Digital transformation analytics

Drive transformation and improve quality and efficiency.

Digital Transformation Analytics brings together CIPFA, which is recognised as the local government benchmarking and analytics market leader, and RedQuadrant, which has unrivalled customer focus and transformation expertise. It also provides access to a peer network that can offer invaluable advice to those tasked with transforming how their organisation delivers services and engages with service users. 

Its aim is to help you identify and target where savings and improvements can be achieved, and provide a way of setting challenging but realistic change goals. This is explained more fully in our A4 brochure. It also links you to sources of peer to peer and specialist support for managing digital transformation.

Who is Digital Transformation Analytics for?

Anyone in a local authority with responsibility for transforming contact, including: 

  • chief executives
  • managers responsible for business transformation
  • chief financial officers
  • chief information officers
  • contact managers
  • customer service managers
  • IT managers.

“We used the report to make a case for changing some of our service KPIs that were outdated. These KPIs had been seen as touchstones for service performance. The data has helped make the case for change.”

Andrew Fellowes, Sheffield City Council

What the service offers you

Insights and impartiality

Digital Transformation Analytics provides actionable insights based on real contact data and the real experience of peers. It will demonstrate where the most likely areas for savings and improvement can be found, and what realistic change goals look like. The service has no channel prejudices or agendas beyond understanding what works and why in delivering a high quality service experience in an affordable way.

“The data has been shared with important stakeholders in the customer service team and I believe it has helped give us more direction and understanding of how other authorities are managing similar changes to us.”

Nicola Hughes, South Kesteven District Council

Networking and expertise

It offers access to your peers in other local authorities who are working to find solutions to real life challenges similar to yours, not just case studies from hardware or software suppliers who may be focusing on single services or channels. 

It also offers a team of experts from CIPFA and RedQuadrant with decades of experience in working with local government on change and service transformation.

Review events: We have replaced the regional one day workshops with a series of 'bite-sized' webinars that will be recorded and available for later viewing. Those who attended the regional meetings were very positive about them, but many found it hard to take a day out of the office and some had to travel considerable distances to get to them. The webinar reviews will remain members only and free to members.

Themed webinars and workshops: The service includes many local authorities with a wealth of experience and there are many ideas emerging in the digital delivery landscape. This year we will be looking at creative ways of getting people talking and networking on what we identify as hot topics. This will be free to members.

Conference type events: We will be looking at one day conference style events where you can meet and talk to peers about their work and talk our team of  our consultants and experts. Our aim will be for members to help us provide the event format they need. It is likely that these events may require sponsorship and/or some small charge for attendance, and members would receive a generous discount. 

How the service can be used to support digital change

Evidence of your organisation's performance and potential

Evidence is critical to sound decision making, planning and change management. In making investment decisions it is critical to know what is realistic in terms of channel shift and savings. Digital Transformation Analytics offers the only set of local authority data that covers all channels and key services, allowing you to make informed decisions.  

The service also offers the only set of data that compares peers using quantitative data on a ‘like for like’ basis in terms of authority type, population size and population characteristics. It has the potential to tell you both how your organisation is performing relative to its peers and which areas of improvement might yield the greatest returns.

This is also shown as a change diagram in our Brochure.

How to take part

Annual membership of Digital Transformation Analytics runs from 1 April to 31 March every year, so sign up now to receive the full benefits of 2016/17 membership. Questionnaires will be issued to subscribers in June each year and the exercise is split into two streams:

  1. Strategic Survey
  2. Contact Analytics Tool.

Prices have been frozen for 2016. Each stream is priced at £340 for district councils and £680 for unitary authorities and county councils. Last year around 90% of member authorities participated in both streams, and as for last year there will be a 25% discount for joining both. This means that the combined price is £1,020 for unitary and county councils and £510 for districts.

To join, complete and return our membership form and see full terms and conditions.

The two components of Digital Transformation Analytics

The service is designed to work best and provide deepest insight if both elements are completed. Membership of both streams will give you insight into your customer contact strategy, the organisation's view of its strategic maturity and performance and quantitative data on its actual performance.

Strategic Survey

The Strategic Survey gathers and compares information on what strategic approaches authorities are taking, where they see themselves in terms of change and what their priorities for change and efficiency are. It specifically looks at: 

  • positioning of customer services within the organisation
  • strategic focus and improvement models
  • current and future customer contact models
  • the role of shared services and intermediaries in delivering customer contact functions
  • channel-shift and self-service
  • customer relationship management (CRM) and other systems and their integration
  • outsourcing of customer service functions.

Contact Analytics Tool

The Contact Analytics Tool gathers and compares data on actual contact volumes by channel and key service to arrive at a snapshot picture of what is actually happening in terms of contact. Through this it is possible to estimate the likely costs of contact and potential savings for individual authorities. The main areas covered are: 

  • telephony – numbers of calls in and out, abandon rates, who is answering them, customer services or ‘back office’
  • face-to-face contact – number of visits, FTE staff involved, visit durations
  • website activity
  • email activity
  • payments processed via various channels
  • mail activity
  • degree of automation in service requests and payment processing
  • where changes will deliver the greatest savings and improvements.

White papers

The papers below by Dr Gerald Power will be of interest to any local authorities engaged in the process of transforming their service delivery model and seeking to achieve savings and improvements from the use of online or digital options.

Gerald has worked within central government and with local government for nearly a decade on channel shift and is a passionate advocate of ‘digital self-service’. However, as well as highlighting the potential benefits he also provides some plain talking advice on why channel shift often fails to deliver those anticipated benefits. 

Having worked within the Cabinet Office and Directgov and with leading public and private sector organisations, he has in-depth experience of both success and failure in channel shift at the national and local level. His area of particular expertise is in obtaining and using evidence of cost, contact volumes and behaviour in making the business case for investing in change and driving projects through to successful completion.

The papers have been written in support of the work CIPFA is doing in partnership with RedQuadrant on customer contact and providing the tools needed to understand contact and manage change. Delivering the Digital Dividend was published in June 2014 and Customer Contact Revolution Not Evolution was published in July 2015.


PDF 194 KB

Download now

Delivering the Digital Dividend

PDF 275 KB

Download now


PDF 223 KB

Download now

Digital Transformation Analytics

PDF 542 KB

Download now