Self accelerates channel shift and improves customer service by enabling citizens to self-serve.

Through a common interface, authenticated citizens can access personalised services and information online at any time.

Self is underpinned by our ‘Customer Index’ that creates a single customer record used by all back-office systems and channels.

Over 130 UK councils rely on our Platform!

Firmstep is a leader in helping local government to build and deliver better services.


This innovative approach increases efficiencies by preventing data duplication, service silos and saves vital staff time by reducing unnecessary contacts.

  • Create a login quickly.

  • Track the progress of their services and enquiries.

  • Engage with your organisation and community through e-petitions and forums.

  • Manage their personal data and notify you just once, if their circumstances change.

  • Enjoy a seamless online experience regardless of which department delivers the service.

  • Choose which language they would like to use.

Firmstep’s Self in action

The London Borough of Bexley has transformed its customer services by using Firmstep’s self-service portal to enable channel shift. The online portal enables the public to access over 100 of the Borough’s services with nearly 1,800 self-service requests being made per month.
Having introduced the Self module, 30% of routine waste and recycling transactions have now channel shifted to online.
They have also used Self to achieve 99% online channel shift for applications for school selection tests in the borough.

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