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 2010, 18 councils are using the Lagan product meaning that some 2.4 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 Professional Qualifications
Customer Service Professional is a groundbreaking initiative for customer-facing employees developed by a consortium of Scottish local authorities, led by the Improvement Service and Renfrewshire Council.
Offering academic and career progression at Award, Certificate and, shortly, Diploma levels, Customer Service Professional is Scottish local government's only suite of online SQA-certificated qualifications.
Currently delivered in two-thirds of Scotland's 32 councils and several associated public sector bodies, these award-winning Qualifications:
- were developed by councils for councils;
- provide a single online e-learning solution for all 32 Scottish councils;
- use online high stakes assessment to provide immediate feedback and results; and
- allow candidates to learn at a time, pace and place of their choosing.
Bottom-line benefits:
- better quality public services across Scotland;
- increased self-confidence for those in customer-facing roles;
- substantial savings in procurement and development costs;
- enhanced credibility for delivery of council services; and
- up to 66% savings in training, using online learning compared to classroom methods.
DID YOU KNOW... Online learning is typically at least 60% cheaper to deliver than traditional classroom-based learning?
Customer Satisfaction Measurement Tool
The Customer Satisfaction Measurement Tool (formerly Customer Satisfaction and Experience Measurement project) was launched on 9th June 2010 in Edinburgh.
The CSMT is a new national standard for local government and its partners to evaluate the performance of the services they deliver. It is intended to establish a common framework across Scotland as a uniform tool which everyone can use and adhere to.
The CSMT is a comprehensive Question Bank based around 5 key drivers of satisfaction. Survey templates and scripts for use by phone, online, face-to-face and by post are available to download and localise, but not to alter. You can access these, as well as the User Guide and other material, from the online Community of Practice.
The new standard offers robustness and consistency; provides the means to benchmark effectively; allows councils and their partners to derive advantage from self-assessment; aligns to other national standards and self-assessment techniques the Customer Service Excellence Standard and Public Service Improvement Framework (PSIF); is cost effective and simple to implement.
The CSMT was created collaboratively between the Improvement Service, Consumer Focus Scotland, LARIA and Scottish Government.
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 Iain Sloan on 01506 775582, email enquiries@customerserviceprofessional.co.uk or visit www.customerserviceprofessional.co.uk
For more information on the Customer Satisfaction Measurement Toolkit, please visit the Community of Practice, or email csmt@improvementservice.org.uk.
