Cherwell Open Day: Implementing Digital Transformation
Tuesday 25 February 2020
Cherwell District Council
Bodicote House, White Post Road, Bodicote OX15 4AA
Cherwell District Council (CDC) is opening its doors to share experiences and lessons learned about how it moved (together with South Northants Council) from a legacy CRM system and separate forms product to the Jadu platform and real-time integration to Collective from Bartec Municipal Technologies and Idox Uniform.
Key stakeholders of the project will explain how they took waste and other services online, starting with bulky waste and achieved high levels of customer satisfaction. This will include:
- How taking these initial waste services online was the start of the digital transformation of other services as the shared CRM platform was replaced, including abandoned vehicles, antisocial behaviour, dog services, food safety, fly tipping, pest control, street cleansing all using integration to Idox Uniform.
- How other key case types moved to the Jadu platform such as complaints and FOI requests.
- How CDC is currently working on leisure bookings with Office 365 calendar integration.
“Measuring satisfaction with digital services is an important measure to track, as digital processes that have high satisfaction rates help drive citizen behaviours of adoption of the digital channel as the preferred transaction channel of choice,” said David Spilsbury, Applications and Web Team Manager, Cherwell and South Northamptonshire Councils.
Working in partnership with Jadu and Bartec, Cherwell and South Northants Councils delivered a modern, fully integrated and automated digital platform that enables customers to self-serve.
Since migrating to Jadu CXM as a single shared platform, the councils have:
- Launched over 50 digital processes shared across the Councils.
- Rationalised the number of systems that staff use to answer queries.
- Introduced an online self service process for booking and paying for a bulky collection.
- Enabled citizens to transact/complete and access services online 24/7.
- Reduced reliance on their Customer Contact Centres.
- Re-mapped and improved processes using LEAN, rather than a ‘lift and shift’ of existing ones.
- Increased customer satisfaction by setting and meeting expectations.
- Produced cost savings through reduced admin, customer contact centre time, plus incidental savings.
- Arrival and coffee
- Welcome and introduction - Tim Spiers, Director - ICT and Digital
- Our journey so far - David Spilsbury, Applications and Web Team Manager
- Showcase of the real-time integration with Bartec Waste Management System and Idox Uniform System - David Spilsbury, Applications and Web Team Manager
- An overview of business process transformation - Caroline French, Business Improvement Officer and Belinda Stanton, Transformation Project Manager
- Jadu CXM: Impact on the Customer Contact Centre - Natasha Barnes, Customer Contact Centre Service Manager
- An introduction to the Jadu Platform - Suraj Kika, CEO Jadu
- Q&A session
- Networking and Lunch
Who is the open day for?
- Local Authority Staff only
- CIOs, senior leaders, service heads
- Customer services managers
- Digital and transformation managers
Sign up and secure your place, where you can learn all about Jadu CXM and how Cherwell and South Northants Councils are transforming services, having started with waste services, achieving high levels of customer satisfaction and are now working on digitising leisure bookings using the same platform.