How Runnymede Borough Council is transforming service delivery with Jadu and Microsoft Teams Integration

Runnymede Borough Council has taken a major step forward in establishing its ‘Digital Layer’ by integrating the Jadu Digital Platform with Microsoft Teams. Led by Stephen Bowen, Head of Digital Innovation & Delivery, the council has leveraged this integration to bridge the gap between customer contact and internal service areas, making case management more efficient and responsive and connecting customers with the back office. The Digital Layer is Jadu’s framework that helps organisations understand how they can prepare themselves for AI by connecting their back-office systems to customer-facing tools in a way that is transparent, efficient, and accessible.

Sign up for the webinar session where Runnymede Borough Council share how they are transforming service delivery with the integration on 12th March 2025 at 10:30 am - 11:30 am.

Breaking down barriers to collaboration

One of the biggest challenges councils face is ensuring that customer interactions don’t get lost in inboxes or buried under competing priorities. Previously, Runnymede Borough Council relied on email templates and data capture forms to update cases, but this method led to lost messages and slow response times.

By integrating Jadu with Microsoft Teams, the council now sends Adaptive Cards (actionable snippets of content that you can add to a conversation through a bot or message extension) directly into Microsoft Teams chats, allowing staff to take action instantly. “We can send a contact straight into Teams and update the Adaptive Card in real-time,” Stephen explains. “That way, employees can respond, close the case, and maintain a full timeline of interactions - without ever leaving Microsoft Teams.”

In the video below, Stephen Bowen, Head of Digital Innovation & Delivery at Runnymede Council discusses with Suraj Kika, CEO & Founder at Jadu how he led the integration of Microsoft Teams with the Jadu Digital Platform to deliver a "game changing" shift in how the organisation manages customer cases.

Interoperability - powering up with Jadu, Microsoft Teams and Copilot

The integration leverages Microsoft Power Automate to streamline workflows and send real-time notifications. Instead of traditional email reminders about SLA breaches, Runnymede Borough Council now delivers notifications via Teams, ensuring urgent cases don’t go unnoticed.
These notifications appear as activity alerts in Microsoft Teams, providing a clear and actionable message without cluttering inboxes. Stephen Bowen highlights the benefits, “Instead of bombarding people with emails, we can send an activity alert that pops up via Adaptive Cards in Teams and links directly to the case. It’s a much more effective way of keeping employees engaged.”

The Digital Layer - a game-changer for Case Management

Adaptive Cards have completely changed how Runnymede Borough Council manages customer contact. “Think of it as a form inside of Microsoft Teams,” Stephen Bowen says. “You can push all case data into an Adaptive Card, update it, and link back to the case in Jadu.”
This has already transformed several key processes:

• Telephone messages (department callbacks)
  Previously, missed calls weren’t logged, leading to repeated follow-ups. Now, calls are recorded in Jadu, and an Adaptive Card is sent to the relevant officer in Teams. This process is live and employees can respond and close the case, providing a full audit trail.
• Customer contact cases
  When a resident submits a general enquiry via the council’s website, it is logged in Jadu and assigned to an officer. Instead of relying on email, the notification will be sent directly into Teams, where the officer can respond immediately. This is still in testing but due to be rolled out shortly. 
• Corporate contact and post-handling
  The council is also exploring how to digitise incoming post. “We’ve built a service in Power Automate that scans incoming post, assigns it to a team, and creates a case in Jadu,” Stephen Bowen explains. “The officer can then close it directly from Microsoft Teams.”

A seamless experience for staff

The integration’s success lies in its simplicity - staff don’t need to learn a new system. “Everyone uses Teams,” Stephen Bowen points out. “So instead of asking them to log into a different platform, we bring Jadu into the tool they already use every day.” This approach has been well received, with leadership teams and frontline staff embracing the change. “We’ve had great feedback from teams who are out and about and need a quick, seamless way to manage customer interactions.”

Game-changing potential

Stephen Bowen is excited about the broader possibilities of the Jadu and Teams integration. From automating DVLA lookups to leveraging AI for document recognition, the council is just scratching the surface. “Once you build a flow in Power Automate, it’s easy to repurpose,” he explains. “This is a game-changer if people are ready to embrace it.” Beyond immediate efficiency gains, this integration could also be a possible opportunity as Councils approach the  local government reorganisation and devolution.

With Runnymede Borough Council leading the way, the Jadu and Microsoft Teams integration is proving to be a powerful tool for improving service delivery, streamlining internal processes, and making digital government more accessible for staff and residents alike.

Sign up for the webinar session where Runnymede Borough Council share how they are transforming service delivery with the integration on 12th March 2025 at 10:30 am - 11:30 am.