Melton Borough Council
Melton Borough Council is located in north-east Leicestershire and is the 9th smallest district in England with a population of 47,899 and a staff of 200.
O desafio
In line with the National Strategy for Local e-Government, Melton Borough Council is using leading edge technology to completely transform the way it works internally and the way it interacts with its citizens in order to become more customer focused.A solução
- Through the strategic partnership agreement to deliver a
complete e-Government solution for the Welland Partnership, Melton
Borough Council is working with Software AG to provide an
innovative XML-based solution that is enabling the Council to
re-engineer its business processes.
- Melton Borough Council has implemented Software AG’s Integrated
Electronic Service Delivery (IESD) framework as a platform to
deliver services from its new purpose built Customer Service Centre
and Telephone Contact Centre. The IESD framework already supports
the Melton on Line Community Portal website (http://www.meltononline.co.uk)
and is being developed to support the Council’s own website (http://www.melton.gov.uk).
- Software AG’s Customer Relationship Management (CRM) solution
will enable Melton Borough Council’s Customer Service Advisors to
have better access to information, enabling them to operate more
efficiently and effectively and focus on the needs of the
individual customer.
- The CRM solution works across the whole of the Council and is
providing useful management information that is being used in
decision making processes, therefore enabling services to be shaped
and improved to meet the needs of the citizen.
Os benefícios
- Embracing the Office of the Deputy Prime Minister guidelines, a
major Business Process Re-engineering initiative has been embarked
upon with cost efficiencies immediately being achieved and more
anticipated to follow in the future.
- Melton Borough Council’s new Customer Service Centre has
enabled the Council to interact with its citizens more efficiently
in a friendly, open and welcoming physical environment, delivering
an improved level of service.
- Melton Borough Council is on course to hit a 2005 target of
ensuring that 80% of public enquiries about council services are
resolved at the first point of contact.
Testemunho do cliente
"Software AG’s leading edge technology has enabled us to
re-structure the Council and re-engineer our business processes to
work more effectively and efficiently and become more customer
focused. Melton Borough Council’s new Customer Service Centre is a
prime example of how we have transformed the way in which we
interact and provide services to our citizens. Our aim is to ensure
that by 2005, 80% of public enquiries about council services are
resolved at the first point of contact – whether that be a
face-to-face contact, telephone contact or even a contact over the
Internet".
Keith Aubrey
Corporate Director Community Support
Melton Borough Council
Case Report: Melton Borough Council
Testemunho do cliente
"Software AG’s leading edge technology has enabled us to re-structure the Council and re-engineer our business processes to work more effectively and efficiently and become more customer focused. Melton Borough Council’s new Customer Service Centre is a prime example of how we have transformed the way in which we interact and provide services to our citizens. Our aim is to ensure that by 2005, 80% of public enquiries about council services are resolved at the first point of contact – whether that be a face-to-face contact, telephone contact or even a contact over the Internet".
Keith Aubrey
Corporate Director Community Support
Melton Borough Council
Declarações
“Thanks to Software AG, we can provide our customers" “Also, our internal staff members who work with the new XML application have quickly embraced the new technology and our management is seriously considering rolling out the XML standard to our European partners as well.”
Cécile Pellegrin, Company Project Leader at Elia
