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4th January 2017
London Borough of Harrow Council reduces customer services budget by £2m
91% of customer contact, across all channels, handled at first point of contact
The London Borough of Harrow Council has a change programme entitled ‘Access Harrow’ that focusses 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 & web.
As experts in using ICT to transform the delivery of citizen services, Civica was invited to identify and build a solution for Access Harrow – a task Civica successfully completed using its Digital360 platform.
Key outcomes:
- Improved customer satisfaction with 91% of customer requests, across all channels, handled at first point of contact
- Significant savings with £2m being taken out of the customer services budget since 2010
- 80% of transactions are now being done via self-service Reduced citizen service request handling time by eliminating redundant manual tasks, e.g. re-keying, multiple searches
- Improved citizen access by supporting the integrated delivery of key council services via multiple channels
- Enriched Management Information across the full service request lifecycle
- Contact centre processes guided and enforced delivering improved consistency of citizen service
- Citizen records consistent across applications
- Front office and back office systems and processes linked.
Civica was able to propose a solution based on efficient workflow and automation that has greatly improved the quality and efficiency of our citizen contact.”
Ben Jones, Head of Digital, London Borough of Harrow Council