Almost £12 million in efficiencies have been delivered by South Cambridgeshire District Council while improving resident access to services and modernising the way it works.
The savings have come from the Council’s five-year Transformation Programme and includes 24/7 access to information and services through a redesigned website, online forms, and the development of SAM - the Council's AI assistant for webchat and telephone enquiries.
There is also a single ‘Golden Number’ for residents contacting the Council – whereas previously there were lots of different phone numbers.
And while new technology has played a key role in the programme, the Council has remained committed to ensuring services are accessible to everyone. Residents can still access high-quality support by telephone or in person - with the Contact Centre at South Cambs Hall in Cambourne remaining at the heart of customer service.
A report discussed at Cabinet on Tuesday 29 September highlights how the programme has modernised services, streamlined processes and improved the customer experience.
Cllr Natalie Warren Green, Lead Cabinet Member for Resources for South Cambridgeshire District Council, said: “We have delivered major improvements, including developing more than 200 online forms. More than 48,000 online forms were submitted by residents in the last nine months alone. The programme has modernised the way the Council works, made it easier for residents to access services and ensured we are making the best possible use of public money. Balance has been maintained for those who would rather not contact us online too, with residents who don’t use the internet telling me that they are pleased to be able to phone the council and speak to a person, or to pop into the offices. Importantly, transformation has improved services for residents and ensured the Council remains financially strong and fit for the future. I would like to thank all colleagues who have helped make the programme such a success."
The Transformation Programme was established in 2021 to ensure the Council continued delivering high-quality services despite rising demand and reduced central Government funding
The report shows the programme has generated efficiencies worth around £11.9 million, with more than £8.2 million directly benefiting the District Council and the rest is shared with Cambridge City Council through some joint services. One of them – Greater Cambridge Shared Planning - has gone through significant transformation. It is now recognised nationally for its innovative use of technology, customer focus and service performance.
Among financial benefits delivered were annual salary savings through automation and process redesign as well as increased income from commercial waste services.
While the formal Transformation Programme concluded in March 2026, continuous improvement work will continue, building on the foundations established over the past five years.
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