The Staffordshire Connects eGovernment partnership comprises 10 local government organisations within Staffordshire and the surrounding area, working in partnership to deploy the Oracle CRM (LG45) application to manage all public service requests for the full range of borough and county council services throughout the county. It represents the largest rollout of core CRM local government service management programmes in the UK, designed to serve the needs of over 500,000 citizens.
iTrain was engaged by Staffordshire Connects to support the entire rollout programme providing change management, process design, technical configuration, bespoke training design and development and deployment throughout the region, as well as post-go-live mentoring and support for the call centre teams in all the various council departments and one stop shop drop-in centres. iTrain’s expert CRM team worked directly with senior staff to design the different service type processes for the broad and varied range of services deployed within the different councils. iTrain was responsible for the provision of technical consultancy to the implementation team and for the specific design and development of consultancy services used for the deployment of PSCM (Public Sector Content Management) technologies throughout the programme, Oracle BIS reporting, and the development and integration of on-line public-accessibility forms technology.
The success of the programme has set a benchmark standard for CRM implementations in authorities throughout the UK. iTrain’s expertise in the delivery of the complex technical, training and change management needs of the programme, and particularly our specialist understanding of the CRM service processes within the various authorities, is acknowledged as one of the critical success factors contributing to national government recognition of this major public sector project.
- Provision of seamless and convenient services.
- Named best Public Service Partnership in the UK.
- 80% of Service Requests dealt with at the first time of asking.