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Friday, 31.05.2024
eGovernment Forschung seit 2001 | eGovernment Research since 2001

CRM Customer Relationship Management

  • UK: Contact Centre Investment Drives Performance At Staffordshire Connects

    Staffordshire Connects, a partnership of 10 local authorities in Staffordshire*, has transformed service performance by implementing a new customer service strategy and making key investments in Macfarlane contact centre and CRM technology.

  • UK: Contact Centres – A Catalyst for Change

    A contact centre which helps residents with their planning enquiries has won South Gloucestershire Council a national commendation for improving overall service delivery.

    Caron Bentley of the Council's Business Improvement Team highlights how the planning contact centre is driving through wider changes in service delivery across the local authority.

    South Gloucestershire Council recently received a special commendation from the judges of the Innovation of the Year Award, sponsored by the Professional Planning Forum, an independent industry body who support effective resourcing and planning in the contact centre industry. The award process is open to both Private and Public sector organisations and this year saw a record of five Councils reaching the finalist stage.

  • UK: Councils encouraged to implement CRM

    Technology to form cornerstone of e-government strategies

    The government's CRM National Programme is firing up its efforts to get all local authorities to implement CRM as a cornerstone of their e-government strategies, in a move that will ignite public-sector opportunities for VARs.

  • UK: Councils learn to cope with CRM culture shock

    New systems can be a challenge, according to research.

    Altering the culture of council employees is the biggest hurdle local authority IT managers have to overcome when implementing customer relationship management (CRM) systems, according to research to be published next month.

    The survey of 258 egovernment and council IT heads by connectivity software vendor NDL-Metascybe, in association with Computing, shows that 42 per cent of respondents find persuading co-workers to adopt new CRM systems much harder than they expected.

  • UK: Councils play 'wait and see' with eGoverment

    The very-latest picture of how billions of pounds of government investment in technology are being put to use by councils in England has emerged today from public sector research specialists eGov Monitor.

    Early analysis of detailed eGovernment progress reports submitted by every English local authority last presents new insights and concrete evidence of the issues faced by local government IT managers today.

  • UK: CRM 'too complex' for reluctant local authorities

    Less than half of UK councils have systems in place…

    Over half of the UK's 442 local authorities have yet to start implementing CRM systems with fear of cultural change cited as the main barrier, according to new research.

    The survey of 250 authorities in England, Scotland and Wales was carried out by systems integrator NDL. It found 52 per cent have yet to install CRM and three per cent have no plans to do so at all.

  • UK: CRM helps South Lakeland Council achieve 60% rise in 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 Telesystems’s CallPlus technology has been key to this success. Ratings are based on customer satisfaction research undertaken each month by South Lakeland Council. A random selection of citizens that made contact with the Council during the previous month are called and asked how satisfied they were with the way their queries were handled.

  • UK: CRM Hot Topic: Analysis of CRM National Project role & goals

    The CRM National Programme is one of 24 National Projects funded by the Office of the Deputy Prime Minister (ODPM) to help councils deliver better services and meet joined-up e-Government targets by the end of 2005.

    These National Projects will help councils to provide citizens with better access to local government services through the Internet, by SMS, phone, face-to-face and through their TV. It also aims to help local authorities make the most cost-effective use of their staffing and resources.

  • 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: Handle your customers

    Forget 'monkey systems' for speeding up services, councils need 'true customer handling', says a Whitehall official responsible for local e-government

    Councils will be offered a "roadmap" for implementing CRM (customer relationship management) systems intended to help the UK public sector to "redefine what e-government is all about", the Office of the Deputy Prime Minister announced on 17 June 2003.

  • 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.

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