98 % rise in self-service as a contact method within 2yrs 8x fall in email contacts from 41.5% of all calls to 0.8% 86 of respondents were happier with ICT services 82 % Pre self-service of contacts use call & email Post self-service of contacts use self-service 86.3 % 69.5 % The Challenge Local authority services across the UK continue to be the focus of the public spending cutbacks. The Coalition Government has demanded significant cuts in public expenditure, and this had major implications for both Stockton and Darlington Councils, who are supported by the public partnership Xentrall Shared Services. To deliver challenging change programmes, achieve the required savings and maintain their excellent status, it was paramount that both Councils maximize the use of the

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