News and press

Thursday, 25th October 2018

Hounslow launches new service in record time

hounslow desktop

The design, build and implementation of The London Borough of Hounslow’s new Garden Waste Collection service has taken just four weeks thanks to First Capital Cashflow’s standard ‘plug and play’ integrations available within Jadu Continuum CXM.

The design, build and implementation of The London Borough of Hounslow’s new Garden Waste Collection service has taken just four weeks.

The service includes subscription options, such as annual re-subscription via automated notifications, supported by direct debit management software through partners First Capital Cashflow.

This fast integration with the Direct Debit Software was possible due to First Capital Cashflow’s standard ‘plug and play’ integrations available within Jadu Continuum CXM (Customer Experience Management).

Jadu helped The London Borough of Hounslow deliver a new gov.uk website where citizens can register for a self-service MyAccount. The council then made the decision to replace its legacy CRM with Jadu Continuum CXM. From there, it gradually rolled out its service delivery on the new platform before switching off the legacy CRM.

Councillor Guy Lambert, Cabinet Member for Highways, Recycling and Trading Companies at Hounslow Council said:

When it came to the new Garden Waste Collection Service design process, Jadu led a number of solution workshops which enabled us to agree on an approach and then build the forms and workflows required to support the process.

Through its Integration Hub, Jadu has already developed connectors to most common back office and cloud systems, so integration with First Capital Cashflow software was quick and easy. For us, it meant we were able to roll-out our new service in record time.

Our residents lead busy lives and ease of access to this new service has been a crucial factor in the large-scale sign up. To date this year, 18,300 households across the borough have signed up to the service.  Last year the council collected around 8,340 tonnes of garden waste, which was turned into compost while saving money which can be better spent supporting frontline services."

Using the training and support provided by Jadu in developing this new approach to Garden Waste administration, Hounslow has been able to undertake the design and delivery of a workflow for Emergency Homelessness without further assistance from Jadu.

That’s the advantage of a low-code platform such as Jadu Continuum. Jadu provided ‘train-the-trainer’ training, enabling us to roll-out training within our customer services function. We now have the control to build and deploy the majority of digital services on the platform. This will help most residents to manage their services more easily and free up resource in Customer Services to better support those who lack the means, or are uncomfortable using the internet,” adds Lambert.

So far, 49,980 citizens have created their own citizen MyAccount. Since February 2018, the Council has processed 19,553 cases.