How Liverpool City Council is Transforming Customer Service with Digital Innovation

Liverpool City Council's Ambitious Overhaul

Liverpool City Council is undergoing a massive transformation of its customer service offerings. The goal? To redesign services that truly reflect residents' needs and foster a better relationship with the local authority.

The Digital Shift

To achieve this, the council recognizes the necessity of enhancing its digital services. Simply shifting from paper-based to online services isn't enough. Helen Gerrard, the director of customer experience, highlights the need for significant improvements, citing feedback indicating that the council is "falling behind other local authorities."

Residents expect a user-friendly, trustworthy service where they can track their interactions from start to finish. Gerrard emphasizes the importance of building trust with residents, which is often undermined when basic services are not delivered effectively.

Partnership with Jadu

To address these challenges, Liverpool City Council has partnered with Jadu, utilizing its low-code digital self-service platform. This collaboration aims to provide seamless integration between the front and back end of services, focusing on customer needs rather than isolated services.

Gerrard explains that many services operate in silos, limiting the council's ability to understand residents as individuals. By making data more visible and accessible, the council hopes to enhance service delivery standards and build a stronger relationship with the community.

Creating a User-Centric Platform

Darren Gill, director of ICT and digital, notes that the existing council website is accessible, but improvements are necessary to align with resident needs. The new digital platform from Jadu will serve as a foundation for online services, allowing residents to self-service in a manner that suits their preferences.

The council is also committed to addressing digital exclusion by partnering with the Liverpool City Region Combined Authority to provide internet access and devices for those in need, along with digital training at libraries and adult learning centers.

A Shift in Strategy

Historically, Liverpool was tied to an outsourcing contract that limited its digital capabilities. Gill points out that the old approach focused on buying technology rather than building scalable solutions. The new strategy emphasizes creating a robust, enterprise-level platform that can be reused across various services.

The council plans to start testing services on this new platform with pest control, allowing them to refine processes that can be replicated for other services. They aim to implement 20-25 priority services by September, focusing first on high-demand environmental services.

This transformation is not just about technology; it’s about re-engineering processes around the needs of residents to ensure continuous improvement and better service delivery.