Case Study: The Royal Borough of Windsor & Maidenhead creates a touchless digital council with Jadu

A better path to Digital Customer Service

The Royal Borough of Windsor & Maidenhead faced the challenge of modernizing its services to meet a mandate for significant cost savings and improved efficiency. The council needed to shift residents away from a costly, telephone-centric contact model to a digital-first, self-service approach. To achieve this, they partnered with vendor Jadu to implement their Customer Experience Management (CXM) and Jadu XForms Professional (XFP) solutions.

Jadu's solution provided a unified digital platform for processing service requests and payments, beginning with a complex green waste subscription service. This enabled real-time case tracking for residents and streamlined internal workflows. The results were highly successful, with the project initiating an ambitious plan to roll out 14 new digital services. The council immediately began realizing savings, including over £80,000 annually from rationalizing old systems, and set a target to increase online interactions by 60%.

The Royal Borough of Windsor & Maidenhead

Jacqui Hurd

Head of Customer Services