London Borough of Barking and Dagenham

London Borough of Barking and Dagenham (LBBD) is an area of greater London that nearly 200,000 people call home. The LBBD local authority oversees services such as recycling, parking permits, adoption services, and building permits—along with many other local services. LBBD has undertaken an initiative to modernize its approach to citizen services, driving cost savings and process efficiencies.

“Informatica allows us to provide modern-day services to our citizens in a timely and cost-effective manner. In today’s day and age, efficiency in government is of the upmost importance, and Informatica enables us to demonstrate significant value for the money.”

—Claire Symonds, Chief Operating Officer, LBBD


Business Need

Deliver streamlined housing, finance, and social services to citizens in a timely manner

Modernize and transform IT systems to improve service delivery

Provide transparency to residents regarding the status of their inquiries

Reduce costs and inefficiencies associated with paper-based processes



Eliminate data silos between departments such as housing, social services, and finance

Integrate front- and back-end systems so that data can be shared more effectively

Create end-to-end online processes for citizen service requests, forms, and other functions


Solutions & Results

Informatica Intelligent Cloud Services acts as the data integration engine, consolidating data from various sources in real time

Online form requests for services, such as waste collection, are automatically channeled upon receipt to related systems—triggering actions for the appropriate teams

Expected to reduce the number of calls to the contact centre by 22%

Citizens are notified of the status of their inquires via an automated email or SMS

Anticipate annual savings of up to £1 million thanks to improved efficiency of service delivery

Puts citizens at the heart of service delivery through data-driven digital transformation


Products & Services

Intelligent Cloud Services

A next-generation iPaaS, re-imagined for new hybrid data management challenges with a microservices architecture

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