Spelthorne has recently renewed its IT outsourcing contract with Steria to deliver technical solutions that will support service modernisation and improvement, while making £125K savings at the same time. Spelthorne’s partnership with Steria is supporting customer service improvement and releasing significant efficiencies for its Planning and Revenues and Benefits department with online self-service facilities that allow residents and businesses to manage their accounts and make payments online.

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Tags: Transformation, Modernisation, Systems, Technology

This expert forum brings together policy leaders, advisors and practitioners to consider the benefits that Shared Services between councils and other public bodies can deliver, and, most importantly, the different approaches to partnerships, governance and commercial arrangements that are proving successful in establishing successful shared services.

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Tags: Transformation, Technology, Systems

Find out how Bromley is transforming services to residents and generating internal efficiencies by increasing links between its call centre and service departments via a new CRM implementation. As part of its Customer Access Programme, Bromley has implemented a new Customer Relationship Management (CRM) system using business process templates to automate linkage between call centre staff and staff within ten key service departments.

In this case study key personnel discuss the many benefits of the new structure. Contact centre staff can now train on a single system with links through to the different back office systems. This reduces the time and cost of staff training in addition to providing a swifter, more professional service to customers. The constant update of information also enables the fast and accurate production of reports for reviews.

"We were absolutely delighted with the ability to implement the new system in less than four months and the whole project including the development of hardware and software was done for under 200,000 pounds". Jim Haslam, Assistant Director of Business Solutions & ICT

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The implementation of the Microsoft Dynamics CRM system was carried out by Optevia, using Optevia's set of proprietary business process templates to provide best practice linkage to various departmental services in order to accelerate the overall CRM implementation." rel="external">here.

Tags: Modernisation, Transformation, Technology

Sue Reid, Head of the Modernisation and Efficiency Division at the Department of Communities and Local Government discusses in a one-to-one interview the progress Local Authorities and public sector bodies are making towards sharing their services.

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Tags: Modernisation, Transformation