Canterbury City Council switches to ‘real-time’ digital customer service platform and ‘lite’ CRM

Canterbury City Council is implementing a new approach to delivering online services with a cloud-based ‘real-time’ case management system by UK based software company Jadu.

“We’re implementing immediately with ‘bins and recycling’ due to go live first followed by ‘events management’ which includes licensing and booking services,” said Peter Davies, head of digital transformation at Canterbury City Council.

“We chose the Jadu CXM digital customer service platform because it provides centralised work queues for all teams to access and manage queries with an update on the status of the case. Changes in the status trigger an email notification for the customer as well as partners and third-party providers, so they are continuously kept up to date and benefit from complete transparency.”

With more than 160,000 residents, Canterbury has an objective of delivering more than 80% of transactions online within the first year, increasing to 85% by the end of the second full year of delivery.

The council has also engaged creative agency Spacecraft Digital to redesign using Jadu CMS and using Jadu Galaxies, a website creation system which allows quick-to-deploy ‘cloud’ delivery of CMS-driven websites.

Canterbury City Council has ambitious targets to increase the usage of online services with a focus on real-time conversation and service automation tools to make the experience as efficient and intuitive for residents as possible.

“Our focus is on making digital customer services the channel of choice for residents and that means every aspect of design is based on their needs.

“It’s all about the user experience and making it as easy as possible for people to communicate with us and make use of their council services” added Davies.

The council is investing circa £200,000 in Jadu Continuum CXM and Jadu Continuum CMS, which will enable residents to track progress of their interactions with the council 24/7, delivering an ‘Amazon-like’ personal account experience.

Related reading