A Local Authority based in the South of England is responsible for a network of 380,000 citizens with spend of over £900 million per year.

The busy authority has now grown to employ over 10,000 staff, including teachers in schools, and makes a significant contribution to the local economy.

Problem

The Local Authority needed a robust and scalable citizen service solution to efficiently manage their wide portfolio of services

As the most populous Local Authority, this government ran company makes a significant contribution to the local economy though schools, housing, council tax, adult care, refuse and more.

The Local Authority needed a robust and scalable citizen service solution, enabling their workforce to efficiently manage their wide portfolio of services. For this, they turned to Genisys to build a website integrated with their CRM platform and their legacy systems for one central service offering.

Technology used

Microsoft Dynamics CRM

Solution

Using MSCRM, Genisys built a customised service module

Using MSCRM, Genisys built a customised service module integrated with MyAccount, the customer-facing website. The solution helps their workforce store citizen information, manage service requests, track feedback and complaints seamlessly throughout their service lifecycle.

The end result was a centralised site that offers a consistent user experience, automated process, and business intelligence to reduce response times, improve case resolution and customer satisfaction.

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