Case Study: Birmingham City Council achieves an award-winning digital customer experience with Jadu

Birmingham City Council - Customer Case Study

Birmingham City Council, Europe’s largest local authority serving more than one million customers, needed a modern, scalable digital platform to improve its public-facing services and customer experience. The council partnered with Jadu to support the redesign and launch of its birmingham.gov.uk portal, using the Jadu Continuum digital service platform and web content management system.

Jadu implemented the Jadu Continuum platform after extensive user research, including testing sessions, focus groups, and eye-tracking studies to shape the new site structure and user journeys. The portal launched in late 2016 after a six-month implementation, and the results were quickly recognized with a Webby Award honor in March 2017 and a Lovie Award win in October 2017. Birmingham City Council also continued investing in Jadu Continuum for digital customer management and lightweight CRM.

Birmingham City Council

Chris Gibbs

Service Director for Customer Services