locale":"en_GB","og_type":"article","og_title":"How North West Leicestershire Council saved time by digitising customer requests with online forms | Granicus UK","og_description":"See how govDelivery helped NW Leicestershire Council save over 200 working days by digitising customer requests with online forms.","og_url":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/","og_site_name":"Granicus","article_publisher":"https:\/\/www.facebook.com\/granicusco\/","article_modified_time":"2024-03-05T14:58:59+00:00","og_image":[{"width":1200,"height":627,"url":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-thumbnail.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_image":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-thumbnail.jpg","twitter_site":"@Granicus","twitter_misc":{"Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#article","isPartOf":{"@id":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/"},"author":{"name":"Sarah Torrance","@id":"https:\/\/granicus.com\/uk\/#\/schema\/person\/68f5d67e5ab50cd09445bd30e06b4e17"},"headline":"How North West Leicestershire Council saved time by digitising customer requests with online forms","datePublished":"2022-04-19T13:43:13+00:00","dateModified":"2024-03-05T14:58:59+00:00","mainEntityOfPage":{"@id":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/"},"wordCount":14,"publisher":{"@id":"https:\/\/granicus.com\/uk\/#organization"},"image":{"@id":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#primaryimage"},"thumbnailUrl":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header.jpg","inLanguage":"en-GB"},{"@type":"WebPage","@id":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/","url":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/","name":"How North West Leicestershire Council saved time by digitising customer requests with online forms | Granicus UK","isPartOf":{"@id":"https:\/\/granicus.com\/uk\/#website"},"primaryImageOfPage":{"@id":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#primaryimage"},"image":{"@id":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#primaryimage"},"thumbnailUrl":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header.jpg","datePublished":"2022-04-19T13:43:13+00:00","dateModified":"2024-03-05T14:58:59+00:00","description":"See how govDelivery helped NW Leicestershire Council save over 200 working days by digitising customer requests with online forms.","breadcrumb":{"@id":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#primaryimage","url":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header.jpg","contentUrl":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header.jpg","width":1440,"height":590,"caption":"A woman typing on her laptop in a warmly lit coffee shop"},{"@type":"BreadcrumbList","@id":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/granicus.com\/uk\/"},{"@type":"ListItem","position":2,"name":"How North West Leicestershire Council saved time by digitising customer requests with online forms"}]},{"@type":"WebSite","@id":"https:\/\/granicus.com\/uk\/#website","url":"https:\/\/granicus.com\/uk\/","name":"Granicus","description":"","publisher":{"@id":"https:\/\/granicus.com\/uk\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/granicus.com\/uk\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/granicus.com\/uk\/#organization","name":"Granicus","url":"https:\/\/granicus.com\/uk\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/granicus.com\/uk\/#\/schema\/logo\/image\/","url":"https:\/\/granicus.com\/wp-content\/uploads\/2023\/05\/Granicus-G-logo-Red.svg","contentUrl":"https:\/\/granicus.com\/wp-content\/uploads\/2023\/05\/Granicus-G-logo-Red.svg","width":"1024","height":"1024","caption":"Granicus"},"image":{"@id":"https:\/\/granicus.com\/uk\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/granicusco\/","https:\/\/x.com\/Granicus","https:\/\/www.linkedin.com\/company\/granicusinc\/","https:\/\/www.facebook.com\/granicusco","https:\/\/www.facebook.com\/granicuslac","https:\/\/www.youtube.com\/@GranicusLAC","https:\/\/www.instagram.com\/granicuslac\/","https:\/\/www.linkedin.com\/company\/granicuslac","https:\/\/twitter.com\/granicuslac\/","https:\/\/twitter.com\/GranicusUK"]},{"@type":"Person","@id":"https:\/\/granicus.com\/uk\/#\/schema\/person\/68f5d67e5ab50cd09445bd30e06b4e17","name":"Sarah Torrance","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/granicus.com\/uk\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/14c6f49beb075b993fb588a572b7c9d2910eca3585cca5cd2c9e0d57b609abc6?