Putting citizens at the centre with Dynamics CRM

Two public sector bodies in the UK have recently turned to Optevia to help them operate more efficiently and better serve citizens. Through Dynamics CRM, they are succeeding in streamlining their processes and putting the citizen at the centre of everything they do

Rebecca Lambert
Rebecca Lambert
By Rebecca Lambert on 23 February 2015
Putting citizens at the centre with Dynamics CRM

This article was first published in the Winter 2014 issue of OnWindows

Optevia is a public sector customer ­relationship management (CRM) solutions specialist and over the last few months it was been working with two UK public sector bodies – the Supreme Court (UKSC) and the Judicial Court of the Privy Council (JCPC), and the Town & Country Housing Group – to implement Microsoft Dynamics CRM across their organisations. Both customers selected the solution with two key aims in mind: to streamline their processes and to better serve citizens.

UKSC and the ­JCPC are using ­Dynamics CRM Online as their core case management system, which is currently in a beta test with an integrated electronic case management system.

The solution was procured via the G-cloud framework and chosen to replace a less flexible case management system. At the moment, both courts are using the system to access case files, auditing, and details of appeals. The medium term goal is for Dynamics CRM to be fully integrated with the UKSC and JCPC websites, enabling ­real-time information about cases to be made available to the public. In the future, Freedom of Information requests and other public correspondence will also be stored on Dynamics CRM.

“Between 2009 and 2013 our IT infrastructure and the applications running on it were not fully fit for purpose,” says Paul Brigland, head of IT services and departmental records officer at the Supreme Court. “Our case management system was designed with much larger caseloads in mind, meaning that basic tasks could prove very time consuming. The system could also be very slow, mainly due to our server environment, which also impacted on remote access.”

UKSC and JCPC selected Dynamics CRM from Optevia because it is a system that can be self managed and developed by its own in-house IT team. It enables the UKSC and JCPC to add new functionality as and when needed, at a fraction of the cost of the previous supplier.

“Dynamics CRM for us was all about agility and flexibility – being able to interrogate the system for reporting purposes and develop the system according to our future requirements was crucial,” says Brigland. “Additionally, the Court’s Justices need access to the case management system remotely – whether working out of their home office, abroad in international courts – which they are sometimes required to do – or even on their smartphone ensuring they have the information they require about individual cases at the point of need.”

The result is more efficient case management and improved service delivery for citizens.

“UKSC and JCPC are a flagship for other judicial systems around the world and are frequently visited by international judicial services to review best IT practice,” says Tim Vernon, ­managing director of Optevia. “This project is one of the most innovative undertaken by any judicial system anywhere to date.”

Town & Country Housing Group, which provides more than 9,000 homes and works with 22 local authorities, chose Dynamics CRM as part of an initiative to provide the right tools for its staff to deliver a seamless, integrated service to its customers.

Configured alongside Optevia’s Social Housing Essentials, Dynamics CRM is expected to increase customer satisfaction and resolve 80% of customer enquiries at first point of contact, thereby reducing the contact centres call transfer rate by 20%.

In the near future, Dynamics CRM and ­Optevia Social Housing Essentials will be rolled out to support self-service across mobile and the web helping to reduce in bound calls.

“Our current system focuses on property, not the customer, and we wanted to reverse that relationship so that everything we do is about our customers,” says project manager Jamie Barker. “Today, customers are often passed between departments across different processes and systems – this can cause bottlenecks and delay in dealing with customer enquiries. There is a lack of data consistency and integration resulting in an inconsistent approach to how we deal with procedures and enquiries. Dynamics CRM from Optevia is going to help us address that by putting our customers at the heart of everything we do as an organisation.”

Dynamics CRM will collect, sort and integrate all customer data to provide a complete, single and accurate view of each customer to ensure consistent end-to-end delivery of a seamless service. Ultimately, this will enable the organisations to provide a more joined up service that is proactive rather than reactive, helping it to better understand the needs of its customers and exceed their expectations.

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