Infrastructure > Cloud

Canterbury council aims for 85% of services to be online by 2019

Neil Merrett Published 16 June 2017

Authority’s digital transformation aims to be supported via new cloud-based platform offering self service and real-time communication functions


Canterbury City Council intends to provide 85% of its services online within the next two years through an expanded cloud-based case management solution that will support the development of new functions.
Building on an existing partnership with Jadu, the council has signed a new agreement to adopt the company’s continuum platform that will allow the authority to publish content and communicate with user enquiries.  Using this technology, the council aims to have 80% of its services provided online by the end of the first year of the new agreement.  The authority intends for this to be expanded to 85% by the second year ending in 2019.

Canterbury City Council is looking to build online services that can support real-time conversation functions and service automation tools to try and create a more intuitive user experience.

Initially focusing on providing online bins and recycling functions - one of the authority’s highest demand services - additional functions around waste management and events management will be added later. Events management is expected to include licensing and booking services.

“Our focus is on making digital customer services the channel of choice for residents and that means every aspect of design is based on their needs,” said Peter Davies, head of digital transformation at Canterbury City Council.

"It’s all about the user experience and making it as easy as possible for people to communicate with us and make use of their council services.”

According to Jadu, the council is in the process of scoping potential future digital services such as an expanded number of waste services that could be prioritised due to their high demand and the potential to curb the need for phone calls or face-to-face interaction with staff.
“Complaints, FOI and other high demand SLA driven services are popular following waste services,” said Jadu chief executive officer Suraj Kika . “Canterbury is taking an iterative approach; delivering services, obtaining feedback and continuously improving the delivery of further services.”

The contract with Jadu to provide a full digital platform including self service and web content management functions, commenced last month and is valued at £214,000.  The two year agreement was procured through the G-Cloud framework.

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