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Donnerstag, 18.04.2024
eGovernment Forschung seit 2001 | eGovernment Research since 2001

CiRM Citizen Relationship Management

  • UK: CRM lifts council efficiency

    CRM tools can help councils streamline their services, but cultural and technical obstacles must be surmounted first

    Much is being done to encourage local authorities to deploy customer relationship management (CRM) systems, to help them meet the 2005 deadline to put all central and local government services online. These initiatives highlight a number of obstacles to CRM that could affect companies as well as government bodies, while also indicating the possible rewards of successful CRM projects.

  • UK: Customer Contact Centre puts the Telephone at the Centre of eGovernment

    North East Derbyshire Council has created a new Customer Contact Centre as part of a broad new customer service strategy that aims to make local services more accessible, responsive and more consistently high standard.

    When the Council agreed upon its new service strategy in September 2004, it identified that a Contact Centre would be essential to improving service and driving up first time resolution rates. Seven months in planning, the Centre was opened on 4th April 2005 and today handles customer calls relating to Environmental Services (including pest control, bulky refuse and taxi license calls) as well as Revenue & Benefits services.

  • UK: Derbyshire County Council set up 24/7 customer contact centre for citizens

    Derbyshire County Council has set up a 24/7 customer contact centre with the aim of providing a single point of access for the first time resolution of service queries - at any time of the day or night.

    The new contact centre in Darley Dale, Derbyshire, went live on 2nd December 2004, and currently handles around 63,000 calls a month. The centre employs 41 people, with numbers expected to grow to around 70 people within the next two years.

  • UK: Local councils continue to battle with CRM integration

    The past few years has seen a significant change in the government’s approach to local authorities and the way they operate. Once the forgotten child of governance in the UK, these authorities are now being called to account, as budgets are streamlined, targets set and efficiency is closely examined.

    One of the most salient indicators in the government’s change of tack was the Gershon Report, which placed identifying over expenditure and inefficiency at the top of the agenda for local authorities. No longer granted special dispensation, these authorities were asked to call their house to order, enabling the public sector to resemble the private sector more closely in the way business was conducted and expenditure monitored.

  • UK: London: Newham to lead CRM rollout

    As part of the overall e-government push, the council is to run a project aimed at demonstrating the benefits of CRM

    Newham LBC will run a project that is aiming to demonstrate the benefits of customer relationship management as part of the CRM National Programme, one of the Office of the Deputy Prime Minister's National Projects for local e-government, it was announced on Wednesday.

  • UK: Macfarlane Virtual Contact Centre drives higher Customer Satisfaction

    South Lakeland District Council reports that a new Customer Relationship Management (CRM) initiative has contributed to a 60% rise in customer satisfaction levels in the nine months to March 2005*). A new customer contact centre, set up in June 2004, and based on Macfarlane's CallPlus technology has been key to this success.

    Today, the South Lakeland contact centre, located in Kendal, handles approx 9000 incoming citizen enquiries a month relating to fourteen key environmental services including recycling, road scene, refuse collection and bulk collections. Five customer service advisors work in the centre today although there are plans to double this number as new services are introduced in coming months.

  • UK: National Programme to research benefits of CRM for councils

    Although the majority of local authorities (300 out of 388) in England are currently engaged with the Customer Relationship Management (CRM) National e-Government Programme, a significant number still need to address CRM, or risk failing to meet the 2005 e-Government targets.

    To show councils the importance of CRM, the next phase of activity for the CRM National Programme will be on proving, qualitatively and quantitatively, the direct benefits of CRM for the citizen and council.

  • UK: NE Derbyshire Council gets new Contact Centre to make services more responsi

    North East Derbyshire District Council has put together a new Customer Contact Centre as part of a broad new customer service strategy that aims to make local services more accessible, responsive and more consistently high standard.

    When the Council agreed upon its new service strategy in September 2004, it identified that a Contact Centre would be essential to improving service and driving up first time resolution rates.

  • UK: Newcastle City Council wins IT award for CRM in Customer Service Centres

    Newcastle City Council is celebrating after winning a British Computer Society Award.

    The other medallists in the Business Achievement Awards Section were The Queen Elizabeth Hospital, King’s Lynn, and Scottish Water.

  • UK: Newham council gain CRM advice

    Council offers peers best practice information on using CRM systems

    Newham council has launched a customer relationship management (CRM) project to demonstrate how the technology can help local authorities meet e-government targets.

