Case Study: Broxbourne Borough Council achieves a 69% increase in digital service uptake with Jadu

Broxbourne Borough Council - Customer Case Study

Broxbourne Borough Council worked with Jadu, alongside Sopra Steria, to transform digital services for its 100,000 residents. The Council’s challenge was to provide a 24/7, customer-centric service across both digital and traditional channels, while improving case updates and meeting WCAG 2.1 accessibility standards.

Jadu implemented its Central Content, Forms, and Jadu Connect platform to deliver a new accessible website and 126 end-to-end digital services, with 32 redesigned journeys live in just 15 weeks. The results included a 69% increase in digital service uptake, a third more customers self-serving, a 117% rise in over-65s using online services, and an improved Accessibility Index ranking from 284 to 28.

Broxbourne Borough Council