Reaching more service users than ever before with Citizen Space
The challenge
Transport for London (TfL) consulted on topics ranging from major infrastructure projects to minor adjustments in local transport schedules. They had a well-established process for consulting with key organisations but needed a tool to open these consultations to the general public whilst improving their internal processes for running and managing consultations.
Our approach
TfL selected Citizen Space as their public consultation platform. The cloud-based system allowed them to manage, publicise and archive all consultation activity in one place. Because Citizen Space is intuitive and simple to use, it made it easier for the public to submit responses to consultations whilst making all the standard requirements for creating consultations a simple task internally.
The platform's scalability allowed them to run consultations on small areas, such as a particular part of one street, through to issues affecting millions of commuters, such as changes to a tube station.
The results
In 2013, TfL used Citizen Space to consult on proposals for London buses to stop accepting cash payments, resulting in their largest-ever consultation response (at the time) with over 37,000 responses received.
.webp)
Citizen Space has transformed the way we are able to engage with our customers and stakeholders. It has allowed us to reach and listen to the views of more service users than ever before.
Delib is a govtech leader specialising in consultation and engagement, trusted by over 600 government organisations worldwide, including major planning projects. Since 2004, we've been building secure, accessible digital platforms to make participation simpler, fairer, and more inclusive. Our flagship product, Citizen Space, was built in collaboration with the UK government and has supported more than 11 million responses across over 110,000 democratic activities.