Streamlining Council Services for Efficiency - Episode 2 - Change of Address

A resident moves house and updates their address with council, it feels like a five-
minute task. Behind the scenes, it's often anything but.

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In episode 2 of Streamlining Council Services for Efficiency, we turn to Change of
Address, a service most residents assume is a single update. In practice, it's rarely that
simple, and the gap between what residents expect and what actually happens is
where a lot of avoidable rework creeps in.

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Why this service is harder than it looks
Residents assume that updating their details in one place at council means it's updated
everywhere. Without a single source of truth for customer records, that update often
has to be repeated manually across multiple systems, creating errors, delays, and extra
handling for council teams.

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What changes when it's redesigned
We explain why the fix isn't simply digitising the existing process. Technology can only
do its job properly once the process itself is redesigned around the resident's journey,
not the council's internal systems. Watch the episode to see what that redesigned
journey looks like in practice, and why it results in a faster, more accurate service for
residents and less manual work for staff.

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Follow along
This is the second episode in a four-part series looking at everyday council services and
what better, more efficient versions of them look like. Watch the episode, and if it
strikes a chord, book a session with Pierre to talk through where your own services
might be creating similar friction.

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