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City of London - Contact Centre (UK)

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The City of London
From Ancient to Modern
Susan Attard
Deputy Town Clerk
City of London Corporation
Agenda: From Ancient to Modern
1. Background to the City of London
2. Access to Services
3. Technology
1: Background to the City of London
The City in London
History
The City of London is older
than Parliament and has
existed for more than 800
years.
Parliament is based around
the City of London's Court of
Common Council model.
London Government today:
the City and 32 Boroughs,
plus the GLA (Greater London
Authority)
Henry
FitzAilwyn
First Mayor
of London
1189
2008: world-class City
Support and promote the
business City
Provide excellent services
for our communities
Provide valued services
for London and the nation
2: Access to Services
How we are organised
•
•
•
•
3,500 staff
19 service departments
125 elected members
30 service committees
Rationale for change
Customer service for a worldclass City, and improve the
customer’s experience
More efficient use of resources
Provide reliable and consistent
management information
Encourage business change
How we managed the change
Programme
Management
Human Resources
Business process
improvement
Technology and
Information Services
Funding
3: Technology
CRM flexibility
Microsoft CRM
Easy to configure
Easy to use
Simple for Departments to use
Better Management
Information
Flexibility in parking
The integration issue
First in London to adopt
Smart Point
Single logon
Read-only view of back
office systems
Dashboard went live
October 2007
Events
The events function –
banquets – VIP visits – is
a key priority for the City
of London
Complex data held
securely in the CRM
Data from the old system
was successfully moved
into the new MS CRM
Where are we now?
Contact Centre
April 2008:
 Open 8am – 5pm Monday to Friday
 Located within Guildhall
 18 staff including Manager and team
leader
 No specialist Customer Agents
 Over 2,000 calls per week
 84% of all calls answered within 20
seconds
 Less than 5% Abandoned calls
 Over 70% of calls resolved at the first
point of contact (i.e. not passed on to a
specialist)
 Phase 5 implementation May 2005
from ancient to modern…
This is not the end of the story, it’s a new beginning.
Susan Attard
Deputy Town Clerk
City of London Corporation
Susan.Attard.@Cityoflondon.gov.uk
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