Streamlining citizen service requests: Self-service portals for UK councils
In an era where digital transformation is reshaping public services, UK councils are increasingly adopting self-service portals to enhance citizen engagement and operational efficiency. These platforms empower residents to interact with local authorities at their convenience, leading to improved service delivery and significant cost savings.
The shift towards digital self-service in local government
Historically, citizens relied on face-to-face interactions, phone calls or paper forms to access council services. This approach often resulted in longer processing times and higher administrative costs. The advent of digital technology has paved the way for self-service portals, enabling residents to manage tasks such as paying council tax, reporting issues and applying for permits online.
According to the UK Government’s Digital Efficiency Report, digital transactions can be up to 50 times more cost-effective than traditional face-to-face interactions. This cost disparity underscores the financial incentives for councils to invest in digital solutions.
Key benefits of implementing self-service portals
1. Enhanced citizen satisfaction
Self-service portals offer residents the flexibility to access services at any time, reducing the need to visit council offices during working hours. This 24/7 accessibility caters to the modern citizen’s expectation for convenience and immediacy.
For instance, one of our customer councils introduced a single online customer account, resulting in self-service interactions growing from 9% to 50% within a year. This shift allowed for reduced contact centre hours and increased online handling of services like parking permits and waste enquiries.
2. Operational efficiency and cost savings
Transitioning to digital platforms streamlines internal processes, allowing council staff to focus on complex tasks. The Local Government Association reports that councils implementing online platforms have achieved significant savings and efficiency gains.
Moreover, a study highlights that digital transactions cost approximately £0.15, compared to £2.80 for telephone and £8.60 for face-to-face interactions. This cost efficiency can lead to substantial annual savings for councils.
3. Data-driven decision making
Digital platforms facilitate the collection and analysis of service request data, enabling councils to identify trends and allocate resources effectively. Our council customers, for example, utilised data analytics to prepare for seasonal spikes in service requests, such as increased leaf clearing during autumn.
4. Increased accessibility and inclusion
Self-service portals can be designed to meet accessibility standards, ensuring that all residents, including those with disabilities, can access council services. This inclusivity fosters greater community engagement and ensures compliance with legal requirements.
Real-world success stories
Greater efficiency with reduced cost
One of our council customers adopted a digital self-service program, resulting in a 64% reduction in contact centre traffic and saving £1.7 million over five years. The council delivered 66 applications with a small development team, showcasing the scalability and efficiency of digital solutions.
Seamless digital integration
By developing a customer portal for council tax and business rates, our council customer provided greater convenience for residents and reduced costs. The redesigned service integrates with the council’s website and back-office software, exemplifying seamless digital integration.
Things to consider when choosing or implementing a self-service portal
Implementing a self-service portal is not just about going digital — it’s about choosing a solution that delivers long-term value for both residents and council staff. A well-planned deployment can improve accessibility, boost efficiency and reduce costs, but success depends on getting the fundamentals right from the outset.
Here are the key factors to consider — and how My Council Services helps councils meet each of them:
1. User-centric design
An intuitive, easy-to-navigate portal increases citizen engagement. My Council Services is built with the end user in mind, supporting clear layouts, guided forms and accessible language to ensure residents can complete tasks without frustration.
2. Aligned with GDS standards
Our platform adheres to the UK Government Digital Service (GDS) principles, ensuring digital services are consistent, simple and focused on user needs — supporting faster adoption and reduced support queries.
3. WCAG accessibility compliance
Every resident should be able to use your services, regardless of ability. My Council Services meets the Web Content Accessibility Guidelines (WCAG), helping councils deliver inclusive and legally compliant digital experiences.
4. Digital inclusion support
We understand that not all citizens are digitally confident. Our portals are designed to be accessible across devices and supported with offline workflows or assisted service options, ensuring no one is left behind.
5. Seamless integration with back-office systems
For a self-service portal to truly deliver efficiency, it must connect to existing council systems. My Council Services provides robust integration capabilities, enabling real-time updates and maintaining data accuracy across departments.
6. GDPR-compliant data protection
Handling citizen data responsibly is non-negotiable. Our platform incorporates end-to-end data security, encryption and access controls to help councils meet GDPR obligations and safeguard sensitive information.
7. Mobile-friendly and responsive
Residents expect access to services from their phones and tablets. My Council Services is fully responsive, delivering a smooth experience regardless of screen size or device.
8. Customisable to council branding
Maintain public trust and a consistent digital identity. The platform can be fully customised to reflect your council’s colours, logos and voice, offering a seamless experience from website to portal.
9. Reporting and analytics
Track service uptake, monitor demand patterns and improve delivery over time. Built-in reporting tools provide councils with the insights they need to make evidence-based decisions.
10. Automated case management
Reduce manual effort and streamline internal workflows. From initial contact to case closure, My Council Services automates routine processes, freeing up staff time for complex queries.
The future of citizen service delivery
As technology evolves, councils have the opportunity to further enhance self-service portals by incorporating features like AI-driven chatbots and mobile accessibility. These advancements can provide personalised assistance and cater to the increasing use of smartphones for online interactions.
In conclusion, self-service portals represent a transformative approach for UK councils to streamline citizen service requests. By embracing digital solutions, councils can achieve operational efficiencies, cost savings and heightened citizen satisfaction, paving the way for a more responsive and modern public service.
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