The other medallists in the Business Achievement Awards Section were The Queen Elizabeth Hospital, King’s Lynn, and Scottish Water. The Council was one of three finalists in the Public and Not-for-Profit Organisations category of the 2004 Business Achievements Awards Section in the BCS IT Professional Awards.
The award was for the work done in partnership between council teams, IT Newcastle and Customer Services and suppliers of the software solution, Lagan. It recognises the successful introduction of new Customer Relationship Management (CRM) facilities in three Customer Service Centres in the City.
The system provides staff with easy access to information, knowledge and processes for the council's most popular services and so gives customers a more effective and efficient service.
The project has achieved all its key critical success factors, crucially increasing customer satisfaction to 97 per cent, and seeing multiple customer enquires solved on their first visit up from 70 to 83 per cent.
The 2004 Business Achievements Awards Section recognises “the key contribution made by the IT profession to economic prosperity, business efficiency and public services.”
Newcastle City Council chose Lagan’s “Frontline” Customer Relations Management (CRM) as the Information Communications and Technology system to support the implementation of the Council's Customer Service Strategy.
Executive Member for Modernisation, E-government and Regulation Councillor Anita Lower is delighted with the news. “Newcastle City Council is one of only two local authorities nationally to win one of the British Computer Society Awards described as Oscars within the industry,” she said. “It is not only brilliant news for IT and Customer Service Teams but a marvellous business achievement for our customers and also for all those involved.”
Quelle: Publictechnology.net , 21.10.2004
