• Customers will have the majority – 75% - of their core service requests dealt with at first contact.
• Improved business processes will reduce transaction times and costs
• Customers, whose calls need to be referred, will not have to repeat their details.  A single electronic customer record - a citizen’s account (CA) – will provide the facilities to monitor transactions against the account, and the relevant staff – via a Customer Relationship Management system (CRM)  - will have immediate access to those transaction details.
• Along with the citizen’s account, there will be an opportunity to have a single entitlement card (smartcard), which can replace the many and incompatible schemes that currently exist. The first roll out of the card will support the new national concessionary fares scheme.
• Along with the citizen’s account, customers will have a secure public services network to ensure that changes to basic (life-event) circumstances – address change, name change, notification of death – will be accurately and securely handled, e.g. neither grief nor public embarrassment will be caused by sending correspondence to the wrong person, the wrong address, or to someone who is deceased.
• Through a common A – Z of public services, encourage the take up of online customer transactions, including authenticated transactions, authenticated access to services and the facilities for customers themselves to enable and to update the details of their citizen’s account.
• Develop common targets and standards for measuring and publishing customer satisfaction ratings.

For further information
Contact: Martin Brown
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