Looking Local recently visited Cardiff Council’s Customer Service Hubs to get an insight into how they’ve been using digital tools to overcome some of the challenges faced over the last 18 months. We’ve worked with Cardiff Council to produce this case study to delve into these new ways of working and the outcomes they have provided.

An overview of the case study:

Cardiff Council have ambitious plans to provide an improved, digital customer experience for those visiting any of their 19 customer service Hubs across the city. Their digital transformation began shortly before COVID19, meaning that the shift to digital self-service came about at a poignant time where many people were required to self-serve for a range of services, inside and outside of the local authority. 

Looking Local worked with Cardiff Council to provide the city with ScanStation, a digital self-serve document evidencing solution. Cardiff initially implemented ScanStation at their Central Library Hub, and subsequently rolled out the solution to all of their Customer Service Hubs. 

Cardiff Council chose ScanStation to reduce substantial queues at their Hubs and to offer an improved, more efficient service for their customers. Outside of efficiency savings, ScanStation will provide the council with a safer alternative to traditional scanning, where there is reduced face-to-face contact and staff are required to handle fewer documents.