The CRM Project has provided a CRM system. CRM stands for “Customer Relationship Management”

The system gives customer facing Council staff the information and facilities that they need to deliver efficient customer services, it provides a single view of customers, to all customer facing staff – customers do not have to repeat their story to different staff and staff are aware of previous contact and service requests.

The system is now live with the Contact Team within the Contact Centre and at the Local Access Point within the Brunton Hall.

Future phases of the project will extend access to the system to other customer facing Council staff.

Planning for the next phase is now underway with the following areas identified for phase 2:
· Out of hours calls with the Community Response Team in the Contact Centre
· Council Tax
· A postcode lookup facility on the Internet for refuse collection

The main components of a CRM system are:
· a customer database
· a contact management facility
· a means of tracking service requests
· simplified access to back office data

The initial services that were CRM’d are:
· housing allocations
· housing repairs
· general council enquiries
· library service enquiries
· payments

For more information on this and other Modernising Government Projects please check out the latest Modernising Programme Newsletter.