The Councils now operate with a single Customer Service team but without a customer record management system. Customer Service staff access a wide range of disparate back office systems and have no central mechanism of recording customer contact. Whilst conscious of GDPR implications we would like to explore what opportunities a CRM could bring. Not just in terms of a stand-alone database, but the possibilities of using an enterprise solution such as Microsoft Dynamics which we believe would give us greater opportunities in truly being able to transform business processes and offer digital end to end processes.
We would like to build a comprehensive business case and outline implementation plan that would evidence the value of this approach, demonstrating how the customer experience would be improved but also reviewing costs (particularly licencing) and identifying savings across the organisation.
We are in a unique position to be able to work directly with SCC as we are already using their entire infrastructure to support out IT services. This means integrating services between the two tiers of government is a real possibility. We would want to work closely with our SCC partners in ensuring there is no wrong door for our customer and be able to seamless deal with customer enquiries at both Suffolk County Council level as well as our district level.
We would look to have a single account for customers and enable them to gain direct access to their council tax records. Here we would need to work with our partners at the Suffolk Revenue Partnership to expose data sharing across networks between partners.
- Digital leadership training (for council leaders, service managers or senior executives)
- Digital and agile awareness
- Introduction to user research
- Introduction to service design