padding
PSOs
        Home > Priority Outcomes    Add this page to "My eGR" | Open My eGR
e-Government Register

Priority Outcome Click for IDeA Priority Outcomes page IDeA logo
 
Reference:G22
 
Title (unofficial):Customer take-up targets & measurement
 
Category:13. Take up of web services
 
Suggested Sponsor(s):Head of Customer Services
 
ODPM desc:Establishment of internal targets and measures for customer take-up of e-enabled access channels
 
IDeA guidance:For the purposes of this outcome, an e-enabled channel is one where either the customer interacts directly with an online system, or a member of staff serving the customer interacts with an online system.

Monitoring procedures should be put in place to cover all e-enabled access channels and take-up targets set for each channel. As a minimum, this should include websites, telephone contact centres and face-to-face access. Monitoring and logging should include the total number of interactions with the council. An excellent way of tracking such interactions is through the use of a CRM system.

Measurement of such activity should enable an authority to manage access channel use and support the switching of services to lower cost channels where appropriate.
 
ESD Toolkit:Click here for relevant ESD-Toolkit page
 
 
Nat Projects:Data is no longer maintained
 
LGSL refs:
 
Partnerships:Data is no longer maintained
 
Products:Data is no longer maintained
 
Other links:
 
Technology components:A - Customer Database
B - Customer Tracking
C - Data Warehousing
D - Middleware & Web Services
E - Workflow, Messaging & e-Forms
F - Document & Records Management
G - Content Management
H - Security, Authentication & Smartcards
I - e-Payments
J - e-Procurement
K - Geographic Information System
L - Local Land & Property Gazetteer
M - Access Channels
 
 
URL for this page:http://www.brent.gov.uk/egr.nsf/POByRefLP/G22
 
© Brent Council 2005-7 & Disclaimer. | All rights reserved. | Privacy Policy | Feedback - Please send us your comments.
This website contains information about suppliers and products which are associated with e-Government in UK Local Authorities.
All brand names, company names, logos and trademarks are acknowledged as the property of their respective owners.
Last updated : 02/03/2006 12:27:16 PM