Session 3: Mapping your public service with Wrexham County Borough Council
Join Kay O’Flaherty, Head of Service Digital, Customer and Cymreig, and Rob Griffiths, Digital Services Team Leader at Wrexham County Borough Council, as they explore the digital transformation of the council housing application process. This session will reveal how a time-consuming, paper-based system was reimagined using service mapping techniques to streamline operations and enhance user experience. Learn how “As Is” and “To Be” mapping, alongside data-driven insights, have shifted the majority of applications online, reducing failure demand and improving communication.
Series overview
Join us for our new Lunch and Learn series: Mapping your public service – bite-sized, 30-minute sessions designed to bring service mapping to life through practical case studies from the Welsh public sector. Running fortnightly from early March, this series will explore how organisations are using service mapping to improve user experiences, tackle operational challenges, and design more consistent, effective public services.
Through this series, we’ll highlight best practices, share lessons learned, and explore common approaches that are making a difference across Wales. Whether you're new to service mapping or looking to refine your approach, these sessions will provide practical insights to help you get started.