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Montag, 20.04.2026
Transforming Government since 2001

Customer Contact Service Center

  • UK: Sheffield designs CRM for Europe

    The council is working with other local authorities in Europe to create a new Customer Relationship Management system

    Sheffield City Council is developing an open source Customer Relationship Management platform intended for use in local authorities across Europe.

    The council is partnering with other authorities in Europe under the EU funded Citizens Advanced Relationship Management (Carmen) scheme to set up the platform.

  • UK: Sheffield to open up CRM

    OSS initiative to help council back office's across Europe

    Sheffield City Council is leading a project to develop an open-source based Customer Relationship Management (CRM) solution for the public sector.

    The councils is part of an EU-funded initiative called the Citizens Advanced Relationship ManageMENt (CARMEN) project that is looking to develop an “innovative, knowledge-based multi-media service” based on the private sector approaches to the use of CRMs.

  • UK: Spelthorne Borough Council sees good results from contact management system

    Spelthorne Borough Council is making progress on its route to complete e-government with the successful implementation of a Contact Management system.

    Almost 70 per cent of all calls received from the public are able to record details in the system and route them directly to the right member of staff for action.

    The Comino system keeps citizen information from a wide range of sources in a central database. This links with Spelthorne’s online payment and facilities booking applications, providing a fully integrated, customer-focused approach. In the first full year of use, Customer Services handled almost three times as many calls, with the same number of staff and with improved response rates. Spelthorne’s community transport service, ‘Spelride’, has reduced the average number of engaged calls from over 2,000 a month to just seven, thanks to improved call routing and changed processes enabled by Comino.

  • UK: Swansea joins with Cardiff to deliver citzen contact centre

    Swansea Council is joining forces with Cardiff Council to deliver a new contact centre for citizens, following the cancellation of a deal with Capgemini.

    Cardiff will provide the systems and infrastructure to support the Swansea centre, and Swansea staff will run it.

  • UK: Swansea: Face-to-face contact centre does business better, faster and smarter

    Swansea Council's new Contact Centre is proving a big hit with residents of the city with more than 800 people a week using the service.

    Figures show more than 6,500 people have used the face-to-face centre to assist with a range of issues including council tax queries, housing repairs, street lighting, highways faults and the reporting of abandoned vehicles.

    The centre on the ground floor at County Hall is the first stage of the transformation of the building into a Civic Centre that will also boast a new Central Library, a seafront café and an exhibition space.

  • UK: Telephone call centre service often poor, Citizens Advice report shows

    Being kept on hold for ages, presented with a multitude of automated options and then receiving poor customer service – up to four out of 10 of us are dissatisfied with our experience of some call centres, according to a new report from Citizens Advice.

    Any local authority or central government department with a call centre or call handling operation (and we imagine that's almost all of our readers), should read this, as it gives a good insight into public perceptions of call centres - the backbone for many an e-government set-up.

  • UK: Transforming local government services for Suffolk citizens

    Customer Service Direct, a partnership with Suffolk County Council, Mid Suffolk District Council and BT (partnering with CGI), have officially opened a customer service centre in Suffolk, the first of its kind in the UK integrating both county and district services so Suffolk citizens can have all their queries answered at the first point of contact.

  • UK: Whitehall ignores the phone call

    Ministers have shunned a suggestion from MPs that the government should set up a telephone access gateway for public services

    The Cabinet Office has ignored a recommendation from MPs that a cross government public services helpline modeled on NHS Direct should be tested.

    MPs on the Public Administration Select Committee had recommended that the government should set up a telephone service similar to the French 'Allo Service Public', which answers 70% of enquiries in one call without having to refer people elsewhere.

  • US: Alaska's Open Data Portal Still Dark

    Alaska's Checkbook Online has been down since July -- after the state switched its financial system.

    A state website that displayed details of public spending is still in limbo after crashing when Alaska launched a new finance system this summer, officials said this week.

    The Sarah Palin-era Checkbook Online website collects and publishes spending data from state agencies, Gov. Bill Walker’s office, and the Legislature. But it hasn’t worked since July, when the state launched its new IRIS financial system.

  • US: Massachusetts: The Future of CRM and Customer Service: Look to Boston

    Every service request — by phone, mobile app or Boston’s Web portal — becomes a piece of data that can be used to track the city’s performance.

