R27 - Systems in place to ensure effective and consistent customer relationship management across access channels and to provide a ‘first time fix’ for citizen and business enquiries, i.e. using a common database, which holds customer’s records, to deliver services across different channels, and enabling joined-up and automated service delivery.

Customer

Significant improvements in the experience of contacting the council.

Consistent response across access channels

Increased speed of resolution

Better quality and more comprehensive information

Council

Corporate approach to customer contact Ability to monitor and ensure consistent standards of customer contact across all departments.

Improved efficiency, flexibility and effectiveness due to transfer of activity away from traditional services to automatic and semi automatic facilities.

Quality and Standards improved • Ways of working defined and understood to promote service delivery

Resources re-aligned to better meet customer needs.

Better management information to develop improvements in service delivery.

Available

Lagan CRM

UNI-form FrontLine Integration Solution (UFIS)

UNI-form Connector suite

R28 - All email and web form acknowledgements to include unique reference number allocated to allow tracking of enquiry and service response.

Customer

Ability to track how your communication is being handled.

Increased confidence in obtaining a resolution

Increased speed of resolution

Better quality and more comprehensive information

Council

Monitoring and tracking of all online communications with the council

Quality and Standards improved

Ways of working defined and understood to promote service delivery

Resources re-aligned to better meet customer needs.

Available

Lagan CRM

UNI-form FrontLine Integration Solution (UFIS)

UNI-form Connector suite

R29 - 100% of email enquiries from the public responded to within one working day, with documented corporate performance standards for both email acknowledgements and service replies

Customer

Near immediate response to enquiries.

Increased confidence in obtaining a resolution

Increased speed of resolution

Better quality and more comprehensive information

Council

Efficient enquiry handling procedures

Improved customer satisfaction.

Quality and Standards improved

Ways of working defined and understood to promote service delivery

Resources re-aligned to better meet customer needs.

Available

Lagan CRM

UNI-form FrontLine Integration Solution (UFIS)

UNI-form Connector suite

G24 - Implementation of a content management system (CMS) to facilitate devolved web content creation and website management

Customer

Consistency and clarity in information provision.

Improvement in web services.

Council

Better management information to develop improvements in service delivery and take up of low cost channels

Standards developed and “content” quality assured.

Improved efficiency of delivery of the lowest cost access channel

Available

Lagan CRM

UNI-form FrontLine Integration Solution (UFIS)

UNI-form Connector suite

E19 - Agreed baseline and improvement targets for the percentage of public enquiries about council services resolved at first point of contact and efficiency savings resulting from investment in customer relationship management and workflow technology.

Customer

A better performing council

Convenience and ease of use

Cheaper more cost effective

Council Increased speed of resolution

Better quality and more comprehensive information

The channel is more reliable: 100% available 24/7 with minimised disruptions of service

More responsive Council

New service delivery enhanced

Improved speed of access and response times.

More efficient business processes.

Council

Better customer services

Efficiency savings

Reduction in addressing errors

Improved customer service

Faster response times

Better customer service

Quality and Standards improved

Ways of working defined and understood to promote service delivery

Improved resource management

More efficient business processes.

Better management information to develop improvements in service delivery.

Available

Lagan CRM

UNI-form FrontLine Integration Solution (UFIS)

UNI-form Connector suite