Southampton City Council uses CRM to reach citizens

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Southampton City Council’s council house properties will be able to use CRM software from Point Information Systems to notify the housing department when a property repair needs to be made using SmartCards and track its progress via the Internet.

The e-pointsoftware will integrate with Southampton City Council's existing bespoke housing operational system and enable it to measure efficiency and achieve Government-set 'Best Value' targets to measure public sector service quality.

The e-point solution is part of Southampton City Council's SmartCard initiative that allows users to receive council services via dedicated Southampton Council service kiosks and the Internet.

Sean Dawtry, Corporate IT Consultant, Southampton City Council, said: "In addition to improving customer service, the e-point solution will integrate with our existing bespoke Housing Operation System to enable us to share information about the status of work in progress, data on materials required and the trade persons involved.”

Meanwhile Point is sponsoringa new report from Hewson Group which looks at issues and implementation challenges of 'Customer Relationship Management in the Public Sector'. The report looks at the challenges facing those organisations that want to reform and improve public services, and helps place the current eGovernment initiative in context.

Hewson Group managing director, Nick Hewson said: "To secure a visible and sustained improvement in public services, the UK Government needs to match its enthusiastic campaign for e-Government with an equal commitment to CRM. In our report we recognize that public bodies of all kinds are all making progress towards electronic service delivery, and that this progress, though patchy, is accelerating.

“We believe that 'customers' of public services, be they individuals, businesses or voluntary organisations are beginning to enjoy real benefits as a result of the many initiatives taken to stimulate the use of new technology to provide better services."

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