| Item | Description | Resolution |
|---|---|---|
| PART 1 - PUBLIC | ||
| MATTERS FOR RECOMMENDATION TO THE CABINET | ||
| ICT 05/012 |
Customer Contact Strategy |
The Chief Executive introduced the report of the Management Team and Cabinet Members for Resources and Capital Projects and Efficiency and Innovation which provided an update on the current considerations being given to a contact/call centre for the Authority. The report summarised the research which had been undertaken to date to estabish exisiting customer contact patterns and consider how a Customer Relationship Management (CRM) solution might be implemented to support the range of IT/telephony systems in place within the Council. Reference was made to the development of a customer contact strategy for Tonbridge and Malling and the commissioning of a consultants study to evaluate four possible customer contact options. Sandy Spink from Spink Telecom Limited then gave a presentation to Members that included a background to CRM software, customer contact models and evaluations. The possible approach to implementation, staff interviews, CRM and IT solutions, strategic evaluations and the recommended way forward were also discussed, whilst the importance of staff consultation was emphasised. Members considered the financial implications and procurement arrangements for the recommended approach involving a number of distributed contact centres. Specific reference was made to procurement via the GCAT process for both CRM and telephony. The Board acknowledged the Council's high level of customer service and satisfaction and the need to develop a customer contact strategy that would balance local priorities with government requirements. 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; (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 provison for telephone systems, £140,000 from the existing IEG budget, and £50,000 from reserves; (5) a Customer Contact strategy be prepared to include all aspects of customer contact channels including face-to-face, telephone, e-mail and website. *Referred to Cabinet |