Newcastle City Council, one of the UK’s largest unitary local authorities, is seeking to automate the handling of its 270,000 citizens by implementing CRM software from Belfast-based supplier Lagan Technologies.
The body’s customer service team and IT services organisation will roll out the project in chunks, with the first phase concentrating on introducing Lagan’s Frontline offering at the City’s Civic Centre and various One Stop Shops. It is due to go live in December of this year, with a project time of only four months.
Barry Rowland, director of CityWorks who is responsible for corporate customer service at Newcastle City Council, said: “Once the solution is implemented, our customer service officers will be aware of all dealings the citizen has with Newcastle City Council.”
“Whether they choose to be one of the 160,000 citizens who visit our Customer Service Centres each year, or if they have made an enquiry via any other access channels, the citizen will experience the same consistent level of customer service,” he added.
Two more One Stop Shops are scheduled to go live at sites on the Shields Road and the Denton Road by early 2003, followed by the implementation of a contact centre and the introduction of web self-service options from the middle of the same year.