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The City of London and the Digital Town Hall Jill Bailey & Mark Hirst 0 7 March 2008

The City of London and the Digital Town Hall Jill Bailey & Mark Hirst 0 7 March 2008. 1. Background to the City of London 2. Access to Services 3. Technology 4. Questions. Agenda. Background to the City of London. History. The City of London is the oldest local authority in England.

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The City of London and the Digital Town Hall Jill Bailey & Mark Hirst 0 7 March 2008

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  1. The City of Londonand theDigital Town HallJill Bailey & Mark Hirst07 March 2008

  2. 1. Background to the City of London 2. Access to Services 3. Technology 4. Questions Agenda

  3. Background to the City of London

  4. History The City of London is the oldest local authority in England. The English Parliament is based around the City of London's Court of Common Council model which has been referred to as the 'Grandmother of Parliaments'. London Government today: the City and 32 Boroughs, plus the GLA (Greater London Authority) Henry FitzAilwyn First Mayor of London 1189

  5. 2008: world-class City Support and promote the business City Provide excellent services for our communities Provide valued services for London and the nation

  6. City facts The Square Mile - 2.6 sq. km. Over 2% of the UK’s GDP is generated in the City of London No party politics A business vote Customers include residents (9,000+), businesses, and City workers (320,000+) 4,000 staff Ward Map

  7. Access to Services

  8. ChangeThe oldest Authority in England is now using the latest technology to improve customer service.

  9. Contact centre vision 1 Why develop a Contact Centre now? • To improve the customer’s experience • To develop customer service for a world-class City • To make more efficient use of resources • To join up services internally • To provide reliable and consistent management information (using CRM & telephony) • To replace our old Events Management CRM

  10. Contact centre vision 2 • Recruit and train high quality staff • Develop generic contact centre Agents • All agents to handle a range of services across departments - everything from Tower Bridge to parking meters and housing queries • Underpin the Contact Centre with a range of innovative and efficient ICT • Develop organisational business process redesign skills and use them during Departmental service transfer

  11. Contact centre vision 3 • Make efficiencies of 20% to fund running costs • Implementation programme in five phases, to be completed within two years, by May 2008. • Phase 1 – January 2007 • Phase 2 – May 2007 • Phase 3 – October 2007 • Phase 4 – January 2008 • Phase 5 – May 2008 • Use of Prince 2 and Programme Management methodologies • Strong Governance with a Chief Officer level programme board chaired by the Deputy Chief Executive

  12. Performance data

  13. Management Information

  14. 3. Technology

  15. CRM and flexibility • I’m new to CRM… • Why I like MS Dynamics CRM • Working with the Contact Centre Agents • Getting the customer perspective • On-going service improvement • Customisation of CRM>>>

  16. Flexibility in parking

  17. Technology benefits Microsoft CRM: • Easy to Configure • Easy to Use • Cost effective to tailor internally - no need for ongoing consultancy for run of business changes • Integration with Microsoft Office • Integration with Team Knowledge • Integration with SmartPoint • Collection of Customer Interactions with the Organisation • Better Management Information • Departments can use it too>>>

  18. Departmental CRM use

  19. ICT: where are we now? Implementation 2008 • Implementing BWS e-forms and FAQs • Developing MultiVue data Telephony • Mitel ACD Telephony • Voice Recording and Screen Capture cleansing work CRM • Microsoft Dynamics 3.0 CRM - configured and live within three months. (Windows 2003/MS SQL 2005) • SmartPoint integrated with CRM • Team Knowledge - integrated with CRM • Integration with internal payments portal • Events management module>>>

  20. Customisation & Events

  21. Why SmartPoint? • 1st London Authority to adopt SmartPoint • Single logon • No extra licence costs • Read-only view of back office systems • GIFTS dashboard went live October 2007 • Community Services (Orchard – IBS – Swift)

  22. SmartPoint

  23. MultiVue • MultiVue has been purchased to assist in merging records from various back office systems to create a ‘Golden Record’. • The current data sets are : LLPG, Electoral Registration system and CRM. • Work is in progress to create matching rules which will enable data records to be merged and once this has been completed we will use MultiVue to cleanse the records we hold of people and organisations.

  24. The Future • Critical mass – what is the optimum size for greatest efficiency? -bring more Departments into the Contact Centre • OOH? and SNEN? • Greater use of Departmental CRM? • Integration questions • Continuous review & investment in new technology

  25. QuestionsJill Bailey: Programme ManagerMark Hirst: ICT ManagerJill.Bailey@Cityoflondon.gov.ukMark.Hirst@Cityoflondon.gov.uk

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