Liverpool City Council has announced the implementation of a new system which will vastly improve the way in which it handles enquiries from residents.
It will see the introduction of a new case management platform, seamlessly integrating front-office customer experiences with back-office systems, as well as delivering enhanced self-service capabilities, using AI and automation to free up staff from carrying out time-consuming administrative tasks.
The aim is to provide residents with a platform to access services online, over the phone, or in-person, along with real-time updates and easy access to information.
It forms part of the Council’s ‘Customer Experience Improvement Plan’, designed to address resident feedback that has called for more integrated, responsive and user-friendly services.
The first services to be included in the roll out are Environmental Services.
One benefit of the new customer software is that residents will receive regular notifications on their council inquiry. They will also be able to check the status of their case by logging in to their Council account, which will also have useful information such as their bin collection day or Council Tax account details.
The platform will deliver cost savings of an estimated £1.8 million per year, while increasing operational efficiencies across the Council’s services by reducing pressures caused by residents requesting progress updates.
The Council is partnering with Jadu, which works with around 100 local authorities in the UK, to implement the system.
Councillor Ruth Bennett, Deputy Council Leader and Cabinet Member for Transformation, said: “As part of our improvement journey, we are committed to delivering lower cost, value-for-money services, which are efficient and good quality.
“We know from feedback from our residents that they just want an easy way to contact the Council, and to be kept up-to-date on where their request is up to.
“This is part of our drive to deliver high quality services which reflect the needs of our residents and communities and which are not only efficient, but also truly accessible to everyone in our community.”
