CASE STUDY Northampton Borough Council v.e.0221C ASE ST U D Y ABOUT CUSTOMER SUCCESS STORY Northampton Borough Council is the borough council and non- metropolitan district responsible for local government in the large town of Northampton in England. Offering a range of public services, the Northampton Borough Council team supports a population of over 200,000 residents from its one-stop-shop based in the iconic Guildhall Building in Northampton town centre. NORTHAMPTON BOROUGH COUNCIL BUSINESS CHALLENGES: Supporting a large community from a single service centre inherently brought about business and customer experience challenges that needed to be addressed. With a high daily footfall, customers were experiencing high wait times which at time

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