See how a new Customer Service Centre became the catalyst for strategic change in the council, enabled by a CRM system and process mapping for over 3,500 subject areas. £9.5m annual efficiencies were delivered through centralising public contact in the service centre and one stop shops. Better management of suppliers reduced cost per repair by 20% and an e-benefits project reduced time to process 2 days (compare to 32) for many applicants

Taken from Best Practice Guide 2007 – Professional Planning Forum


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