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“This project is another example of how working with a specialist contact centre partner like Sabio, we can create solutions that in addition to their initial operational cost savings can unlock significant added value for the Council.” Head of Customer Development, Leeds City Council
Local authorities are feeling the squeeze. From above, central government is demanding to see returns on investments made through the setting of customer-focused public service agreements. From below, the increasingly demanding citizen expects service levels to equal those of the best private sector businesses with whom they now interact on a daily basis. Local authorities currently provide a vast range of services to exacting standards, but more is being demanded.
Despite the publicity surrounding the topic there is relatively little additional funding being provided by central government for local authorities to implement the e-government initiative. Of the estimated £2.5bn required, £350m is being provided by central government with the rest having to be found from existing budgets. This presents local authorities with a challenge. There is genuine enthusiasm to implement the principles of the Modernising Government Agenda, but both capital and ongoing costs must be kept under control.
To meet this challenge local authorities must truly understand their customers, making certain that citizens and businesses have choice about how and when to access government services. Enquires must be dealt with in an efficient, timely and helpful manner with staff being empowered and given access to information so they can deal with requests in a professional manner. Front office environments need to be tightly integrated with the back-office delivery processes to ensure that expectations set by professional customer contact can be delivered upon. To provide best value to the taxpayer, this must all be achieved by supplementing existing technology and expertise with carefully targeted improvements.
“We needed a contact centre partner that could meet our immediate requirements for an IP-based contact centre systems platform along with proven workforce optimisation expertise. Another key requirement was that they would have the ability to work with us on our longer-term vision to support our goal of providing shared contact centre services to other authorities. After a detailed market assessment we selected Sabio because of its acknowledged Avaya expertise, as well as its ability to implement solutions based on Witness Systems’ Impact 360 workforce optimisation applications.” Operations Manager, Vale of Glamorgan Council
Facing new challenges and adapting to change
At Sabio, we have already helped a number of local authorities to deliver upon the e-government promise, widening citizen access and improving service delivery. Through our experience and knowledge, we have a clear understanding of the issues facing local authorities. By leveraging our strong partnerships with business process consultancies and CRM vendors we can work with councils to create a complete solution that delivers results.
Sabio is a member of NHScat-IT, the NHS catalogue of IT products and services.
