The system provides the council with the ability to monitor the volume, type and status of complaints.
"Addressing the handling of complaints was very much at the forefront of our objectives as it is an area where our citizens expect efficiency and responsiveness," said Fiona Campbell, Head of Policy and Performance Review at Falkirk Council. "ciboodle allows us to improve this area of our business while laying the foundations to apply the platform to all customer service areas over time."
The complaints handling system is the first step in an ongoing project designed to meet the Scottish Government's Modernising Government initiative, which recommends that 80% of core service requests by citizens be dealt with at the first point of contact. The next phase of the deployment will see ciboodle applied to all customer-facing areas of the council, providing staff with a single, centralised view of the customer across all services.
Source: Graham Technology press release
