News and press

Friday, 2nd July 2010

Telford and Wrekin Council delivers a personalised 'one council - one source' customer service with transactional web platform

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 selected Jadu 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 user group.

Telford & Wrekin council's customer services strategy provided the key driver for a change in delivery platform for web services with key objectives including:

  • 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 service access
  • To respond to 80% of customer enquiries at the first point of contact.

The Jadu solution overcame these issues as it supports 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 being adopted.

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.

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.

Councillor Sean Kelly, Cabinet Member for an Efficient Community Focussed Council

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.

Suraj Kika, CEO Jadu Ltd

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 visit

About Jadu

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