case study Swale Borough Council is the local authority for Swale in Kent, England. The district is split in two by a narrow channel – the Swale – that separates mainland Kent from the Isle of Sheppey. The district of Swale covers an area of 144 square miles, taking in the towns of Sittingbourne and Faversham on the mainland and Sheerness and Queenborough on Sheppey. The Council is responsible for a population of just over 146,000 people. Since 2008 Swale Borough Council has been part of the Mid-Kent Services partnership together with Maidstone Borough Council and Tunbridge Wells Council. Members of this partnership share provision of key services, one of which is IT. Background to the project Swale Borough Council was one of the first in the country to set up a customer serv

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