Wigan Case Study

Wigan Borough Council

Saving over £170M across the council by reimagining public services

Showcase of the Wigan website homepage

Wigan Council has been at the forefront of public service reform and digital transformation.

Wigan Council is reshaping public services with its digital strategy and 'The Deal,' collaborating closely with citizens and stakeholders. 

Using the Jadu Digital Platform Lite has played a key role in this transformation; reimagining public services through digital, data, and technology. This resulted in saving £170M in the budget whilst delivering improved online experiences and enhancing human connections for the community.

 

Screenshot of the updates on the Wigan website

The Challenge

Wigan Council offers over 700 different services to its community. Before teaming up with Jadu, the council faced several challenges in providing digital solutions.

The council’s existing online forms and case management systems were isolated. This led to inefficiencies, as well as, disjointed customer service experiences online.

Their digital services were not user-friendly, with confusing interfaces and limited functionality. Residents found it tough to interact with the council online, leading to frustration and reduced engagement with essential services. Wigan aimed to centralise all services for easier access through one single point of access, both internally and externally.

To improve connections and streamline services internally and externally, Wigan needed to rethink public services and community relationships.

Key Figures

£170M saved across the council to date 

70% of customer interactions happening digitally

50% reduction in member bypassing ‘members enquiry’

Highways services migrated to Jadu saving £100k annually

The Solution

As part of its digital strategy 'The Deal,' Wigan implemented Jadu's low-code Digital Platform Lite (Jadu MyAccount, Forms, and CRM). This allowed the rapid creation of new digital services and workflows, ensuring a seamless end-to-end digital experience.

The platform facilitated the integration of council systems and data sources, enhancing operational efficiency and accessibility. This involved integrating the legacy asset management system, 'Mayrise', used for Highways services, a priority for Wigan's migration to Jadu.

Despite the asset management provider stating this would be 'unachievable', Wigan's in-house development team delivered the integration. This resulted in the creation of workflows and forms to automate services, saving time and money.

The flexibility Jadu provides was crucial in designing digital services from residents' perspective and putting humans at the centre of the work, aligning with Wigan's strategy and enabling agile delivery of digital services.

 

Screenshot of the homepage for reporting a pothole
Showcase of Wigan website statistics

The Result

Wigan migrated its Highways services to Jadu first, resulting in improved efficiencies and annual savings of £100K from an estimated 15,000 enquiries.

Moving to Jadu reduced the cost of Highways service enquiries from £7.00 to £0.50, saving £6.50 per enquiry. 'Members Enquiries' also experienced a 50% reduction in bypassing since migrating to Jadu.

Other services continue to be migrated to enhance efficiency, for example corporate complaints and bulky waste processes. This shift led to significant savings and improved online customer experience, which is a crucial aspect of the council's digital strategy aimed at fostering human connections in Wigan. This has led to higher online engagement, with over 70% of customer interactions now happening digitally.

Wigan quickly developed new digital services, improving its online offerings. The rapid digital transformation and quick responses to resident issues have created more opportunities and innovation. 

Wigan's rapid digital transformation and quick responses to resident issues have created innovation and created opportunities. This enabled Wigan Council to swiftly develop new digital services, enhancing its online offerings.

Working with Jadu has enabled Wigan Council to offer automated, accessible user-friendly digital services, save money, and improve online customer experience. By using Jadu's low-code digital platform, the council made its digital operations more efficient, helping both the council and the Wigan community.

 

Download the full case study here (PDF)