Laying the Foundation for Knowledge-Driven Public Services
As a newly formed authority, West Northamptonshire Council (WNC) faced the challenge of unifying and modernizing service delivery across departments and legacy systems.
A fragmented knowledge landscape made it difficult for customer service agents to provide consistent answers and created inefficiencies across the contact center.
To support their transformation agenda, WNC selected Polly.Help to serve as the backbone of their knowledge strategy.
With Polly.Help, we’re building a modern, reliable knowledge foundation that enables our teams to work more efficiently, serve more consistently, and ultimately deliver better outcomes for our residents.
Gifty Beckley,
Project Manager, Transformation Team, West Northamptonshire Council
The Challenge
Knowledge spread across multiple systems and departments
Inconsistent service delivery and customer communication
Long onboarding time for new advisors
Increased pressure on internal teams due to unclear or outdated procedures
The Polly.Help Solution
WNC deployed Polly.Help as a centralized knowledge platform for their customer contact center enabling advisors to quickly find structured, validated content in a single interface.
Polly.Help integrates seamlessly into their agent environment, streamlining internal processes and supporting a unified public service experience.
A centralized knowledge portal for all service areas and advisor levels
Smart article types including FAQs, procedures, policy references, and scripts
Scalable governance model for content validation and continuous improvement
Consistent answers across voice, web, and future digital channels
The
Results
Improved findability of accurate, validated answers for advisors
Increased consistency across departments and communication channels
Faster onboarding of new advisors with guided knowledge flows
Reduced internal escalations and duplicated effort
Knowledge as aStrategic Assetfor Local Government
By implementing Polly.Help, West Northamptonshire Council is transforming knowledge into a strategic asset empowering teams, unifying service delivery, and laying the groundwork for scalable, citizen-first digital services.
Want to modernize service delivery and empower your public service teams like WNC?
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.
To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.
Functional
Always active
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
Preferences
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
Statistics
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
Marketing
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.
