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Caerphilly improves customer service with IT

Welsh local authority invests in Customer Relationship Management software to speed access to council services

Computing, 15 Nov 2006

Caerphilly County Borough Council is investing in customer relationship management software to improve the services it delivers to the area's 170,000 residents.

Due to go live in March 2007, the Customer First programme is aimed at making the Welsh council focus better on the needs of its citizens and deal with people more effectively.

Local citizens should be able to access council services quicker and more easily, with staff able to deliver accurate information and advice, says Caerphilly County Borough Council head of service for Customer First, Phil Evans.

'We are delighted to be working with Northgate on this important project to improve the service we provide by placing them at the heart of our improvement programme,' he said.

Customer First will initially cater for enquiries into environmental health, highways and recruitment, with other services being brought onto the system later.

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Further reading:

UK councils admit to CRM problems

Councils learn to cope with CRM culture shock

North Herts adopts CRM to support citizens

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