Cherwell District and South Northamptonshire councils share a
Content Management System (CMS), but have distinctive
cherwell.gov.uk and southnorthants.gov.uk websites.

The two sites use similar themes but are independently
branded and serve their respective audiences. This is made
possible by Jadu Galaxies, which enables the creation and
delivery of multiple CMSs from which unlimited public facing
websites can be published.

The councils wanted to offer residents 24/7 access to online
services and enable effective self-service. The aim was to
reduce the amount of council admin (and associated costs),
while increasing customer satisfaction levels.

Together, they moved from a joint legacy CRM (Customer
Relationship Management) platform and separate eforms
product, to JADU Continuum CXM (Content Experience
Management) and JADU Continuum XFP (eforms). JADU worked closely with the councils to launch the first
services on the new platform and provided training so that
Cherwell and South Northamptonshire could move services
across themselves going forward.

Watch 'Our Journey so far' a talk by the Cherwell District Council Team, below.

"Because JADU Continuum CXM keeps users fully up to date with the status of their service requests
and interactions with the council, people are
choosing to use digital as the first port of call.
As a result, we’re reducing reliance on contact
centres and answering the calls that do come in
quickly (and reducing abandonment rates).
We’re also seeing an increase in satisfaction
with the booking processes and the services
themselves."

David Spilsbury, Applications and Web Team Manager,
Cherwell and South Northamptonshire Councils.