Case Study: London Borough of Barking and Dagenham achieves modern, efficient citizen services and up to £1M annual savings with Informatica Intelligent Cloud Services

Serving citizens better through the cloud, in a timely and cost-effective manner

London Borough of Barking and Dagenham (LBBD), which serves nearly 200,000 residents, set out to modernize citizen services across housing, finance and social care to cut costs, reduce paper-based inefficiencies and give residents clearer visibility into the status of their requests. The council faced fragmented data in departmental silos and needed end-to-end online processes and tighter front- and back-end integration to improve service delivery.

LBBD implemented Informatica Intelligent Cloud Services as its real-time data integration engine to consolidate systems, automatically route online form requests to the right teams, and send status updates by email or SMS. The program is expected to reduce contact-centre calls by 22%, deliver up to £1 million in annual savings through greater efficiency, and create more transparent, citizen-centered digital services.

London Borough of Barking and Dagenham

Claire Symonds

Chief Operating Officer