The discussion focused on what the initial scope and options might include and a number of potential areas for a future approach were flagged for further investigation over the coming months. These included: Self Service; Members Caseload Management; Knowledge; Business Intelligence; Business Process Management; and Single Non-emergency Number. Further details will be made available as we examine these areas in more detail.
Please see the Improvement Service website for feedback from the Customer First conference. For any further information on the National CRM project, please contact Hilary Horton, National CRM Project Manager on 01506 775585.
