West Dunbartonshire council in Scotland has implemented a customer interaction platform to integrate back office systems handling citizen enquiries.
It used Ciboodle 'customer-oriented' software from Graham Technology on the integration project, which aims to solve 80% of enquiries in one call. So far it says it is on track to meet the target, which is part of the Scottish government’s modernisation initiative.
Angela Clements, head of ICT & business development at the council, said the single-platform project had delivered “an integrated environment” with the various types of enquiry. It means the council now has one-stop access to customer contact history and outstanding work items, and can report and track the frequency of customer queries.
The first phase of the deployment has delivered the ability to handle service requests including council tax, benefits, housing allocations, rental accounting, housing repairs, pest control, and education enquiries, including grants and allowances by the integration of back-office systems.
The council has said it plans to expand Ciboodle into other areas of operation, but will decide on a case by case basis, taking account of business need and customer demand.