A number of projects make up the National CRM Programme:
National CRM Project
A key part of the National CRM programme is to provide a national CRM solution and to review available options for those partners who want CRM as part of a managed ICT service.
A national procurement (with, and on behalf of, councils) resulted in the CRM company Lagan being appointed as partner to the National CRM Project. Its Enterprise Case Management solution, is currently being deployed in participating councils.
The framework agreement with Lagan, offering attractive rates and conditions not available to a typical council acting on its own, also offers the potential for extension to the wider public sector within Scotland. As of March 2009, 13 councils are using the Lagan product meaning that some 1.7 million Scottish citizens are now having their service and information requests managed by the same common platform. This example of shared services in practice and the critical mass that has developed opens up significant opportunities to standardise platforms, simplify processes, share best practice – and build capacity – Scotland wide. In addition, Glasgow Housing Association, the UK’s second largest, has built on the National CRM Project’s lead and framework agreement allowing it to accelerate deployment significantly.
Customer Service Training
The Customer Service Professional training package, a range of customer services qualifications specific to Scottish local government, is now available to all council staff. There are over 100 staff currently undertaking the training and October 2008 saw the first graduates of the scheme.
Customer Satisfaction and Experience Measurement Project
The CRM programme has also developed the Scottish Navigation List, the Scottish Service List and the national A-Z, all of which are now deployed across a growing number of council websites.
Contact Us
For more information on National CRM, contact Martin Brown on 01506 775583 or Hilary Horton on 01506 775585.
For more information about the Customer Service Professional qualifications, contact Bill Pearson on 01506 775584 or visit www.customerserviceprofessional.co.uk
For more information on the Customer Satisfaction and Experience Measurement project, contact Carrianne Hall on 01506 775582.
