Liverpool City Council on drive to improve digital services

Liverpool City Council is implementing a new framework that connects its back-office with customer-facing systems to provide better public services for residents.

The council is partnering with Jadu on its new ‘Digital Layer’ framework, via the Jadu Digital Platform. It will be part of the Council’s Customer Experience Improvement Plan, which addresses resident feedback calling for more integrated, responsive, and user-friendly services.

Jadu said the framework will integrate Liverpool City Council’s front-office customer experiences and its back-office systems. This includes integration with systems like Brightly Confirm for Highways services and NEC for Revenues and Benefits.

The Digital Layer leverages automation through tools such as Microsoft Power Platform, and generative AI (gen AI), enabling the potential for smarter case management, integrations with Microsoft Teams and AI-driven decision support, as well as enhanced self-service capabilities. 

The case management solution is anticipated to deliver cost savings projected at around £1.8 million annually, while increasing operational efficiencies across the Council’s services. Jadu said its partnership with Liverpool City Council will provide residents “with a seamless platform to access services online, over the phone, or in-person, along with real-time updates and easy access to information.”

“AI is powerful, but expensive if mis-used. The implementation of the Jadu Digital Layer framework is not just about technology, it represents a comprehensive culture shift towards more proactive, accessible, customer-centric services that leverage AI in the right way,” said Jadu CEO, Suraj Kika.

“AI is at the intersection of accessibility and automation… by making things accessible to humans, you make them accessible to machines. Liverpool City Councils focus on modern case management with intelligent use of Integration will significantly enhance the public digital services it offers the communities in the city.”

Customer Experience Improvement Plan

The Council’s Customer Experience Improvement Plan aims to improve the efficiency of services and enhance the quality of engagement between residents and the Council. With Jadu, it will have a unified view of all customer interactions, regardless of the channel used.

Additionally, it said the Digital Layer’s development is a step towards creating a sustainable and reusable model for other local authorities, demonstrating the potential of gen AI and low-code solutions to reshape public service delivery. This partnership marks “Liverpool’s commitment to becoming an AI-ready organisation, one that is poised to embrace generative AI and future-proof its services against the rising customer expectations.”

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 put residents at the heart of our digital and self-service journey, creating seamless services that are not only efficient, but also truly accessible to everyone in our community.”