West Dunbartonshire Council Case Study

Bordering onto the west of the city of Glasgow, West Dunbartonshire Council (WDC) caters for the needs of the approximately 95,000 citizens and over 3,000 businesses in the area.

The Challenge

The Scottish Executive recently initiated a program called 'Customer First' that supports all of Scotland's Councils in:

Delivering more convenient and responsive public services
Encouraging online (self-service) access to services
Ensuring that at least 75% of core service requests can be dealt with at the first point of contact

In order to achieve this objective WDC required a solution that would help them:

Introduce a contact center dedicated to supporting customer needs
Improve access to customer information
Provide a single view of each customer
Manage and report on work generated as a result of customer service requests
Enhance the customer experience through improved and standardised interactions

The Solution

Sword Ciboodle has provided a single view of all citizen information and one centralised location to request services from the Council. This is delivered through the contact center and One Stop Shop (i.e. branch). In accordance with the agreed approach, the first phase 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).

To enable this, the solution had to:

Support the Contact Center and One Stop Shop in providing customers with one point of contact
Integrate into multiple customer correspondence channels
Provide better access to customer contact history
Allow management to view and manage outstanding work
Provide a platform to host WDC Business Processes
Allow management to report and track the frequency of customer queries

Future phases of the implementation will see Sword Ciboodle expanding into other areas of The Council according to business needs and customer demands.

The Result

As a result of this solution, WDC now have:

An integrated Contact Center
A system which allows customer interactions to be managed centrally
The potential to expand the reach of their Contact Center

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