    If traditional, hotline 311 calls and fully staffed call centers are financially unsustainable, then the future of customer service and CRM might be found in the city where the first mobile app was launched. Since that eventful moment, Boston has seen its digital channels grow significantly, expanding 10 percent per year for the past three years, according to CIO Jascha Franklin-Hodge. “Today, we are averaging 59 percent of our service requests through digital channels,” he said. “There’s been a dramatic move by our customers from phone to digital.”

  • USA Services Speeds Procurement With FirstContact

    New Contract Vehicle Emerges as an Innovative Answer to Improve Customer Service

    After four hurricanes ravaged the Southeast last summer, causing billions of dollars in damage to homeowners and businesses, the U.S. General Services Administration (www.gsa.gov) came to the rescue with a unique contract that helped expedite assistance to thousands of Americans.

  • USA: Best Practices for 311 Call Centers Begin with Understanding Processes

    Process monitoring, updates at all times, and a focus on support that extends well beyond the call center itself.

    There has been tremendous growth recently in the number of government agencies that rely upon dedicated call centers to provide citizens with a single point of contact--accessible through the Web, phone or by email--for non-emergency issues. In the United Kingdom, for example, the central government issued a mandate that by this year, all municipalities must deploy centralized eGovernment call centers to deliver better service to citizens by simplifying their interactions with municipal agencies.

  • USA: City Employees in Corpus Christi, Texas, Go the Extra Mile

    As part of the E-Government Services Department, the Customer Call Center takes thousands of calls from citizens each month. The employees answer questions, provide information and route work orders and service requests to the appropriate departments to help residents get the information and service they need as quickly and efficiently as possible. In fact, during the past fiscal year, call representatives handled 96 percent of the 395,000 calls they received with an average wait time of just one minute and 10 seconds. As a result, the City frequently receives comments from citizens complimenting the call center representatives for their professionalism, courtesy and responsiveness.

  • USA: Consistent Customer Service Still an Elusive Goal for Government

    Daryl Covey, co-chairman of CSLIC, said information technology, such as CRM software, works best when it complements a positive attitude toward customers. "You don't start with the technology," he said. "You start with the service-oriented culture."

    Agencies increasingly rely on contact centers to communicate with the public via Web sites, e-mail messages, telephone calls and postal mail. A new report criticizes many of those centers for lacking guidelines to manage federal customer service and ensure accuracy.

  • USA: Covington, Virginia First in Commonwealth to Implement Online Citizen Service Request System

    City of Covington and www.Virginia.gov Partner to Give Citizens an Efficient Way to Place Non-Emergency Service Requests Online

    The City of Covington is the first in the Commonwealth to offer the QAlert service to its citizens through its recently redesigned Web site www.covington.va.us. The QAlert™ Municipal CRM System, is a dynamic Web-based tool that enables citizens to place non-emergency service requests from anywhere with Internet access, 24 hours a day.

  • USA: CRM for E-Government

    Lagan's Frontlink brings the City of Minneapolis into the 3-1-1 age

    Until recently, Minneapolis's 400,000 citizens often had to call a series of different departments to gain access to specific city services. Studies by the City of Minneapolis showed that as much as 20 to 30 percent of these calls from citizens to the City were misrouted and unresolved. Citizen requests for service were cumbersome to track, and determining the status of a request was challenging.

  • USA: Government Customer Service: No Longer an Oxymoron?

    Many government agencies have grasped the need to move beyond the first e-government initiatives they deployed, such as self-service or dynamic Web pages. "That is the one channel citizens expect the government to have mastered. Now it is recognized there is a need for the government to be flexible in its technology approach to meet peoples' needs," said Accenture's David Roberts.

    Next year, when taxpayers call the Internal Revenue Service (IRS) for help answering questions as they fill out a return, they will know how many minutes they will have to wait on hold before they can speak with an agent.

  • USA: ICT Group Wins Government Contact-Center Contract

    ICT Group Latest News about ICT Group reports that it has been named one of the five vendors awarded a U.S. General Services Administration contract to provide contact-center services and applications to government agencies and departments.

    The contract is for one year with four one-year options and has a funding capacity of US$150 million over the next five years.

  • USA: Why Do You Need a 311 Contact Center?

    A 311 call-center model has emerged as a proven standard for municipal communications in numerous cities throughout the world. There are many reasons why a 311 contact center is a critical component in the efficient delivery of effective e-government. For example, opportunities exist to divert calls from the 911 emergency call center, improve citizen service, and better manage costs and budgets.

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