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/14c6f49beb075b993fb588a572b7c9d2910eca3585cca5cd2c9e0d57b609abc6?s=96&d=mm&r=g","caption":"Sarah Torrance"}}]}},"acf":{"page_type":"internal","page_template":"sidebar","sidebar_position":"right","post_author":"","post_date":"","post_description":"How Barking and Dagenham improved resident engagement","post_link":"","post_file":false,"media_gallery":false,"project_metrics_title":"","project_metrics":false,"show_hero":true,"page_content_builder":[{"acf_fc_layout":"anchor","anchor_name":"Overview"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Overview<\/h2>\n<p><a href=\"https:\/\/www.nwleics.gov.uk\/\" rel=\"noopener\" target=\"_blank\">North West Leicestershire Council<\/a> covers a district in the East Midlands of England which includes 47,000 residences. As an organisation it\u2019s focused on making its services easily accessible for the community as well as providing on-going efficiencies for all departments within the council.  <\/p>\n<p>In recent years, the council has implemented measures to promote and enhance digital engagement with its external customers. This involves creating a range of online forms catering to various daily needs, eliminating the need for customers to receive, complete, and return physical paper forms\u2014a previously cumbersome and time-consuming process. <\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cDigital usage in the community has increased exponentially since the introduction of our online forms. It has made the process more efficient both externally and internally, providing our residents with the opportunity to submit requests immediately, as well as monitor them. It\u2019s all about making things more accessible and giving individuals the choice and power to communicate in whatever way works best for them.\u201d","quote_author":"Kerry Spiers","quote_author_title":"Customer Experience Team Leader at North West Leicestershire Council"},{"acf_fc_layout":"anchor","anchor_name":"Situation: Expanding digital services to meet resident needs"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SITUATION<\/p>\n<h2>Expanding digital services to meet resident needs<\/h2>\n<p>In 2017, North West Leicestershire created its first basic form for waste which could be accessed online, a topic which was chosen due to it being one of the most frequently accessed services by customers. The form received a lot of engagement and following this success, a specialist team was assembled to upgrade the existing waste form and to identify other forms that would likely be widely used if brought online.  <\/p>\n<p>To create and host these forms, North West Leicestershire used a citizen engagement platform, <a href=\"https:\/\/granicus.com\/uk\/product\/govservice\/\" rel=\"noopener\" target=\"_blank\">govService<\/a>, which was supplied by Granicus, a provider of public sector technology solutions.  <\/p>\n<p>During the pandemic, the council became aware of the increasing needs of its residents. For example, it needed to process isolation payments for those who were self-isolating and unable to work, as well as the distribution of business grant forms to provide financial relief to local businesses struggling with the pandemic. <\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Solution: Digitising forms saves time and simplifies processes   "},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SOLUTION<\/p>\n<h2>Digitising forms saves time and simplifies processes<\/h2>\n<p>To address the increased demand, North West Leicestershire decided to utilise its govService platform to quickly create isolation payment and business grant forms that could be easily accessed online, saving valuable time during the crisis.   <\/p>\n<p>They were also able to use the platform to introduce a new online hub for residents, focusing specifically on the influx of pandemic-related requests, with a wide range of service topics from replacement bins to nuisance complaints.  <\/p>\n<p>Beforehand, all these communications would have involved copious amounts of paper printing as well as outdated and convoluted forms that lacked the clarity for residents. It was evident that this new system would streamline the entire process by making it shorter, clearer, and more accessible \u2013 especially given the heightened circumstances of a pandemic.  <\/p>\n<p>Digitising these forms by transferring them online was the answer to reducing admin and paperwork for the council and simplifying the process for residents.  <\/p>\n<p>The online service is open both externally to customers, who can engage in the self-service, as well as internally to staff members. Crucially, this service is available to access 24\/7 meaning customers can transact with the council at a time that suits them.  <\/p>\n<p>Easy to use and personalise, the end-to-end service means different departments within the council can insert what they need to. Form-building is low code and consists mostly of stack boxes and drag and click, without the need for any coding knowledge \u2013 however support is still available from the Granicus team should the Council want to develop further.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Results: Better service for customers, less work for staff"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>RESULTS<\/p>\n<h2>Better service for customers, less work for staff<\/h2>\n<p>Following the govService implementation, North West Leicestershire found its online forms extremely popular with external residents, with online account uptake up to 29,951 in December 2020. In the same year, 37,504 forms were submitted. <\/p>\n<p>The time efficiency of integrating online forms has also been significant, saving roughly 1,641 working hours \u2014 equating to 226 working days \u2013 allowing council employees to redirect their time into value added tasks.  <\/p>\n<p>While the hub has now closed, online forms are continuing to prove as a popular option for residents, with an average of 4,500 submissions per month, waste forms are still at the forefront of usage accounting for 57% of monthly submissions.  <\/p>\n<p>The council has exemplified how online forms can considerably increase digital usage in residents, allowing them to submit their requests in the matter of minutes and keep track of communications, while reducing the council\u2019s admin. <\/p>\n<p>&#8220;Building the forms has been a smooth process too,&#8221; Katie said, &#8220;allowing all members of the council &#8211; regardless of coding knowledge &#8211; to get involved in it. Granicus has been very supportive in helping us with our digital transition, being on-hand if we have any questions. The platform has had everything we have needed to be successful in delivering another option for North West Leicestershire.\u201d <\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cNorth West Leicestershire is digitally advanced, both as a council and as a community, and is always looking for ways to develop their customer interactions. Partnering with them to digitise important, everyday requests of local citizens, such as for council tax and bin collections, has been a key part of their journey, and we are delighted that Granicus govService has been able to provide them with the tools needed.\"","quote_author":"Ian Roberts","quote_author_title":"UK Managing Director at Granicus"}],"2_column_w_sidebar":{"page_content_builder":[{"acf_fc_layout":"anchor","anchor_name":"Overview"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Overview<\/h2>\n<p><a href=\"https:\/\/www.nwleics.gov.uk\/\" rel=\"noopener\" target=\"_blank\">North West Leicestershire Council<\/a> covers a district in the East Midlands of England which includes 47,000 residences. As an organisation it\u2019s focused on making its services easily accessible for the community as well as providing on-going efficiencies for all departments within the council.  <\/p>\n<p>In recent years, the council has implemented measures to promote and enhance digital engagement with its external customers. This involves creating a range of online forms catering to various daily needs, eliminating the need for customers to receive, complete, and return physical paper forms\u2014a previously cumbersome and time-consuming process. <\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cDigital usage in the community has increased exponentially since the introduction of our online forms. It has made the process more efficient both externally and internally, providing our residents with the opportunity to submit requests immediately, as well as monitor them. It\u2019s all about making things more accessible and giving individuals the choice and power to communicate in whatever way works best for them.\u201d","quote_author":"Kerry Spiers","quote_author_title":"Customer Experience Team Leader at North West Leicestershire Council"},{"acf_fc_layout":"anchor","anchor_name":"Situation: Expanding digital services to meet resident needs"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SITUATION<\/p>\n<h2>Expanding digital services to meet resident needs<\/h2>\n<p>In 2017, North West Leicestershire created its first basic form for waste which could be accessed online, a topic which was chosen due to it being one of the most frequently accessed services by customers. The form received a lot of engagement and following this success, a specialist team was assembled to upgrade the existing waste form and to identify other forms that would likely be widely used if brought online.  <\/p>\n<p>To create and host these forms, North West Leicestershire used a citizen engagement platform, <a href=\"https:\/\/granicus.com\/uk\/product\/govservice\/\" rel=\"noopener\" target=\"_blank\">govService<\/a>, which was supplied by Granicus, a provider of public sector technology solutions.  <\/p>\n<p>During the pandemic, the council became aware of the increasing needs of its residents. For example, it needed to process isolation payments for those who were self-isolating and unable to work, as well as the distribution of business grant forms to provide financial relief to local businesses struggling with the pandemic. <\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Solution: Digitising forms saves time and simplifies processes   "},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SOLUTION<\/p>\n<h2>Digitising forms saves time and simplifies processes<\/h2>\n<p>To address the increased demand, North West Leicestershire decided to utilise its govService platform to quickly create isolation payment and business grant forms that could be easily accessed online, saving valuable time during the crisis.   <\/p>\n<p>They were also able to use the platform to introduce a new online hub for residents, focusing specifically on the influx of pandemic-related requests, with a wide range of service topics from replacement bins to nuisance complaints.  <\/p>\n<p>Beforehand, all these communications would have involved copious amounts of paper printing as well as outdated and convoluted forms that lacked the clarity for residents. It was evident that this new system would streamline the entire process by making it shorter, clearer, and more accessible \u2013 especially given the heightened circumstances of a pandemic.  <\/p>\n<p>Digitising these forms by transferring them online was the answer to reducing admin and paperwork for the council and simplifying the process for residents.  <\/p>\n<p>The online service is open both externally to customers, who can engage in the self-service, as well as internally to staff members. Crucially, this service is available to access 24\/7 meaning customers can transact with the council at a time that suits them.  <\/p>\n<p>Easy to use and personalise, the end-to-end service means different departments within the council can insert what they need to. Form-building is low code and consists mostly of stack boxes and drag and click, without the need for any coding knowledge \u2013 however support is still available from the Granicus team should the Council want to develop further.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Results: Better service for customers, less work for staff"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>RESULTS<\/p>\n<h2>Better service for customers, less work for staff<\/h2>\n<p>Following the govService implementation, North West Leicestershire found its online forms extremely popular with external residents, with online account uptake up to 29,951 in December 2020. In the same year, 37,504 forms were submitted. <\/p>\n<p>The time efficiency of integrating online forms has also been significant, saving roughly 1,641 working hours \u2014 equating to 226 working days \u2013 allowing council employees to redirect their time into value added tasks.  <\/p>\n<p>While the hub has now closed, online forms are continuing to prove as a popular option for residents, with an average of 4,500 submissions per month, waste forms are still at the forefront of usage accounting for 57% of monthly submissions.  <\/p>\n<p>The council has exemplified how online forms can considerably increase digital usage in residents, allowing them to submit their requests in the matter of minutes and keep track of communications, while reducing the council\u2019s admin. <\/p>\n<p>&#8220;Building the forms has been a smooth process too,&#8221; Katie said, &#8220;allowing all members of the council &#8211; regardless of coding knowledge &#8211; to get involved in it. Granicus has been very supportive in helping us with our digital transition, being on-hand if we have any questions. The platform has had everything we have needed to be successful in delivering another option for North West Leicestershire.