Telford & Wrekin Council delivers a personalised 'one council - one source' customer service
Telford & Wrekin Council has recently launched its new
‘customer driven' web site, developed in
partnership with leading web content management provider Jadu, to
provide a personalised experience for anyone making online
contact with the Council.
The Council's customer services strategy provided the key driver
for a change in delivery platform for web services with key
- To make it easier for customers to find what they are looking
for by delivering a ‘one council- one source'
approach to services delivery
- The provision of access to services at a time and place
convenient to the customer with the objective of moving to 24x7
- To respond to 80% of customer enquiries at the first point of
Telford & Wrekin Council selected Jadu 1.7.net as its web
transactional platform, after a full procurement. The previous
web content management system had placed restrictions on what
users could do; was limited in its search functionality and
required significant effort to keep up to date. As a result there
was a low level of ‘content ownership' within the
The Jadu solution overcame these issues as its supported the
‘one council- one source' strategy through its
ease of use and flexible framework. This encouraged user
ownership, with the result that over 90 ‘virtual
authors' are now in place across the council and 20 Team
Champions have been established to promote the change in approach
Already this approach has resulted in a reduction by 35% of the
number of web pages required as all content is retrievable. This
new approach will support greater online customer and community
engagement through the two way communications provided, whilst
also enabling customers to personalise their online interactions.
It also enabled the Council to achieve better compliance with web
standards and government legislation.
Councillor Sean Kelly, Cabinet Member for an Efficient Community
Focussed Council, said: "This in another exciting development in our drive to improve
our services to customers and help to get more involved in the
services we provide. The new website will be much easier
to use and let people do more, where and when they want to.
Further improvements will continue during 2010 to develop the
best possible website for our customers."
Suraj Kika, CEO Jadu Ltd, said "Telford & Wrekin Council's customer engagement approach
to online service delivery, will have a major impact on it's
improved ability to respond to its customers. The capability for
customers to experience a more personalised and easy to use
service, will encourage a rapid uptake of the online channel and
enable increased efficiency savings that are essential now in
this new age of austerity."
About Telford and Wrekin Council
The borough of Telford & Wrekin is a vibrant mix of urban and
rural with a population of almost 170,000. Situated in the West
Midlands, approximately 30 miles west of Birmingham, it includes
the Ironbridge Gorge - designated a world Heritage Site. At its
heart is the "New Town" of Telford which is the fastest growing
area in the West Midlands. Telford & Wrekin Council is a
unitary authority providing over 700 services to local residents.
Among its key goals are its Borough Towns Initiative - a huge
drive to regenerate the borough infrastructure and economy, as
well as ensuring it engages more with residents and that it is
easier for them to access Council services.
For more information about Telford and Wrekin Council please
Jadu helps organisations to create and manage their online
channel quickly, simply and cost effectively. Jadu was formed in
2001 to provide Content Management Systems (CMS) for government
organisations. Since its first major implementation for BERR in
2002, Jadu has evolved further and been implemented for hundreds
of private and public sector organisations across the UK.
Providing a refreshing approach to Web Content Management, Jadu
offers ground-breaking functionality including integrated Online
forms, Enterprise search with Google, user intelligence and full
statistical reporting, full standards compliance, product and
catalogue management with a host of other web productivity tools
and unparalleled support service with excellent and demonstrable
return on investment.
To find out more about Jadu's approach to Return on Investment
(ROI) delivery http://www.jadu.co.uk/moreforless
Further information on Jadu can be found at: http://www.jadu.co.uk/
Further information (external website)