West Dunbartonshire Council is working with Graham Technology to provide advanced customer relationship management capabilities for its contact centre.
Graham Technology’s software product, ciboodle, will initially provide the council’s contact centre staff with a central interface for enquiries concerning council tax, housing benefits, housing allocations, rental accounting and housing repairs.The phased deployment will be expanded to other areas of the council over time.
“We selected Graham Technology based on ciboodle’s ability to provide our front-line staff with access to the greatest possible amount of up- to-date information,” said Angela A Clements, Head of ICT & Business Development, West Dunbartonshire Council.
“The software will enable us to vastly increase the number of enquiries that will be resolved at first point of contact while streamlining our back office processes, thereby greatly improving the level of service that we provide to our citizens.”
Features of the deployment include the provision of contact management and work management capabilities, with additional measurement and reporting functionality also included.
Ciboodle’s multi-channel approach is also used extensively, with phone, email, scanned mail and face-to-face meetings all to be managed through its central interface. Building on recently delivered integration with the council’s back office systems, including iWorld and Saffron, is a key component of the project.
This integration enables ciboodle to access all of the relevant information required by a contact centre staff member to resolve a citizen’s enquiry at first contact. The project directly addresses the Scottish Executive’s Modernising Government initiative, which has the objective of introducing business processes that will eventually deliver 80% of core service requests by citizens at the first point of contact.
