Moray Council, one of Scotland’s foremost local government authorities, has standardized on Siebel eBusiness Applications to generate seamless, consistent customer information.
The council believes the system will satisfy its citizens and improve employee productivity. It will also create a flow of high quality information into its departments and agencies, so that the effectiveness of its services can be evaluated.
Moray Council provides a broad range of public services to more than 85,000 residents in the Moray region of North East Scotland, and is Scotland’s eighth-largest council by area, but fourth-smallest by population. From its headquarters in Elgin, it is responsible for developing and managing public sector services including housing, social work, education, economic development, planning, roads, leisure and environmental protection.
Prior to implementing Siebel Service and Siebel eService, each council department used its own unique system to record, track and manage the relationship with each constituent. This fragmented approach made it difficult for individual departments to share information about customers. As customers transferred between departments, they had to repeat their personal information before a satisfactory outcome was reached. Because the council lacked consistent information, its quality of response varied widely and some activities were duplicated. Ultimately, this approach prevented it from meeting residents’ expectations.
Moray Council is deploying Siebel eBusiness Applications to create a single, comprehensive view of its customers, which will be available to all customer-facing employees, in every department. The council will integrate all customer-facing activities across groups of services including planning, assessment, program execution, and service functions.
Customers will be able to communicate through whichever channel they choose - including the web, telephone, face-to-face in the council’s ‘one-stop shops,’ and by post - and still receive a seamless, high quality service. The integration of web-based self-service through Siebel eService allows customers to submit planning applications via the Internet, or update their own records remotely, providing customers with more options and enabling greater efficiency within the council.
“Moray Council aims to deliver the highest possible standard of customer service and satisfaction within its existing resources,” said Mike Martin, director of Community Services, Moray Council. “Using Siebel eBusiness Applications, customers will be able to contact the right member of staff at the right time, and receive the right response. Our staff can process more inquiries in a more efficient manner, and we are able to efficiently monitor each and every aspect of our service, for enhanced satisfaction and resource allocation.”
“Siebel Systems is playing a pivotal role in helping the council achieve this transformation. Their track record with other Local Authorities, market leadership and eBusiness vision are together helping the council deliver reliable, convenient and consistent service.”
Siebel Systems is the world’s leading provider of eBusiness applications software. It provides an integrated family of eBusiness application software enabling multichannel sales, marketing and customer service systems to be deployed over the web, call centers, field, reseller channels, retail and dealer networks. Siebel has sales and service facilities in 37 countries.