Wigan Council is always looking for ways to improve the experience for its citizens as part of the council's strategic approach, 'The Deal', and the implementation of the Jadu Digital Platform LITE (Jadu MyAccount, Forms, and CRM) during the COVID-19 pandemic was a perfect opportunity to do just that. As the need for digital services increased, the council quickly adopted the platform and integrated it with their existing website.
One of the key integrations for the council was with their Legacy Asset Management system, 'Mayrise.' Wigan Council, using their in-house development skills, delivered the integration and created forms and workflows using the low-code Jadu Digital Platform.
Amanda Litherland, Business Partner for Digital Services and Tracey Boffey, Service Manager for Digital Services at Wigan described what life was like before Jadu and how their implementation has transformed how the council engages with customers online.
Previously, the council's service team used two different back-office systems to update customers, which led to a lack of transparency and often resulted in confusion for residents. The integration with Mayrise allows the council to have more control and make sure that the information is accurate before pushing it through to the system. This prevents clogging up the back-office Mayrise system with unnecessary tickets and allows for linking duplicate cases together. The integration also pulls back the Mayrise number for customers, allowing them to receive meaningful updates as the work progresses and track the progress of their service requests through the Jadu MyAccount and Jadu Connect Case Management.
The integration also helps to reduce complaints and the follow-up with customers, particularly around duplication of reports. Officers can update cases on the go from devices, which reduces administrative time and travel back to the office. This allows them to focus on the needs of their customers and provide a seamless experience.
"Prior to commencing the project, our highway asset management system vendor (YOTTA) advised that this type of integration between systems would be unachievable, as their system (being quite old) was not built for this type of digital system working".
Overall, the integration has been a game-changer for Wigan Council. It has unlocked automation, making the citizen experience seamless and the managing of cases in their Jadu Connect CRM quicker and easier with automations. The council is now able to deliver digital services more efficiently, providing a better experience for its citizens. The council is seeing the benefits of this integration and is excited to continue to explore other ways to improve the experience for its residents.
The integration allows the council to have more control and makes sure the information is accurate before pushing it through to Mayrise. This also prevents clogging up the back-office system with unnecessary tickets. The integration also allows for linking duplicate cases together and pulling back the Mayrise number for customers. This allows for more transparency in the process and customers are able to receive meaningful updates as the work progresses. Additionally, officers are able to update cases on the go from devices which reduces the administrative time and travel back to the office.
The council has been nominated for the Highway Customer Engagement Transformation Project Award for developing its Digital Services in Jadu.
Read the news story: Wigan Council shortlisted for award for Highway Customer Engagement Transformation Project with Jadu Digital Platform Saving £100k per year
Contact the Jadu Team to find out how you can leverage your back-office data and systems to deliver a seamless digital experience for customers and make sure they are always kept in the loop.