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Priority Service Outcome
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Benefit*
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CAPS or ESRI (UK) product or service
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Notes
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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.
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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.
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Available
Lagan CRM
UNI-form FrontLine Integration Solution (UFIS)
UNI-form Connector suite
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R28 - All email and web form acknowledgements to include unique reference number allocated to allow tracking of enquiry and service response.
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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.
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Available
Lagan CRM
UNI-form FrontLine Integration Solution (UFIS)
UNI-form Connector suite
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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
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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.
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Available
Lagan CRM
UNI-form FrontLine Integration Solution (UFIS)
UNI-form Connector suite
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G24 - Implementation of a content management system (CMS) to facilitate devolved web content creation and website management
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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
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Available
Lagan CRM
UNI-form FrontLine Integration Solution (UFIS)
UNI-form Connector suite
|
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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.
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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.
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Available
Lagan CRM
UNI-form FrontLine Integration Solution (UFIS)
UNI-form Connector suite
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