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Reference:E19
 
Title (unofficial):Targets for savings from CRM & Workflow
 
Category:14. Doing business with the council
 
Suggested Sponsor(s):Chief Executive
 
ODPM desc:Agreed baseline and improvement targets for the percentage of public enquiries about council services resolved at first point of contact and efficiency savings resulting from investment in customer relationship management and workflow technology.
 
IDeA guidance:This outcome is a voluntary one agreed by high performing councils as part of the IEG3 grant claim process.

To fulfil this requirement councils will need to have fully integrated customer relationship management, workflow and back office systems.

All performance aspects of these systems should be logged, tracked, monitored and reported upon.

The council should then agree and publish baseline figures and improvement targets for all appropriate aspects of these processes. These targets must include the percentage of resolution of enquiries at first point of contact, as well as overall efficiency savings from the use of these technologies.
 
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Nat Projects:Data is no longer maintained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Partnerships:Data is no longer maintained
 
Products:Data is no longer maintained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
L - Local Land & Property Gazetteer
M - Access Channels
 
 
URL for this page:http://www.brent.gov.uk/egr.nsf/POByRefLP/E19
 
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Last updated : 04/26/2005 11:40:00 AM