Harrow LBC came to The MJ Awards 2015 with strong empirical evidence that its progress on moving services online had positively supported both residents and the council itself.

In 2012 the London borough was operating a highly successful call centre that was dealing with over 90% of all customer contact. Despite the service answering over 120,000 calls each month, average waiting time was just 30 seconds while 90% of enquiries were resolved without the need for further interaction.