National Project - Customer Relationship Management

CAPS Solutions has partnered with leading CRM supplier Lagan, to design CRM tools that are compatible with the CAPS Solutions local government UNI-form portfolio. The UNI-form-Frontline integration provides local authorities with a standard mechanism to share information between customer-facing systems and specialist departmental professionals. As a result the combination of Lagan CRM and the UNI-form-Frontline integration will enable Local Authorities to deliver more cost-effective, responsive and accessible services.

CAPS Solutions and ESRI (UK) are also members of the CRM Adapter Club, which is tasked with setting standards for communications between front and back office systems. We maintain a complete set of e-GIF compliant XML connectors to support front and back-office integration.

Associated Priority Outcomes:

G1 - School Admissions portal

E1 - Take-up of online schools admissions

R7 - Reporting of environmental issues

E4 - Take-up of online planning & regulatory services

G13 - Parking fine appeals

R23 - Access to council services out-of-hours

R27 - CRM across access channels

R28 - Unique reference numbers on enquiries

G24 - Integration of CRM with back office using workflow

G25 - Change of address

E19 - Targets for savings from CRM & Workflow