| Item | Description | Resolution |
|---|---|---|
| PART 1 - PUBLIC | ||
| MATTERS FOR RECOMMENDATION TO THE COUNCIL | ||
| CB 05/050 |
Customer Contact Strategy Item ICT 05/012 referred from ICT and E-Govt Advisory Board minutes of 21st July, 2005 . |
Consideration was given to the recommendations of the ICT and E-Government Advisory Board at its meeting on 21 July 2005 in respect of the development of a customer contact strategy. RECOMMENDED: That (1) the principle of adopting a distributed call centre model supported by CRM software be endorsed; (2) approval be given to progress the implementation of the project as set out in paragraph 1.4.3 of the report to the ICT and E-Government Advisory Board; (3) approval be given to the procurement process for CRM software and telephony as set out in section 5 of the report; (4) approval be given to the funding proposals as set out in paragraph 1.5.4 of the report, involving £60,000 from the existing Capital Renewals budget provision for telephone systems, £140,000 from the existing IEG budget and £50,000 from reserves; and (5) a Customer Contact Strategy be prepared to include all aspects of customer contact channels including face-to-face, telephone, email and website. *Referred to Council |