"We are delighted that this study has confirmed our expectations of the benefits of implementing CRM at Knowsley," said Rod Matthews, Head of ICT for Knowsley Metropolitan Borough Council. "We have identified significant, quantifiable performance improvements and cost reductions in these two areas. As they comprise only one-fifth of the total number of transactions that will be running through Onyx when implementation is complete, we anticipate further savings in the future. Quality service will be delivered at lower cost and the council will be able to reinvest the savings as we become more efficient and effective at providing services for our citizens."
Using Onyx CRM has also benefited Knowsley by facilitating additional business processes to further improve service and efficiency. Benefits of the Onyx solution mentioned in the study include:
- Capturing core data at front office through eforms
- Improving the efficiency and quality of call and enquiry handling (thus reducing the need for follow-ups)
- Facilitating a joined-up and consistent customer service
- Eliminating, improving and automating key business processes
- Provision of high-quality management information.
The Onyx for Local Government solution, with versions developed specifically for UK and U.S. local governments, is being used by more than 30y local authorities across the globe including Knowsley Metropolitan Borough Council, Worcestershire County Council, Highland Council and Cambridgeshire County Council. The solution, which includes a desktop for contact center representatives, a citizen self-service portal and a robust reporting package, is helping local authorities share vital citizen-centric information across departments to provide higher levels of service, reduce operational costs and maintain accountability for departmental programs and services.
Quelle: Government Technology, June 2004