London Borough of Hounslow

The Journey to Improved Online Service Delivery

London Borough of Hounslow - A Case Study

Hounslow London Borough Council

The digital team at London Borough of Hounslow Council embarked on an exciting journey to improve service delivery

Switching from Salesforce to Jadu CXM, the council now uses the full Jadu platform to provide end-to-end digital services to its citizens.

The journey started with the creation of smart online services, while reducing back-office complexity through the implementation of Jadu Content Management System (CMS), Jadu Paybridge and Jadu XForms Professional (XFP). Jadu Integrations Hub was used to integrate waste services with Bartec’s Waste Management System. 

Hounslow then moved to Jadu Customer Experience Management (CXM), beginning with services such as Freedom of Information requests, Ombudsman Enquiries and Member/MP/Leader Enquiries, before building out further cases. The council was bold and brave in its approach and chose Jadu CXM to give customers the ability to track their cases in real time, providing complete oversight and negating the need to chase for updates. 

Jadu CXM is doing for local government what Amazon does for ecommerce - if you can track a parcel right to the end of your driveway, why shouldnā€™t you track customer and member cases for something that really matters?

Claire Wilkinson, Digital Transformation Lead, London Borough of Hounslow.

Our digital journey

Victoria Lawson is Director of Customer Relations, Environment and Culture at Hounslow, who transformed web and transactions by iteration, tackling some of the hardest, first.
Watch Victoria's presentation at the Jadu Academy below.

Integration and launching end-to-end digital waste services

Hounslow Council launched an end-to-end digital service for its digital waste service in just two weeks using standard Jadu Integrations Hub connectors.

It integrated Bartec’s waste management system with Jadu CMS and Jadu XFP to provide a seamless experience for both the council’s refuse collection team and residents alike. 

Hounslow's digital waste service



Sam Hamilton, Website & Applications Development Manager, discusses the integration with Bartec and Jadu.