Service deliveryDigital Customer ServiceLichfield District Council invests in digital self-service

Lichfield District Council invests in digital self-service

Council moves to a modern, self-service system, initially to support garden waste sales with other services to follow

Lichfield District Council has invested in a new ‘digital concierge’ from Jadu Continuum CXM that will enhance digital customer service.

Councillor Andy Smith, Cabinet Member for Revenues, Benefits and Customer Services at Lichfield District Council explained: “We had been using a legacy CRM for a number of years, which was not connected to the web or a customer account facility. We recognised we needed to move to a modern, self-service system, particularly to support garden waste sales.

“We chose Jadu Continuum CXM as it gives our residents direct access to requests and acts as a digital concierge. Being transparent, and making sure everyone is in the loop, will play a big part in helping ensure that digital services become the preferred method of interaction between our residents, businesses and the council.”

Jadu CXM allows citizens to track their service requests in real-time as automatic notifications inform users when their service status changes, ensuring everyone is kept fully up to date.

The council’s online waste services, which support a joint waste service across Lichfield District and Tamworth Borough are the first to be delivered by Jadu Continuum CXM, supported by Bartec waste collections software and waste truck, in-cab tracking.

A roll-out plan across other services is currently being developed and will see forms ranging from reporting an abandoned vehicle, through to street cleansing requests.

Suraj Kika, Jadu CEO said: “Lichfield District Council’s innovative approach to service redesign is delivering new processes that support end-to-end digital customer self-service.

“Digitising the waste service is just the first step in the council’s digital transformation and an absolutely fantastic achievement for a smaller local authority against a backdrop of huge budget challenges. What we are delivering is completely reusable and available to all our customers as a standard Integration through our Integrations Hub.”

Lichfield District Council is also supported by Jadu Continuum XFP, a mobile friendly eForms solution that provides non-technical tools to build online forms and digitise business processes.

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