In the new project, the application of appropriate technology will give call centre staff better access to information assisting them to deal with public efficiently and developing a culture of "customer" satisfaction.
To achieve its project targets the Council recognised that they needed to further develop their Halton Direct Link platform to move service delivery across all major customer access channels, thus building on their existing investment was a key requirement. The council reviewed the marketplace and opted to work in partnership with Kainos, both to analyse its long term CRM strategy and define business requirements for the implementation of the citizen360 technology solution. Building on its existing investment was a key requirement for Halton.
Kainos has designed and is currently implementing the citizen360 solution. Using technologies from Amdocs Clarify CRM and Cape Clear, the solution will provide Halton with a wide range of business functionality enhancing features:
CRM Application
citizen360 is designed to provide a comprehensive contact database encompassing a 360-degree view of the contact citizen creating a value proposition based on accessibility and information within a personalised model. This approach is built on the concept of having a single view of the citizen, where each interaction with the authority relates back to their single citizen record. This enables the authority to capture and view these interactions, whether they were made on behalf of the citizen, their company or even their relatives.
Single view access for agent & citizen
citizen360 aims to remove the silos that currently exist by providing full integration to legacy systems and a single view of the citizen. This provides a more consistent level of service for the citizen and more effective information to allow Halton's customer service representatives to deal more effectively with all enquiries.
Increased level of service
Full two-way integration with legacy systems ensures that delivered service applications are dealt with more efficiently than the traditional method of passing paper to the back office leading to increased customer satisfaction levels Double keying of data fully integrated single application front office system real back office savings. This improves both the level of service received by their perception of the council.
Proactive approach to customer service
The citizen360 gives customer service agents the ability to proactively "sell" .services to citizens, based on information obtained by the system, and knowledge acquired from the relevant back-office departments.
Bottom-line, Halton expects to see significant improvements to workflow, improved business processes and a reduced paper trail, as a result of the one stop resolutions.
Quelle: PublicTechnology, 01.12.2003
