Swindon Borough Council’s transformation journey hasn’t just been about new technology - it’s been about measurable change, and through Jadu Connect, the Swindon team is delivering services faster than ever, offering clearer communication and providing better outcomes for both residents and colleagues.
A council built on data and design
Over the last few years, Swindon has transitioned from 15 million bits of paper to a truly digital-first approach, embedding reusable design patterns, integrated workflows, and data-led decision-making at scale.
Now, two-thirds of Swindon’s 1,600 employees use Jadu Connect to deliver and manage services across the council, from home to school transport, funding support and street works licences, to waste management and resident casework.
The numbers behind the change
By digitising and standardising complaint workflows in Jadu Connect, the team has reduced average resolution times by 30%, ensuring residents get clear answers sooner.
Swindon’s waste booking system (also powered by Jadu Connect) remains one of its most in-demand digital services, successfully directing “traffic from the road to the website”, with over 23,000 bookings each month.
Thousands of hours have been saved through automation and low-code workflows, as approval processes that once required multiple emails and manual checks now move seamlessly through the system. Over 1,600 staff are now connected, with over 1,000 using digital workflows every day.
Hundreds of reusable components have been designed for consistency, ranging from address capture to notifications, enabling new services to be built and deployed in days rather than months.
With support approvals, case management, and resident updates all flowing through Jadu Connect, Swindon has built a foundation for joined-up, insight-driven services.
The next steps
The Swindon team is now looking ahead with several key initiatives. They plan to implement single sign-on functionality in Jadu Connect to reduce login friction. This will embed approval processes directly into everyday tools. Additionally, there will be deeper integration between Jadu Connect and back-office systems such as Bartec, providing real-time visibility into issues like missed bin collections and enabling faster responses for residents. Furthermore, the team aims to use data science to generate predictive insights, shifting from “what happened” reporting to more proactive decision-making about “what happens next.”
Culture and code
While the technology plays a crucial role in progress, Swindon’s Director of Customer, Digital, Data & Technology, Stephen Lugg, emphasises that digital transformation goes beyond just systems:
"We can all spend millions on technology and make no impact. True transformation is about people - and Jadu Connect helps our colleagues work better.”
By developing digital skills internally, utilising low-code development to empower teams, and reducing reliance on external suppliers, Swindon has shifted its improvement journey from a financial challenge to a culture of innovation driven by demand.
A fairer, better, greener Swindon
The results are already evident: faster responses, fewer complaints, less duplication, and more time for meaningful work. However, the vision extends even further - to a connected council where residents can log in once, view all their services in one place, and receive proactive updates on matters that are important to them.
Fewer systems. Fewer paper forms. Faster outcomes. That’s measurable transformation - powered by people, processes, and Jadu Connect.
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