West Dunbartonshire Council

Catering to the needs of the ~95,000 citizens and over 3,000 businesses.

http://www.west-dunbarton.gov.uk/

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Case Studies

West Dunbartonshire Council Case Study

West Dunbartonshire Council

A One Stop Shop for Citizen-Centric Interactions
Local council serving over 95,000 citizens and 3,000 businesses in the area

Download the West Dunbartonshire Council Case Study: US | UK
The Challenge

In 2006, the Scottish Executive initiated a program called ‘Customer First’ that supports all of Scotland’s Councils in delivering more convenient and responsive public services. The program encourages online (self-service) access to services and ensures that at least 75% of core service requests can be dealt with at the first point of contact.

In order to achieve this objective, West Dunbartonshire Council (WDC) required a solution that would help them introduce a contact center dedicated to supporting citizen needs. This would improve access to citizen information, provide a single view of each citizen, manage and report on work generated as a result of service requests and enhance the citizen experience through improved and standardized interactions.

The Solution

WDC chose Sword Ciboodle to help enhance the level of service provided to their citizens. Sword Ciboodle provides the platform that hosts all WDC business processes including council tax, benefits, housing allocations, rental accounting, housing repairs, pest control and education enquiries.

The solution provides WDC with a single view of all citizen information, provides access to full citizen contact history, and provides one centralized location to manage all council services requests. This is delivered through the contact center and in branch, known as the ‘One-Stop-Shop’. Furthermore, Sword Ciboodle allows WDC management to view and manage outstanding work with the ability to report and track the frequency of citizen queries, enabling them to continually improve the level of service for its citizens. Future phases of the implementation will see Sword Ciboodle expanding into other areas of the Council according to business needs and citizen demands.

The Results

Sword Ciboodle has enabled WDC to operate a truly integrated contact center, with the ability to easily expand the reach as and when required.

WDC are now able to resolve more enquiries at the first point of contact, improving citizen satisfaction and allowing back-office staff more time to deliver front-line services.

Benefits
  • Exceeded Scottish Executive targets by dramatically increasing first contact resolution
  • Reduced the overall number of complaints
  • Allowed staff to be redeployed from back office to front line
Solution Highlights
  • Users: 40 contact center, branch and back office
  • Channels: telephone, white mail, fax, email, web and branch
  • Processes include: council tax, benefits, housing allocations, rental accounting, housing repairs, pest control and education enquiries
  • Integration: Saffron, a council housing application and i-World a revenue and benefits application

Sword Ciboodle enabled us to vastly increase the number of enquiries that are resolved at first contact, thereby greatly improving the level of service that we provide to our citizens

Angela A Clements, Head of ICT & Business Development, West Dunbartonshire Council

Press Releases

Scottish Council revolutionises contact centre with ciboodle

Scottish Council revolutionises contact centre with ciboodle

Graham Technology centralises customer interactions for West Dunbartonshire Council

Graham Technology, a provider of customer-oriented business software and services, today announced that West Dunbartonshire Council has successfully deployed its ciboodle customer interaction platform. The new system was demonstrated to an audience of government and public sector officials at a special launch event in the council's contact centre in Clydebank.

The software deployment directly addresses the Scottish Government's Modernising Government initiative, which has the objective of introducing business processes that will eventually deliver 80% of core service requests by citizens at the first point of contact.

The first phase of the deployment has delivered the ability to handle service requests including council tax, benefits, housing allocations, rental accounting, housing repairs, pest control, and education enquiries, including grants and allowances by the integration of back-office systems.

"ciboodle has truly revolutionised our contact centre by delivering an integrated environment that allows interactions with our citizens to be handled centrally, said Angela A Clements, Head of ICT & Business Development, West Dunbartonshire Council. "Graham Technology have proven to be an excellent partner to work with throughout this project, and we are delighted to see the results already speaking for themselves.

With ciboodle, the council's contact centre now provides customers with a single point of contact for all enquires related to the above areas. The process-based software is fully integrated with multiple customer correspondence channels, including phone, email, white mail and the Web, ensuring that customers experience the same high quality service, regardless of the method they chooseto contact the council.

The software also improves access to customer contact history and allows contact centre managers to view and handle outstanding work items, as well as to report and track the frequency of customer queries.

"This deployment is a first-class example of the wide ranging capabilities of ciboodle, said Mike Hughes, Managing Director, Graham Technology. "With ciboodle, West Dunbartonshire Council have created a contact centre that is fully equipped to address the needs of its citizens for the foreseeable future.

Future phases of the implementation will see ciboodle expand into other areas of the council's operations according to business needs and customer demands.

About Graham Technology

Graham Technology specialises in contact centre software and services. Since 1986, Graham Technology has worked with blue-chip organisations striving for operational excellence and who, in partnership with Graham Technology, have realised exceptional return on investment.

Headquartered in Scotland, Graham Technology has seven global offices, supporting a worldwide customer base. With its flagship customer interaction software, ciboodle, the company has become recognised as one of the most visionary CRM solution providers in the world.

www.grahamtechnology.com

Media and analysts contact:

Danny Sullivan
inmedia Public Relations Inc.
Tel (UK): +44 (0) 141 404 6478
Tel (US): +1 613 686 5657
Email: dsullivan@inmedia.com

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