Success Stories
Norfolk County Council achieves channel shift cost savings using efficient digital communication
Needs Assessment
In 2005 Norfolk County Council identified that communicating more effectively with their community would help them achieve channel shift and deliver other cost savings.
Having realised that many Norfolk residents were receptive to digital communications from the Council, they looked for more efficient methods of sending the latest news, events and public service updates electronically.
Solutions
Following a detailed evaluation, Norfolk County Council selected and implemented GovDelivery’s Digital Subscription Management (DSM) service which addressed the Council’s desire to engage residents in an efficient, personalised and measurable way.
GovDelivery enables Norfolk County Council to offer the personalised subscriptions they needed. The service allows their subscribers to individually identify the information they receive from the Council. With hundreds of items
available for subscription, the Council is providing a full range of information whilst ensuring that residents receive only the information that is important to them.
Results
As of November 2010, nearly 12,000 Norfolk residents and businesses are signed up to receive personalised, real-time updates from the Council on a range of topics. Since the service was launched almost 1 million personalised messages have been sent.
Automated communication has proved to be very cost-effective, simple to use and less time consuming for Council staff to manage. GovDelivery has reduced the internal resource needed to manage communications while significantly increasing the number of residents the Council can engage on a daily basis.
