Abstracts: July 25th, 2007

This programme is now available to view on egovtv.tv, the online television channel for public service modernisation. The case study describes how the London Borough of Bromley is transforming services to residents and generating internal efficiencies by increasing links between its call centre and service departments.The CRM system eliminates the need for callers to repeat requests as they were passed from one extension number to another and they now only provide information once.

The case study explains how the Microsoft Dynamics CRM system was developed with extensive user involvement. Key personnel discuss the many benefits of the new structure. Contact centre staff can now train on a single system with links through to the different back office systems. This reduces the time and cost of staff training in addition to providing a swifter, more professional service to customers. The constant update of information also enables the fast and accurate production of reports for reviews.

GovTV (www.eGovTV.tv) is a dedicated web-cast television channel for governors of public bodies, council 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.

The programme can be viewed at: http://www.egovtv.tv/home.asp