\u201d <\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cNorth West Leicestershire is digitally advanced, both as a council and as a community, and is always looking for ways to develop their customer interactions. Partnering with them to digitise important, everyday requests of local citizens, such as for council tax and bin collections, has been a key part of their journey, and we are delighted that Granicus govService has been able to provide them with the tools needed.\"","quote_author":"Ian Roberts","quote_author_title":"UK Managing Director at Granicus"}]},"sidebar_type":"scroll","content_builder_sidebar_group":{"content_builder_sidebar":[{"acf_fc_layout":"image","image":{"ID":42007,"id":42007,"title":"North-West-Leicestershire-council-logo","filename":"North_West_Leicestershire_logo-150x68-1.png","filesize":3096,"url":"https:\/\/granicus.com\/wp-content\/uploads\/image\/png\/North_West_Leicestershire_logo-150x68-1.png","link":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/north_west_leicestershire_logo-150x68-1\/","alt":"North West Leicestershire Council color logo","author":"21","description":"","caption":"","name":"north_west_leicestershire_logo-150x68-1","status":"inherit","uploaded_to":41998,"date":"2024-03-05 14:40:44","modified":"2024-03-05 14:58:27","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/granicus.com\/wp-includes\/images\/media\/default.png","width":150,"height":68,"sizes":{"thumbnail":"https:\/\/granicus.com\/wp-content\/uploads\/image\/png\/North_West_Leicestershire_logo-150x68-1.png","thumbnail-width":150,"thumbnail-height":68,"medium":"https:\/\/granicus.com\/wp-content\/uploads\/image\/png\/North_West_Leicestershire_logo-150x68-1.png","medium-width":150,"medium-height":68,"medium_large":"https:\/\/granicus.com\/wp-content\/uploads\/image\/png\/North_West_Leicestershire_logo-150x68-1.png","medium_large-width":150,"medium_large-height":68,"large":"https:\/\/granicus.com\/wp-content\/uploads\/image\/png\/North_West_Leicestershire_logo-150x68-1.png","large-width":150,"large-height":68,"1536x1536":"https:\/\/granicus.com\/wp-content\/uploads\/image\/png\/North_West_Leicestershire_logo-150x68-1.png","1536x1536-width":150,"1536x1536-height":68,"2048x2048":"https:\/\/granicus.com\/wp-content\/uploads\/image\/png\/North_West_Leicestershire_logo-150x68-1.png","2048x2048-width":150,"2048x2048-height":68,"menu-24x24":"https:\/\/granicus.com\/wp-content\/uploads\/image\/png\/North_West_Leicestershire_logo-150x68-1-24x11.png","menu-24x24-width":24,"menu-24x24-height":11,"menu-48x48":"https:\/\/granicus.com\/wp-content\/uploads\/image\/png\/North_West_Leicestershire_logo-150x68-1-48x22.png","menu-48x48-width":48,"menu-48x48-height":22,"menu-64x64":"https:\/\/granicus.com\/wp-content\/uploads\/image\/png\/North_West_Leicestershire_logo-150x68-1-64x29.png","menu-64x64-width":64,"menu-64x64-height":29}}},{"acf_fc_layout":"link_list","headline":"Must-Have Granicus Solutions","link_list":[{"link":{"title":"govService","url":"https:\/\/granicus.com\/uk\/product\/govservice\/","target":""}}]},{"acf_fc_layout":"anchor_nav","headline":"Topcis Covered"}]},"posts_slider_group":{"show_section":true,"posts_slider":[{"add_anchor":false,"anchor_name":"","background_color":"red","slider_subhead":"","slider_headline":"Recent success stories","slider_text":"","slider_type":"success_stories_post","manual_resources":false,"slider_resource_tax":"recent","add_additional_filters":false,"department_filter":false,"market_filter":false,"outcome_filter":false,"product_filter":false,"region_filter":false,"solution_filter":false,"topic_filter":false,"slider_link":"","slider_link_icon":false}]},"post_slider_clone":{"posts_slider_group":{"show_section":true,"posts_slider":[{"add_anchor":false,"anchor_name":"","background_color":"red","slider_subhead":"","slider_headline":"Recent success stories","slider_text":"","slider_type":"success_stories_post","manual_resources":false,"slider_resource_tax":"recent","add_additional_filters":false,"department_filter":false,"market_filter":false,"outcome_filter":false,"product_filter":false,"region_filter":false,"solution_filter":false,"topic_filter":false,"slider_link":"","slider_link_icon":false}]}},"call_to_action":{"hide_call_to_action":false,"color":"red","custom_cta":false,"custom_subhead":"","custom_headline":"","custom_description":"","custom_link":null,"custom_image":false},"hero_margin":false,"hero_type":"image","hero_subhead":"Success Story | North West Leicestershire Council","hero_headline":"How North West Leicestershire Council