Public sector CRM specialist, Optevia, today announced that Huntingdonshire District Council has selected Microsoft Dynamics CRM and the Optevia Local Government Essentials (OLGE) to help create workflow efficiencies, remove duplication of effort between back office and call centre staff, and provide the platform for a more effective service to its 75,000 citizens.
Huntingdonshire shares a CRM platform under an arrangement with Cambridgeshire County Council, which is due to expire in December 2012. Huntingdonshire plans to replace this with Dynamics CRM and OLGE in a phased installation, taking about six months.
In the first phase of installation, Huntingdonshire is working with Optevia to review the core services the Authority provides via the main customer services channels – from its call centre or via inbound email. This will help them understand the structure of current service provision and the workflow to send the job to different teams..
The Authority and Optevia are aiming to identify significant process improvements and remove costly duplication of effort and inefficiencies. It has already been identified that the Operations team, which processes ground maintenance requests or refuse collection must manually ‘rekey’ requests from the Authority’s call centre into its own IT system. By giving teams like this direct access to OLGE, the Authority can reduce the number of IT systems needed, reduce errors common with manual data entry, reduce duplication of effort and reduce the time it takes to deal with a citizen’s request.
The two parties have also identified priority service areas that will be first to operate through OLGE and they include: those relating to refuse and recycling, payments, requests to send documents and forms and all associated Streetscene services – street cleansing, fly tipping and abandoned vehicles for example. Huntingdonshire’s project team has worked with Optevia to specify processes and system design for core services and both Optevia and Huntingdonshire’s project team will be responsible for the build of these services – key to controlling costs, but also, and as important, to keeping valuable resource and knowledge within the authority.
A big improvement will see the CRM system integrated with the District’s Local Land and Property Gazetteer (LLPG) address database, ESRI’s GIS (Geographic Information Systems) mapping software and Capita payments system and multiple SQL databases.
Matt Hinton, IMD Projects and Business Analysis Team Leader, Huntingdonshire District Council comments: “We are taking a very collaborative approach to this project and working closely with Optevia, our Customer Services and back office staff to deliver both a better system and better services.
Hinton adds: “Optevia’s proposal excelled in a in a number of key areas: We were looking for a solution that as well as offering all the required functionality, would allow us the flexibility and options in development and support moving forward. As an Authority, we want to be self sufficient in terms of being able to adapt and configure the product as our needs change over time ourselves. The Optevia approach gives us the flexibility to do this. The solution was also a very good strategic fit for us. The Authority already utilises an extensive portfolio of Microsoft software, and integration with our other key Microsoft applications is very strong. Optevia has excellent credentials in terms of reference sites for Dynamics CRM across local government; OLGE gives us a real head start in terms of product configuration and deployment – for us it means we do not have to start from zero.”
Tim Vernon, Managing Director Optevia comments: “Matt and his team are very progressive and recognise the value that CRM can deliver in terms of efficiency gains, improving workflows and providing a more intuitive service to their staff and citizens of Huntingdonshire. We are pleased to be working with the District on tailoring Dynamics CRM so that it delivers real business benefit.”
In the future, Huntingdonshire plans to explore the possibilities of mobile CRM, equipping their field workers with access to OLGE. The Authority will also review customer self-serve via their website, making use of the Optevia Dynamics Portal, to enable the exchange of online information between citizens and the Authority securely, quickly, efficiently and at lower cost than is possible using telephone and face-to-face communication channels.
Optevia’s Local Government Essentials for Microsoft Dynamics CRM is the result of 8 years of development working alongside over 25 Local Authorities. Microsoft Dynamics CRM is already a world class CRM platform with extensive Customer Services capabilities. Optevia’s Local Government Essentials adds a wide array of Local Government specific features and processes designed to save our customers both time and money whilst also delivering best practice.