Swindon Borough Council

Our journey to become ‘digital first’ with new Customer Access Strategy.

Swindon Borough Council were receiving 32,000 calls each month and only 7% of transactions were coming through online in 2016. We’ve been working with our partner Methods to help the council achieve their goal of moving  85% of transactions online. 

The council use Jadu CXM and when launching their first service through the system (online garden waste subscriptions), in just 2 weeks, the council saw: 

  • 20,000 households sign up to MyAccount 
  • 63% channel shift for the service

Download the Methods & Jadu information sheet


Find out more about Swindon Borough Council

If you want to learn more about how we helped Swindon Borough Council deliver digital self-service with Waste, Complaints, FOI and other core services, please get in touch using the following form.


“The work we’ve done with Jadu and Methods enables us to spring forward into new spaces and I’m looking forward to the next couple of years to focus on delivering AI, automation and robotic services for our citizens” 
Glyn Peach, Director of Digital Services, Swindon Borough Council

Webinar - catch up now

Sam Mowbray, Director of Performance, Organisational Improvement and Communications at Swindon Borough Council is joining us to discuss how they:

  • delivered £4M of efficiencies.
  • ruthlessly prioritised opportunities and benefits – ‘done is better than perfect’.
  • got the most value from suppliers.
  • made transformation sustainable.

You can catch up now on demand.

Other stories from Swindon

Customer Portal & Service Automation

In 2016, Jadu CXM was implemented to act as their ‘digital concierge’. The implementation included integration, training, consultancy and data migration assistance and an initial three case types, beginning with Garden Waste. Procurement was managed via the Government’s G-Cloud Digital Marketplace.

Business Intelligence Dashboards

Tom Slack, Performance Analyist at Swindon, discusses and demonstartes business intelligence & analytics dashboards using Power BI & Continuum CXM. This was all developed in-house using the My Account data to create exceptional reporting that the council can use to streamline and improve services.

Our Digital Transformation Journey

Sam Mowbray, Director of Performance, Organisational Improvement and Communications at Swindon Borough Council, talks about the work they are doing in the city and how Jadu CXM and Methods have helped them with overall digital transformation as well as some of the lessons learned.

Web Content Management

Keep your customers up to date, create and publish engaging web content securely and easily and on all devices.

eForms and Payments

Build secure and easy-to-use online forms, with flexible integrations and end-to-end transactions such as applications or payments.

Case Management

Your own digital concierge, providing a seamless experience and effective digital customer self-service.