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Case Studies
CCP helps local authorities save £2.6m
Client: Chorley Council
Chorley Council in north-west England is one of three local authorities that have embarked on a radical project to transform service delivery to residents and businesses. Chorley is replacing
its existing customer services management software with the Asidua Customer Contact PlatformTM, which is built on the Microsoft Connected Government Framework. Although the
rollout is in its early stages, the three councils expect to reduce staff by 20 full-time equivalents as manual processes are replaced by automated business workflows.
The local authorities are on target to save around £2.6 million (U.S.$4.2 million) over four years—a major bonus in the current economic climate. They envisage further savings through using the Asidua solution, in line with government policy set by the Secretary of State for Communities and Local Government in the Comprehensive Spending Review in 2010.
Unified Intelligent Desktop
Client: Team Lancashire
With funding from the North West Improvement and Efficiency Partnership (NWIEP), Team Lancashire brought together three councils (Chorley, Blackburn with Darwen and Rossendale) who were looking to utilise a Microsoft delivery route for their CRM. Following an extensive proof of concept exercise with Asidua, Team Lancashire was convinced they had a compelling way forward.
By creating a solution built upon key Microsoft technologies such as Microsoft Dynamics CRM and Microsoft SharePoint and using the Asidua Customer Contact Platform (CCP), local government specific capabilities could be put in place to maximise the use of existing applications such as Revenues and Benefits without the need for expensive and complex integration to the CRM.
Integrating the Local Government Contact Centre
Client: Harrow Council
Local 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).
In addition to the below Asidua case study, further reading on the London Borough of Harrow solution can be obtained from the Microsoft CSP Case Study.
