At 3roc, we believe that during the consulting process, the focus should remain on strategy, structure, and design rather than getting caught up in premature content discussions. By streamlining our approach, we ensure that review stages are dedicated to refining the overall solution, allowing us to deliver impactful, data-driven results without unnecessary delay.
Digital Transformation & User-Centred Service Redesign
Client: A London Borough Council
Duration: 9 months
Value: £320,000
Role(s) Provided: Technology Strategy Advisor, Enterprise Architect, Data Consultant
Challenge:
The council wanted to improve digital access for residents, particularly in housing and benefits services, while reducing reliance on in-person and paper-based transactions.
3Roc’s Approach:
Conducted discovery workshops with staff, residents, and service users to identify pain points.
Designed a Digital Service Blueprint aligned with Government Digital Service (GDS) standards.
Integrated multiple legacy systems into a single data platform, improving reporting and analytics capability.
Introduced automation for high-volume, low-complexity processes.
Outcome:
Online transactions increased from 35% to 78% of total service interactions.
Reduced average case resolution time by 40%.
Estimated £250,000/year operational savings.
Improved resident satisfaction scores in annual survey by 22%.
