The challenge
Wigan Council delivers more than 700 services – but siloed systems, manual processes and disjointed digital experiences were limiting its ability to operate efficiently and serve residents.
Online forms, case handling tools and asset management systems weren’t connected, creating operational blind spots and forcing teams to manually triage thousands of enquiries. Highways alone received ~15,000 enquiries a year and with callbacks and manual workflows, each one cost £7 to process. The council needed a single, unified digital experience that put residents at the centre.
Eliminating silos and rethinking service delivery
Wigan adopted a set of digital service capabilities from Jadu, combining content management, online service forms, case handling and system integration.
This enabled the council to move away from fragmented tools towards a more joined-up digital service delivery, improving consistency across channels and reducing reliance on manual intervention.
“We’ve delivered better online experiences while saving millions and Jadu’s platform has helped us respond quickly, innovate and continually improve.”
Tracey Boffey
Service Manager – Digital Services and Transformation, Wigan Council
The solution
As part of its digital strategy, Wigan Council implemented Jadu’s digital experience platform providing capabilities for:
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Designing and publishing online resident services
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Capturing structured data through configurable forms
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Managing and tracking service requests through case handling tools
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Integration capabilities to connect previously siloed systems.
This enabled the council to design and launch new services rapidly, reduce manual processing and improve visibility of service requests across departments, to deliver a seamless end-to-end experience for both staff and residents.
Highways was one of the council’s most manually intensive services, relying on a longstanding asset management system. Despite initial concerns from the system provider that integration wouldn’t be feasible, Wigan’s in-house team successfully connected it to the council’s digital service platform.
This enabled automated routing, structured data capture and streamlined processing – transforming a previously manual, email-driven workflow into a fully digital service journey.
Jadu’s platform allowed Wigan to design services from the perspective of residents – making interactions intuitive, accessible and personalised. Service teams could independently create and adapt services without relying on specialist developers.
This flexibility supported rapid delivery, continual improvement and alignment with Wigan’s ‘people first’ approach to public service design.
The result
£170M Saved
in total to date
£100K Saved
every year in Highways services
£7 to £0.50
cost of each enquiry reduced
50% Reduction
in councillors bypassing the ‘Members Enquiry’ process
Services migrated
corporate complaints and bulky waste are also successfully migrated
70%+ Digital
more customer interactions now happen digitally
A scalable, resident centric digital model
By adopting a digital service platform approach, Wigan Council has created unified, automated and accessible digital services – saving £170M to date, improving customer experience and enabling teams to innovate at speed. The result is a more connected, efficient and human-centred approach to public service delivery for the Wigan community.