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Stockport Council's new adult social care website 'My Care, My Choice': A business case for service co-design

Performance indicators


  • Since going 'live' the website has received over 100,000 hits.

  • Contacts, enquires and observations at the contact centre for the period have gone down by 29%, freeing up resources.

  • Whilst the telephone remains the main method of contacting Stockport, it is pleasing to note that email contacts have doubled (albeit from only 1% to 2%) reducing phone enquiries, showing a positive trend even within the short period since launch of the My Care, My Choice website.

  • The number of ‘abandoned’ and ‘closed’ contacts have been reduced by 38.4%. Previously people dropped out midway through the assessment process due to issues such as not being informed that there was a charge for services.   

  • The number of enquiries and observations received by the Contact Centre that lead to a referral to the ‘back office’ (i.e. social work teams) has been reduced by 36%.

About this case study
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Jude Wells
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Jude Wells provided Governance International with this case study on 13 December 2010. This case study was updated on 27 September 2011.

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