Stoke-on-Trent to give residents ability to track service requests in real-time

Stoke-on-Trent City Council is moving to Jadu Continuum CXM, a cloud-based ‘real-time’ case management system, that lets residents track their interactions with the council.

The move will give citizens complete transparency over their interactions with the council in a real-time timeline view. Automatic notifications will inform users when their service status changes, ensuring everyone is kept fully up to date.

The council already uses Jadu Continuum CMS, Jadu Continuum XFP and PayBridge, Jadu’s payments platform. The council is adding Jadu Continuum CXM and CXM MyAccount.

Jon Barker, ICT project manager at Stoke-on-Trent City Council, said: “We are very familiar with Jadu having used its content management and forms products for a while now. The addition of Jadu Continuum CXM will give residents direct access to their cases and act as a digital concierge that helps the council, our partners and citizens to collaborate, solve problems and deliver services.

“An iterative rollout will let us to build on what works as we add internal and customer services on the new platform. We’ll be working closely with Jadu to get the first case types live and will then take the lead in designing and implementing the workflows ourselves.”

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