Service deliveryDigital Customer ServiceStoke-on-Trent to give citizens the ability to track service requests in real-time

Stoke-on-Trent to give citizens the ability to track service requests in real-time

Cloud-based ‘real-time’ case management system that gives residents complete transparency over their interactions introduced by council

Stoke-on-Trent City Council is moving to Jadu Continuum CXM, a cloud-based ‘real-time’ case management system that gives residents complete transparency over their interactions with the council.

The move will enable users to track their service requests in a real-time timeline view. Automatic notifications will inform citizens when their service status changes, ensuring everyone is kept fully up to date.

“We are very familiar with Jadu having used its content management and forms products for a while now.  The addition of Jadu Continuum CXM will give residents direct access to their cases and act as a digital concierge that helps the council, our partners and citizens to collaborate, solve problems and deliver services,” said Jon Barker, ICT Project Manager at Stoke-on-Trent City Council.

“An iterative rollout will let us to build on what works as we add internal and customer services on the new platform. We’ll be working closely with Jadu to get the first case types live and will then take the lead in designing and implementing the workflows ourselves.”

The council already uses Jadu Continuum CMS, an easy to use publishing tool, Jadu Continuum XFP, a powerful, secure and flexible eForms solution and PayBridge, Jadu’s payments platform. The council is adding Jadu Continuum CXM and CXM MyAccount.

Jadu Continuum CXM will be implemented in a three stage process. The first stage will see Jadu deliver the first case type, while Stoke-on-Trent’s project team observes and learns how to develop workflows for services using the tools. The second will see Stoke-on-Trent deliver the case type supported by Jadu. The third will see Stoke-on-Trent continue designing and implementing workflows and forms on its own.

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