THE LONDON BOROUGH OF HARROW CASE STUDY

CUSTOMER CONTACTMADE EASIER

CCP

INTEGRATING THE LOCAL GOVERNMENT

CONTACT CENTRE

CASE STUDYRevision 1.0

CASE STUDY OVERVIEWLocal authorities are striving to broaden citizen access to council services and yet also deliver significant efficiency gains in the way they provide these services.

Improvements are being driven by key council process transformation goals and also in support of central government initiatives such as NI14 and Tell Us Once.

The London Borough of Harrow has been working in close partnership with Capita since 2005 to deliver Business Transformation. A key aspect of this partnership is being delivered through a programme entitled ‘Access Harrow’; focussed on transforming citizen contact by improving access to council services and adding greater levels of process automation across all channels including telephony, walk-in, paper and web.

As experts in using ICT to transform the delivery of citizen services, Asidua was invited by Capita to identify and build a solution for Access Harrow – a task Asidua successfully completed using it’s Customer Contact Platform (CCP).

CCPA Data Repository which links service requests between CRM and back office workflows.

An Information Integration interface, delivering more consistent citizen data across the main citizen access channels and between multiple lines of business applications.

New business processes, forms & workflows for: - - - - - -

Adaptors for: - - - - - -

RevenuesBenefitsPlanning Public Realm HousingParking

SAP CRMNorthgate IWorldCivica EDRMS/W2 Civica ICONCivica CEAnite OHMS

SOLUTION DELIVEREDAsidua designed and developed a suite of new business applications based on its Customer Contact Platform (CCP). This provided:

A Unified Agent Desktop – a portal with which agents can easily manage citizen transactions with the council, providing:

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Single sign on to multiple web and Windows applications.

Guided processes driven by the type of citizen contact.

Integration to a range of council systems, using data, messaging and screen based integration to automatically transfer data.

CLIENT REQUIREMENTSThe London Borough of Harrow had a wide range of business requirements. These included:

Reduce citizen service request handling time and increase accuracy by eliminating re-keying, reducing repetition and preventing mistakes made by agents when handling citizen contact through the telephony or walk-in channels.

Introduce process guidance and enforcement into contact centre processes, promoting a first contact.

Drive consistency of citizen information between line of business applications offering a single, more accurate view of citizen data.

Enable delivery of citizen services through alternative channels such as the council web portal promoting citizens to self service where appropriate.

Link front office service tickets with back office workflows to ensure more reliable service delivery, allowing managers to have more end-to-end visibility of performance.

EFFICIENCY Reduced citizen service request handling time by eliminating redundant manual tasks, eg rekeying, multiple searches.

IMPROVED CITIZEN ACCESS Supported the integrated delivery of key council services via multiple channels.

MANAGEMENT INFORMATION Now available across full service request lifecycle.

GUIDED PROCESSES Contact centre processes guided and enforced delivering improved consistency of citizen service.

QUALITY Citizen records consistent across applications. Front office and back office systems and processes linked.

Asidua was able to propose a solution based on Microsoft technology that will greatly improve the quality and efficiency of our citizen contact.Carol CutlerDirector of Business TransformationLondon Borough of Harrow

The issues faced by Local Government are complex, Asidua assessed our challenges and worked with us to design a solution that is flexible scalable and cost effective.John Curran Partnership DirectorCapita Business Services

BENEFITS REALISEDAsidua’s CCP solution helped deliver a number of key benefits for The London Borough of Harrow:

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CCP will provide users with forms, workflows, performance reports and dashboards that are more appropriate to their needs. Behind this outer layer, CCP will provide a layer of automation which is optimised to handle council business processes and data.

Automation will ensure that business processes are completed as efficiently and effectively as possible, whilst data is handled, presented and managed in the same fashion, avoiding the need for costly human error. CCP Automation sits alongside existing council systems, and the data they contain, to better leverage these existing assets and enable end-to-end performance management of council service delivery.

CCP BENEFITSAsidua’s CCP enables local authorities to realise a number of benefits including:

Significantly lower operating costs

Increase satisfaction

Enable customer self service

Efficiently deliver end-to-end services

Using this approach, CCP allows the council to innovate, and de-fragment its existing ICT architecture to provide better quality services more easily.

CUSTOMER CONTACT PLATFORM

Asidua’s Customer Contact Platform (CCP) is a suite of components, built upon the principals of the Microsoft Citizen Service Platform,which together make customer contact easier for councils & theircitizens

CCP achieves this through an integration-led approach which allows the council to build a new suite of business applications that will support greater consistency and quality of end-to-end service delivery.

ADVISORSIMPLER

JOINING UPBACK OFFICEMANAGER

KNOWLEDGE

CUSTOMERINTERNET

FORMS & WORKFLOWS

COUNCIL SYSTEMS

& DATA

CCPAUTOM

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CESSES AUTOMATE

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