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Hounslow commences cloud-based case management switch

Neil Merrett Published 04 November 2016

Authority will pilot new system that will provide citizens with direct access to status of their online transactions as part of agreement with Jadu


Hounslow Council is to pilot a new cloud-based case management system that it expects will provide complete oversight to users of their service transactions, starting with an initial focus on online waste services.

Councillor Ed Mayne said that the authority was, in the longer-term, looking to provide residents with an increased choice of the services that can be completed online, while removing the need for additional follow ups like phone calls in order to better focus its resources.

“This will free up our time to support those residents who are not as confident with digital self-service channels,” he said of the agreement.

The authority has signed a deal with software provider Jadu to implement a real-time case management system that is anticipated to be in place by early 2017.

An estimated £225,000 is being spent on Jadu services in order to move away from legacy systems towards supporting more flexible staff working as it relocates its civic building.

“The council has engaged creative agency Spacecraft Digital to redesign the website, underpinned by the Jadu Continuum web platform, which includes the ‘Jadu CXM’ customer relationship management and case management system,” read a statement on the agreement.

According to the software group, a key function of its contract with Hounslow will allow citizens to have direct access to cases when they register an application, query or transaction with the authority.

As part of its wider push towards creating services that can allow users to track their progress, Mayne noted that the council's first priority was to move its waste service online.

“We want our residents to be able to report a missed bin, to pay for a replacement bin and to apply and pay for garden waste online. This service is provided to all residents so for Hounslow, it’s the right service to digitise first,” he said.

He said the wider ambition was then to move more services online to improve the flexibility of its work.

“We are developing an ambitious digital programme so that we can review all our services through a digital lens to see where there are possibilities to move services online,” he said.

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