Harrow Council – Harrow Clicks

Design for Society
The Team


This is a demonstration of how the design of a communications campaign changes the way people use local public services with the impact of improving the experience, driving down costs and diverting precious resources from operational costs to frontline services.

Harrow is a north west London borough and is the most ethnically diverse local authority in the country. The Council has been striving to improve both its financial position and the level of customer service provided across the Council. The Council and its new Chief Executive have been committed to a programme of continuous improvement in conjunction with the Council's strategic business transformation partner, Capita. Working with Capita, the Council has established that dealing with a customer online costs just 17p compared to the £7.73 cost of dealing with customers face-to-face.