  • UK: NLPG underpins award winning Warwickshire Direct service delivery project

    The UK's Warwickshire Direct Partnership (WDP) which uses the National Land and Property Gazetteer (NLPG) to underpin its innovative Customer Relationship Management (CRM) system, recently won a ‘Shared Services’ Award for e-Government excellence. The CRM will migrate nearly 100 different borough and district services across Warwickshire to a central system by the end of 2007. Early results showed that 94% of enquiries being resolved at the first point of contact and 100% of customers declaring they were satisfied with the responses they received. The introduction of the CRM has also meant substantial cost savings through joint procurement.

  • UK: Northumberland's CRM boosts citizens' access

    County council rolls out Oracle CRM software and slashes IT costs

    Northumberland County Council has saved an estimated £500,000 a year in IT costs by using customer relationship management software from Oracle.

  • UK: ODPM offers e-Government CRM national project to new owner

    Julian Bowrey, Divisional Manager Local e-Government at the Office of the Deputy Prime Minister has written an open letter giving information on the e-Government customer relationship management national project, and inviting expressions of interests from local authorities to take it over. Interested parties have until 8th August to register interest.

  • UK: ODPM reaches for the CRM toolkit

    The release date of customer relationship management tools for local authorities has been brought forward by four months

    The Office of the Deputy Prime Minister (ODPM) released 13 customer relationship management (CRM) products on 10 December 2003, four months earlier than planned, in response to fears that some local authorities are falling behind schedule in attempting to get services online by the end of 2005.

  • UK: ODPM touts CRM project

    The National Project for customer relationship management is now leaderless after LB Newham decided not to take up its option for ownership

    The Office of the Deputy Prime Minister (ODPM) has invited local authorities to lead the CRM National Project.

    In an open letter divisional manager of local e-government at the ODPM Julian Bowrey called for expressions of interests from interested councils, either individually or collectively.

  • UK: Only half of contact centres measure customer satisfaction

    A newly released independent research report -- UK Contact Centres and Customer Service -- finds that although the contact centres surveyed rank improved customer service as their most important aim, half of them don’t even measure the number of calls it takes to resolve a customer query.

    Carried out on behalf of Teasel Performance Management, the report reveals that of those that do measure customer satisfaction, in-house contact centres were much more proactive on overall assessment, with 83% sending out questionnaires; 43% calling customers at random; 43% calculating average call value; and 26% asking customers to stay on the line to complete a brief survey. The most common approach to measuring customer satisfaction (100%) was to listen to a selection of calls and make a judgement

  • UK: Public sector must wake up to CRM

    Though tricky discussions about technology and job losses may lie in wait...

    The public sector is waking up to the fact it must get smarter about customer relationship management (CRM) as it attempts to deliver on promises of joined-up and transformational government.

    And the need to act quickly and on tight budgets may play straight into the hands of hosted, on-demand CRM vendors.

  • UK: Public sector plays catch-up on CRM

    Still 15 years behind the private sector, says analyst

    Local authorities are under pressure from two different directions - facing demands on one side to cut costs but also to improve the service they provide to the public.

    And in many cases they are expected to do this with technology many have never used before.

    Councils are increasingly adopting customer relations management (CRM) models to find out exactly what customers want. But public sector CRM is developing in quite a different way to its private sector counterpart.

  • UK: RFID trial for construction industry is a success

    BT has successfully concluded a path-finding radio frequency identification (RFID) asset-tracking trial with the potential to add real value in the construction industry.

    The results of the project, which took place on a major London construction site over a period of two months, could radically improve cost-efficiencies and the management of vehicles, tools and equipment on large sites nationwide. The trial is the first of its type in the sector and was prompted by the increasingly urgent need for monitoring the location and condition of construction assets in transit around sites.

  • UK: Richmond Council expands its customer service centre with focus on service excellence

    The London Borough of Richmond upon Thames has launched a new customer service quality initiative focused on improving service across all its customer 'touch points' (i.e. phone, web, email, face-to-face etc.), resolving more customer problems at first point of contact, avoiding unnecessary customer contacts, and delivering greater value for money.

    The 'Customer Service Excellence' initiative will lead to a significant expansion in the Council's customer services operation and, in the first stage of this expansion, completed in August 2009, Council Tax enquiries (the second largest call volume area for the Council), along with Housing Benefit and Council Tax Benefits, have been moved into the Council's centralised customer service centre. The customer service centre was already handling Environmental Services (waste, recycling, planning, trees, street cleansing etc.) and general Council enquiries. The expansion sees the service centre grow to 30 Full Time Equivalent personnel, a 24 percent increase.

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