saved over 200 working days by digitising customer requests","hero_text":"","hero_button":"","hero_icon":false,"hero_image":{"ID":41999,"id":41999,"title":"MWleicestershire-success-header","filename":"MWleicestershire-success-header.jpg","filesize":44202,"url":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header.jpg","link":"https:\/\/granicus.com\/uk\/success-stories\/nw-leicestershire-success-story\/mwleicestershire-success-header\/","alt":"A woman typing on her laptop in a warmly lit coffee shop","author":"21","description":"","caption":"","name":"mwleicestershire-success-header","status":"inherit","uploaded_to":41998,"date":"2024-03-05 14:40:40","modified":"2024-03-05 14:58:59","menu_order":0,"mime_type":"image\/jpeg","type":"image","subtype":"jpeg","icon":"https:\/\/granicus.com\/wp-includes\/images\/media\/default.png","width":1440,"height":590,"sizes":{"thumbnail":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header-150x150.jpg","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header-300x123.jpg","medium-width":300,"medium-height":123,"medium_large":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header-768x315.jpg","medium_large-width":768,"medium_large-height":315,"large":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header-1024x420.jpg","large-width":1024,"large-height":420,"1536x1536":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header.jpg","1536x1536-width":1440,"1536x1536-height":590,"2048x2048":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header.jpg","2048x2048-width":1440,"2048x2048-height":590,"menu-24x24":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header-24x10.jpg","menu-24x24-width":24,"menu-24x24-height":10,"menu-48x48":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header-48x20.jpg","menu-48x48-width":48,"menu-48x48-height":20,"menu-64x64":"https:\/\/granicus.com\/wp-content\/uploads\/image\/jpeg\/MWleicestershire-success-header-64x26.jpg","menu-64x64-width":64,"menu-64x64-height":26}},"benefits_stats_group":{"show_section":true,"background_color":"default","":null,"show_benefits":false,"layout_type":"default","add_hover":false,"benefits_subhead":"","benefits_headline":"","benefits_text":"","benefits_button":null,"benefits_repeater":false,"show_stats":true,"stats":[{"stat":"200+","description":"online forms available for service users"},{"stat":"226","description":"working days saved in 2020"},{"stat":"37.5k+","description":"forms submitted by external customers in 2020"}]},"hero_stats_clone":{"benefits_stats_group":{"show_section":true,"background_color":"default","":null,"show_benefits":false,"layout_type":"default","add_hover":false,"benefits_subhead":"","benefits_headline":"","benefits_text":"","benefits_button":null,"benefits_repeater":false,"show_stats":true,"stats":[{"stat":"200+","description":"online forms available for service users"},{"stat":"226","description":"working days saved in 2020"},{"stat":"37.5k+","description":"forms submitted by external customers in 2020"}]}}},"_links":{"self":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/success_stories_post\/41998","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/success_stories_post"}],"about":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/types\/success_stories_post"}],"author":[{"embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/users\/21"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/media\/41999"}],"wp:attachment":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/media?parent=41998"}],"wp:term":[{"taxonomy":"resource_tax_market","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_market?post=41998"},{"taxonomy":"resource_tax_dept","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_dept?post=41998"},{"taxonomy":"resource_tax_type","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_type?post=41998"},{"taxonomy":"resource_tax_region","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_region?post=41998"},{"taxonomy":"resource_tax_outcomes","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_outcomes?post=41998"},{"taxonomy":"resource_tax_topic","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_topic?post=41998"},{"taxonomy":"resource_tax_products","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_products?post=41998"},{"taxonomy":"resource_tax_solutions","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_solutions?post=41998"},{"taxonomy":"resource_tax_services","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_services?post=41998"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}