Lancashire County Council, one of the largest local authorities in the UK, supports a wide range of citizen services across departments and communication channels. Faced with rising demand, complex internal processes, and fragmented knowledge sources, the Council turned to Polly.Help to establish a single, trusted platform.
By integrating centralized knowledge into its customer service ecosystem, Lancashire improved operational efficiency, reduced duplication, and empowered both staff and citizens with accurate, up-to-date information.
Polly.Help has transformed the way our agents access and share knowledge. It’s helped us reduce handling times, improve consistency, and make our onboarding far more efficient.
Charlotte Catterall,
Operational Support Manager, Customer Access Service, Lancashire County Council
The Challenge
Inconsistent answers across teams and contact channels
Faster response times through efficient, structured knowledge access
Higher service consistency across multiple public-facing services
Reduced training time for new hires
Increased agent confidence in handling complex enquiries
Building the Futureof Public Service Delivery
By empowering their contact center teams with the right information at the right time, Lancashire County Council is setting a new standard in public service delivery.
With Polly.Help at the core of their operations, they’re ready to scale, adapt, and continue delivering high-quality support across every channel.
Ready to simplify and scale your public sector knowledge operations like Lancashire?
MoreCase Studies
At Polly.Help, we’re proud of the organizations we support and even prouder of the impact they’ve achieved.
Each of our clients has their own story: a challenge, a solution, and measurable results. From faster onboarding and improved service KPIs to reduced operational friction and smarter AI usage our platform is driving change across sectors.
But don’t just take our word for it. Dive into their experiences and see what’s possible when you centralize knowledge with Polly.Help.
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