Liverpool City Council signed a five-year, £2.7m contract with Jadu to build a low-code 'Digital Layer' combining case management, Microsoft Power Platform and generative AI, projected to cut costs by about £1.8m a year by reducing residents' need to chase service updates.
2.7 GBP million
Contract value (5 years)
1.8 GBP million/year
Projected annual savings
Details
Maturity
Pilot
Promoter
Liverpool City Council, with Jadu
Period
2024–2029 (five-year contract)
Keywords
case management, local government, citizen services, automation
Context
Liverpool City Council (serving almost 500,000 residents) faced fragmented customer enquiries across disconnected systems. In early 2025 the council selected Jadu for a low-code 'Digital Layer' case-management platform.
Activities
The five-year, GBP2.7m contract (in force October 2024) integrates with Brightly Confirm (highways) and NEC (revenues and benefits), using Microsoft Power Platform and generative AI to automate enquiry handling.
Results
The council and trade press project around GBP1.8m/year in recurring savings from reduced repeat contacts and manual case handling; no independent evaluation of realised savings has yet been published.
Implementation
Indicative cost
High (€500k–€5M)
Time to results
Medium (1–3 years)
Staffing & skills
Liverpool City Council customer experience team, Jadu implementation team
Conditions for success
integration across existing highways and revenues/benefits systems
measured post-deployment tracking of realised savings
Commonly funded by
Own resources / municipal budget
Indicative funding routes for practices of this type — always check each programme's current calls and eligibility rules.
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Data sources
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