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
Liberata is the ideal delivery partner to help us achieve our aims, whilst ensuring we can drive down processing times and improve the service for our customers. Council tax and business rates collection will improve, ensuring that we have the funds to deliver the vital services that have a positive impact on residents’ lives. We look forward to working closely in partnership with Liberata to help achieve our aims
Rebecca Keene
Broxbourne 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
Liberata has been empowered to create a seamless integration with technology to digitally transform the Revenues and Benefits service whilst trying to protect local jobs. The joint strategy has helped to deliver innovative solutions that have exceeded expectations, whilst providing savings to the authority. This surge in digital engagement has helped deliver strong year one outturn with electronic billing and the technology will enable us to show improvements in the benefits speed of processing and in Council Tax processing of moves, discounts and exemptions.
Andy Stevens
Swindon Borough Council