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LIVERPOOL CITY COUNCIL

Digital Champions

The city of Liverpool is one of the largest cities in the UK, situated at the mouth of River Mersey in the northwest of England. It is home to 487,600 residents, governed by Liverpool City Council.

Liverpool City Council wants to embed a digital culture across their organisation, encouraging its workforce and its residents to embrace digital technologies, utilising those technologies to significantly improve their customer’s journey.

Liverpool City Council’s ambition is to encourage its residents to utilise its online platform where possible.

It is anticipated that increased online activities, will help to improve its customer experience, as well as contribute to a positive cost saving outcome, allowing the funds saved to be reinvested into areas where it is most needed.

Liverpool City Council is going through a very similar transformation journey to the one that Barclays began in 2013, Liverpool City Council understands that in order to embed the digital culture within their organisation, the work must begin with its workforce, hence the launch of the External Digital Eagles in partnership with Barclays, in November 2017. Liverpool City Council branded their eagles as Digital Champions.

Since the launch we have worked closely with Liverpool City Council to help embed a more digital orientated customer journey in their new One Stop Shop, which opened in the second week of January 2018. The new One Stop Shop incorporates a Digital Hub, which is an area that allows its residents to complete online transactions in a relaxed environment with help on hand from the Digital Champions.

We also provided access to the Digital Wings learning platform, helping the Digital Champions to build on their digital knowledge which has created energy and enthusiasm within the Digital Hub with their customers ultimately now feeling the benefits.

Following the success, Liverpool City Council are now looking to implement digital technologies across the other 8 One Stop Shops.

By creating a network of their own Digital Champions has also allowed Liverpool City Council to identify areas for improvements.

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