Abstracts: March 14th, 2005

This programme is now available to view on egovtv.tv, the online television channel for public service modernisation. The Video CD format is designed for use in staff training through to executive briefings, from one-to-one sessions to group workshops. The programme helps identify key issues for customer relationship management success and realising more effective relationships and more efficient operations. The programme’s case study and panel discussion provide first hand experience, advice and guidance from local authority practitioners and representatives from the ODPM, the CRM National Programme, the IDeA and selected suppliers.The panel discusses the benefits of CRM to council operations, and the aims of the CRM National Programme in encouraging and supporting CRM adoption. It considers the options for CRM implementation: Should authorities purchase their own systems or take a consortium approach, sharing a system with neighbouring authorities? What facilities are required and what are the risk, cost and operational implications of the many different approaches? How should councils tackle the re-engineering of underlying business processes and manage the necessary staff and organisational changes to derive the real efficiency gains promised by CRM?

GovTV (www.eGovTV.tv) is a dedicated web-cast television channel for governors of public bodies, councils members and senior executives across all public sector organisations and is available free to an unlimited audience at anytime, at any location via the internet.