Customer First
Customer First is a £34.5m Scottish Government-backed programme to deliver more convenient and responsive public services, encourage online access to services and ensure that at least 75% of core service requests can be handled at first point of contact. It has been developed in partnership with local government and the Society of Local Authority Chief Executives (SOLACE), under the auspices of the Improvement Service.
THE CUSTOMER FIRST ADVANTAGE
In the new spending context for local government, the Customer First programme helps councils to deliver:
- Better quality public services - through improved collaboration and learning;
- Faster response - by delivering 'first time' public services;
- Enhanced credibility - improving perceptions of local government;
- Lower costs - by delivering public services more efficiently;
- Wider coverage - ensuring people receive the services they're entitled to.
DID YOU KNOW... Customer First has identified up to £30m annual savings for Scottish local government by improving service delivery online and by phone?
The Customer First Programme has now delivered the following key elements:
- A National ICT Infrastructure which supports joined up/shared services across Scottish local government as well as the wider public sector.
- A National Entitlement Card and a Scottish public sector Card Management System.
- The One Scotland Gazetteer which provides an accurate, up to date database of land and property data/assets for all Scottish councils and also for other parts of the public sector.
- A Citizen Account System which allows councils to keep accurate, up to date, records of their customers.
- A National CRM solution, which together with councils back office integration processes, delivers a single point of contact for the first time delivery of public services.
