The London Borough of Bromley has selected Jadu and its transactional web content management system to deliver a more agile and responsive 24/7 customer service solution. As a result Bromley expect to achieve greater efficiency and return on investment (ROI).
A strong customer service ethos continues to be a key priority for Bromley Council and this recent investment in tough economic times is a testament to that.
Its current web site received more than 2.5 million visitors and processed 66,275 online payments over the past year. It was recognised however that a more agile service was required on a 24/7 basis to respond to an increasingly sophisticated online user.
Customer access surveys conducted by the Council identified that more than 39 per cent of residents felt that the Council needed to provide 'easier to use web forms' to improve services. In addition, greater transactional capabilities were required to support the three types of customer interaction that occur with residents - Pay for it, Request it and Report it.
Richard Hills, Programme Manager, London Borough of Bromley says:
We needed to improve on our website to respond to the 2.5 million visitors that come online throughout the year. We want to enable our residents to access the information they want easily and quickly at a time and place that suits them.
The reality is that more people are demanding online services which can be accessed 24/7 and are easily digestible.Additionally, these are cost effective to deliver freeing up resource to bolster frontline services. Every council is having to make incredibly tough decisions about services given the deep cuts in grant funding from central government. We must do everything we can to mitigate cuts through modernising our services and working with private companies such as Jadu who provide innovative solutions that allow us to work smarter and do more for less.
The London Borough of Bromley had previously used another CMS provider to support its web site but the system offered very limited capabilities to respond to rapidly changing user requirements. High development costs also inhibited the Council's ability to generate an ROI from online services.
The Council selected Jadu as its development partner to provide a new and better supported platform with the capacity to deliver greater functionality and to drive online transactions. The London Borough of Bromley will be working in partnership with Jadu to deliver a two stage implementation, initially developing the Jadu web content management system and Jadu XForms Professional before looking to achieve wider integration and full automation with back offices systems such as CRM.
Richard added:
Bromley selected the Jadu solution to provide the flexibility that we needed. The system looks very easy to use for our content editors and will encourage staff to be proactive about updating and redesigning their web pages to provide a better service to our residents. In our business plan we estimate that for every 5 per cent channel shift achieved from phones to web we will be able to free up a Full Time Equivalent (FTE) post to better support front line services. This will have a positive impact on our resourcing and ability to modernise services in line with our corporate operating model.
Suraj Kika, CEO, Jadu Ltd says:
Bromley is a forward thinking local authority that is investing to save in an agile way. Jadu's transactional content management platform provides the entire authority with web publishing, social media integration and critically, transactional 'my account' functionality that will engage with customers and enable significant channel shift. We're very proud to be working with Bromley and to be helping the Council deliver online services.
It is also planned to add mapping, video, e-petitions, e-payments, e-bookings, SMS, automated voice recognition and other web 2.0 and Social Media products as part of the online services provision for customers. once the new site has gone live in April 2011.
About London Borough of Bromley
A strong feature of Bromley is the diversity of its area and its mix of communities. These embrace affluent communities as well as those in social exclusion. From bustling high streets to tranquil rural villages; London's largest borough is full of contrasts and possibilities.
The Council's role is to champion and represent the social, economic and environmental well-being of the area; its role as a community leader is based on its position as the locally elected democratic body. Our aim is to work in an open and transparent way, seeking to keep local people informed and involved throughout.
Bromley Council works in partnership with many organisations representing residents and the public, private and voluntary sectors. By working together with our partners we can bring mutual benefit through a range of different activities and services.
