E-enabled “one stop” resolution of Housing & Council Tax Benefit enquiries via telephone, contact centres, or via one stop shops using workflow tools and CRM software to provide information at all appropriate locations and enable electronic working from front to back office
- by providing a customer centric system with direct controlled access to departmental information
- by providing the ability to capture additional information, electronically or from paper, and automatically forward it to the department for resolution.
- by providing compatible workflow tools at front and back office
Public
reporting/applications, procurement and tracking of environmental services,
includes waste management and street scene (e.g. abandoned cars, graffiti
removal, bulky waste removal, recycling)
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by logging all calls at point of receipt and monitoring and tracking them
through CRM and the Document Management system.
Self-service
or mediated access to all council services outside standard working hours via
the internet or telephone contact centres (i.e. available for extended hours
outside of 9am-5pm Monday to Friday)
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by providing call centre software with access to departmental documents
which can be used outside normal hours potentially even from staff working from
home. Queries which cannot be answered can be logged and directed to
departmental staff to deal with during normal hours.
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by providing, in conjunction with your IT department, controlled access
to departmental documents via the internet to enable the customer to enquire on
progress/resolution of their query. The customer will also be able to log
queries on your web site with these being routed through our software to the
appropriate department for action.
Systems
in place to ensure effective and consistent customer relationship management
across access channels and to provide a ‘first time fix’ for citizen and
business enquiries, i.e. using a common database, which holds customer’s
records, to deliver services across different channels, and enabling joined-up
and automated service delivery
- by providing a common customer oriented system with a common database to all access points.
- By providing simple access to departmental documents and information to assist customer services staff in resolving customer queries.
- By providing automatic routing of unresolved queries to the appropriate department
- By monitoring query resolution.
All
email and web form acknowledgements to include unique reference number allocated
to allow tracking of enquiry and service response
- All incoming and outgoing e-mails are given a unique reference.
- by providing a unique call/ticket id for all calls or Web enquiries generated from the common database.
100%
of email enquiries from the public responded to within one working day, with
documented corporate performance standards for both email acknowledgements and
service replies.
- by routing email directly to the document management system for action and providing facilities to respond by e-mail. Target dates can be used to monitor progress to ensure targets are reached.
Establishment
of a single business account (i.e. a cross departmental ‘account’ run by the
local authority whereby businesses are allocated a unique identifier that can be
stored and managed via a corporate CRM account facility supporting face-to-face.
Website and contact centre transactions).
- by providing a common customer oriented database for use by the Web, counter or call centre staff which can be used by citizens and businesses alike to provide a single reference point.
Mobile
office service using technology to offer processing of Council Tax and Housing
Benefit Claims directly from citizen’s homes
- by providing our ‘Export to laptop facility’ to enable outbound staff to carry relevant documentation to assist them in verifying a citizen’s claim.
- by providing dial up capabilities to access the departmental data management system.
Adoption
of ISO 15489 methodology for Electronic Document Records Management (ERDM) and
identification of areas where current records management policies, procedures
and systems need improvement to meet the requirements of Freedom of Information
(FOI) and Data Protection legislation.
- by providing a record keeping system that documents the authorities activities and provides for the quick and easy retrieval of information.
- by providing a record keeping system which is maintained so that the records are properly stored and protected, and can easily be located and retrieved
- by providing a system where records are automatically archived for longer term storage and with appropriate disaster recovery facility
- by providing a system which allows for selected records to be removed once they are no longer required
Integration
of customer relationship management systems with back office activity through
use of enabling technology such as Workflow to create complete automation of
business
process management
- by providing a CRM system tailored to the requirements of a Local Authority
- by providing integration with back office departmental systems without duplication of data
- by providing workflow to undertake all or part of the task and route it to the appropriate back office department for completion
Facilities
to support the single notification of a change of address, i.e. a citizen should
have to tell the council they have moved on one occasion and the council should
then be able to update all records relating to that person to include the new
address.
- by capturing the new address and routing
details to all relevant departments.