The Customer
Serving more than 230,000 residents, Stafford Borough Council and Cannock Chase District Council embarked on a major digital transformation programme to modernise customer services and replace ageing technology that was limiting efficiency and service delivery.
The Solution
By implementing the GOSS Digital Platform, the councils created a more integrated and user-friendly environment that enables residents to access services online while giving staff the tools to manage enquiries more effectively.
The new platform has significantly increased digital engagement, with thousands of residents registering for online accounts and the majority of customer interactions now being completed through self-service. This has reduced pressure on customer service teams, improved reporting capabilities and streamlined internal processes across both authorities.
The project demonstrates how a modern digital platform can simplify complex public services, improve customer satisfaction and provide a scalable foundation for ongoing transformation, helping local authorities deliver faster, more responsive services while making better use of internal resources.
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