February 2025 - Liverpool City Council has selected Jadu as the partner to implement modern Case Management as its new 'Digital Layer', through implementing the Jadu Digital Platform.
This significant decision sets the stage for transformative improvements in how the Council engages with its residents and businesses in the City, enabling connected digital services designed to meet the needs of Liverpool's diverse community.
Jadu's 'Digital Layer' is a strategic framework developed by the firm to create seamless integration between Liverpool City Council's front-office customer experiences and its diverse back-office systems. This framework helps organisations understand how they can prepare themselves for AI by connecting their back-office systems to customer-facing tools in a way that is transparent, efficient, and accessible. By connecting these layers, including integration with systems like Brightly Confirm for Highways services and NEC for Revenues and Benefits, the framework will provide a more streamlined, efficient, and accessible digital journey for Liverpool residents. The Digital Layer framework leverages the power of automation through tools such as Microsoft Power Platform, and generative 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 Digital Layer will be an integral part of Liverpool City Council's Customer Experience Improvement Plan, designed to address resident feedback that called for more integrated, responsive, and user-friendly services. The case management solution is anticipated to deliver substantial cost savings, projected at an annual recurring amount of around £1.8 million, while increasing operational efficiencies across the Council’s services. The partnership with Jadu will position Liverpool City Council as a leader in public sector digital innovation, providing its 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 Suraj Kika, CEO at Jadu.
“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.”
The Council’s decision reflects the objectives of the Customer Experience Improvement Plan, which aims to not only improve the efficiency of services but also enhance the quality of engagement between residents and the Council. By leveraging the Jadu Digital platform, Liverpool City Council will be better equipped to provide personalised, high-quality service, allowing a unified view of all customer interactions, regardless of the channel used.
The Digital Layer’s development is a step towards creating a sustainable and reusable model for other local authorities, demonstrating the potential of Generative 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."
Liverpool’s journey to becoming an AI-ready city represents a transformational opportunity, not just for its own residents but also as a potential blueprint for local authorities across the UK. This Digital Layer framework has potential to fundamentally change the relationship between councils and their citizens, making public services more efficient, accessible, and inclusive.
