Liberata Partners with Jadu to drive Intelligent Customer Experience through its Digital Council Platform

Government process services provider, Liberata, and Jadu, a global web experience management software company, have announced a strategic partnership to help councils deliver ‘intelligent customer experience’ as part of their digital transformation programmes.

Announced at the Jadu Academy (the Jadu User Conference), the partnership will provide local councils with the combined tools and expertise to help them digitally transform and automate their services. This will enable local councils to reduce costs and, at the same time, deliver a more engaging experience to citizens by providing personalisation and the ability to track their requests to councils.

David Evans, Vice President of Global Channel at Jadu, said: “We see Liberata’s extensive business process and automation expertise as important ingredients in helping local government fully realise the benefits of going digital. Local government has long needed a platform to deliver channel shift and a more user-focused digital experience. Liberata’s experience and wealth of professional services expertise, combined with Jadu’s customer experience platform, means we can deliver real value to customers and citizens.”

Jadu specialises in developing cloud-based customer experience software including real-time case management and ‘lite’ CRM, website CMS, online forms and data capture tools that enable local government to provide engaging customer-friendly web experiences.

Through the Jadu Continuum platform, local government can focus on user needs such as simplifying the process to make online payments, request services, reporting issues and easily locating information. More than 30% of local councils are powered by the Jadu Continuum platform including Birmingham City Council, Manchester City Council, and the Royal Borough of Windsor & Maidenhead. The platform provides mobile-friendly websites to improve the user experience and encourage self-service, and increase customer adoption and savings through channel shift.

Vijay Chandiramani, Chief Operating Officer at Liberata, said: “This partnership with Jadu further strengthens our digital council proposition, to deliver, run and automate complex services for local government.  Jadu already has a great footprint across local government and we will look forward to working closely together to help councils deliver a more intelligent customer experience.”

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As a Council we are focused on ensuring that the services delivered are both sustainable and of the highest quality. We are delighted to be working with Liberata to help deliver these services on behalf of our residents and businesses. Liberata stood out with its ability to drive transformational change and improve customer access and digital services.
Richard Baker
Welwyn Hatfield Borough Council
Following a formal process and tender notice, Liberata stood out with its ability to transform our services and improve customer access and digital services. Liberata has demonstrated it can achieve high collection rates across business rates and Council Tax services and benefits by improving processing times. We look forward to working with Liberata to help transform these services for our residents and ensuring we are providing the appropriate levels of support to the most vulnerable in our area.
A spokesperson for Swindon Borough Council
Swindon Borough Council
Eastleigh Borough Council has worked with Liberata for a number of years who undertake the council's empty home reviews, and I must say, their service exceeded all expectations. From start to finish, they demonstrated professionalism, efficiency, and a genuine commitment to addressing this critical issue in our community. Thanks to Liberata, the council has been able to maximise our empty home bonus year on year. This positive impact on our community cannot be overstated.
Kerrie Thomas
Eastleigh Borough Council
The RV Finder service from Liberata has really helped us ensure that our data is as accurate as possible and, when the VOA has processed the outstanding cases, I fully expect to see more than £1,000,000 of additional RV. The “risk and reward” model works well and the Council only has to pay for their success and the service is something that we will use on a regular basis.
Steve King
Leicester City Council