{"id":35841,"date":"2025-03-20T15:00:50","date_gmt":"2025-03-20T15:00:50","guid":{"rendered":"https:\/\/digileaders.com\/?p=35841"},"modified":"2025-03-20T15:00:50","modified_gmt":"2025-03-20T15:00:50","slug":"how-runnymede-borough-council-is-transforming-service-delivery-with-jadu-and-microsoft-teams-integration","status":"publish","type":"post","link":"https:\/\/digileaders.com\/how-runnymede-borough-council-is-transforming-service-delivery-with-jadu-and-microsoft-teams-integration\/","title":{"rendered":"How Runnymede Borough Council is transforming service delivery with Jadu and Microsoft teams integration"},"content":{"rendered":"

Runnymede Borough Council has taken a major step forward in establishing its \u2018Digital Layer\u2019 by integrating the Jadu Digital Platform with Microsoft Teams. Led by Stephen Bowen, Head of Digital Innovation & Delivery, the council has leveraged this integration to bridge the gap between customer contact and internal service areas, making case management more efficient and responsive and connecting customers with the back office. The Digital Layer is Jadu\u2019s framework that helps organisations understand how they can prepare themselves for AI by connecting their back-office systems to customer-facing tools in a way that is transparent, efficient, and accessible.\u00a0<\/span><\/p>\n

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Breaking down barriers to collaboration<\/h3>\n

One of the biggest challenges councils face is ensuring that customer interactions don\u2019t get lost in inboxes or buried under competing priorities. Previously, Runnymede Borough Council relied on email templates and data capture forms to update cases, but this method led to lost messages and slow response times.\u00a0<\/span><\/p>\n

By integrating Jadu with Microsoft Teams, the council now sends Adaptive Cards (actionable snippets of content that you can add to a conversation through a bot or message extension) directly into Microsoft Teams chats, allowing staff to take action instantly. \u201cWe can send a contact straight into Teams and update the Adaptive Card in real-time,\u201d Stephen explains. \u201cThat way, employees can respond, close the case, and maintain a full timeline of interactions – without ever leaving Microsoft Teams.\u201d\u00a0<\/span><\/p>\n

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Interoperability – powering up with Jadu, Microsoft Teams and Copilot<\/h3>\n

The integration leverages Microsoft Power Automate to streamline workflows and send real-time notifications. Instead of traditional email reminders about SLA breaches, Runnymede Borough Council now delivers notifications via Teams, ensuring urgent cases don\u2019t go unnoticed.\u00a0<\/span><\/p>\n

These notifications appear as activity alerts in Microsoft Teams, providing a clear and actionable message without cluttering inboxes. Stephen Bowen highlights the benefits, \u201cInstead of bombarding people with emails, we can send an activity alert that pops up via Adaptive Cards in Teams and links directly to the case. It\u2019s a much more effective way of keeping employees engaged.\u201d\u00a0<\/span><\/p>\n

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The Digital Layer – a game-changer for Case Management<\/h3>\n

Adaptive Cards have completely changed how Runnymede Borough Council manages customer contact. \u201cThink of it as a form inside of Microsoft Teams,\u201d Stephen Bowen says. \u201cYou can push all case data into an Adaptive Card, update it, and link back to the case in Jadu.\u201d\u00a0<\/span><\/p>\n

This has already transformed several key processes:\u00a0<\/span><\/p>\n