In a shared procurement led by the Improvement Service, the three councils will work with Northgate to ensure that vital revenues and benefits information is available to customer service officers serving over 331,000 citizens. Northgate's Revenues & Benefit system is set to be integrated with the councils' implementations under the National Framework Agreement in Scotland. The National Agreement has now enabled 17 Scottish councils to standardise on a common caseload management platform and has facilitated a number of additional collaborative benefits.
The deals support the Improvement Service Customer First programme aimed at supporting councils deliver 'first time' public services by re-designing them around customers' needs.
Hilary Horton, National CRM Project Manager for the Improvement Service said: "Through collaborative procurement and deployment local councils can take advantage of a more cost effective approach to joining up services, as well as helping to improve customer service and increase efficiency. We are delighted that we were able to conclude these contracts with Northgate on behalf of the three councils and look forward to developing our partnership further."
Joe Bradley, Managing Director of Citizen Services, Northgate Public Services said: "All of us need to work collaboratively and develop news ways of working to deliver citizen-centred services at a time of great need. We are delighted to be supporting the work of the Improvement Service in promoting its national programme. We are committed to working with Scotland's councils and the not for profit sector to deliver better services and to reach out to all, particularly the most disadvantaged within our communities."
