The Borough of Bolton in Greater Manchester is home to over 260,000 people, whose economic, social and welfare needs are served by Bolton Council – one of the best performing local authorities in the country, with a top rating of four stars under the new Comprehensive Performance Assessment.

In delivering its services, every year the authority receives up to one million phone enquiries and 250,000 visitors through its 12 reception points and operational centres. However, with many disparate departments taking phone calls, customers complained that they were passed ‘from pillar to post’ and there were issues regarding the consistency and quality of service delivery across the council.

Download the 'Bolton Council' case study PDF [121 KB]