The take-up of Customer Relationship Management (CRM) systems in local government is slow, according to research from the Society of IT Managers (Socitm), with experts blaming the complexity of the software. The local government IT organisation's latest software survey of 314 local authorities shows that 54 have now installed CRM, compared to 30 last year.
Socitm said that, although slow, the increased take-up is a reflection of the impact of e-government targets.
But Rod Matthews, head of information society technology at Knowsley Borough Council, said: "Slow take-up is to do with complexities surrounding the software.
"Many local authority chief executives know what CRM does but don't understand exactly what it provides in terms of service performance and efficiency.
"The obvious advantage of CRM is its ability to bring all customer information together and create a one-stop-shop or even self-service portals."
But he added that the advantages go far beyond this, with the opportunity to analyse information to determine trends regarding the use of services.
The government launched its CRM National Project earlier this month to encourage local authorities to implement the technology.
Matthews, who is a member of the project board, said it the project would "help people understand what CRM is all about".
But the government and CRM vendors have their work cut out when it comes to local government, warned James Governor, analyst at RedMonk.
"Local government does need to be joined up to reach the government's 2005 deadline for online services, but it's more than just products," he said.
"I do not believe CRM can be implemented as just a product because it requires cultural change and working in a different way."
Many local authorities could gain as much benefit, in terms of service delivery, through integrating existing systems, he added.
"The key to improving services to citizens is about integration - not packaged applications."
Quelle: Computing
