How Council Contact Centres Can Bridge The Digital Divide
Digital Services Are Expanding—But Who’s Being Left Out?
Councils are under pressure to move services online, cut costs, and meet rising expectations. But here’s the problem:
- 2.6 million people in the UK can’t access digital services.
- Vital council services—like housing benefits and Blue Badge applications—aren’t always available offline.
- Disconnected systems and rigid processes make it harder for agents to help those who need it most.
Going digital shouldn’t mean shutting people out. If contact centres don’t adapt, councils risk failing the very people they’re meant to serve.
Get the Report to Learn:
✅ The six biggest obstacles stopping councils from delivering accessible service.
✅ Why omnichannel only works when every channel connects properly.
✅ How self-service and automation can lower costs without cutting people off.
✅ The role of AI in spotting and supporting vulnerable citizens.
Your contact centre is more than a service desk—it’s a critical link between councils and communities. Get the report and see how to modernise without leaving anyone behind.
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