Big step forward for online services

June saw the completion of a project to upgrade a Customer Relationship Management (CRM) system used by partners to deal with service requests electronically. The Oracle LG45 system gives customer service advisors the information they need to sort out most enquiries at first time of asking. As all partners have the same system, they can use it to accept service requests for each other.

Customers access the system by using e-Forms on partner websites, which means they can ask for the services they want 24/7 from any location.

Now, the partnership has updated the system to the latest version for two main reasons. Firstly, the original version was getting old, having been installed back in 2004, and Oracle was to stop supporting it in the near future. Secondly, the new release is far more powerful, making it quicker and easier than ever for customers to obtain services online.

Said partnership chairman Tony Hall: "The Staffordshire Connects CRM system is one of the largest in local government. It gives the customer easy, seamless access to public services, and this is why it's important to keep the system fit for purpose. Also, our continuing investment in CRM means we remain an important Oracle customer, enabling us to obtain value for money for the taxpayer when we invest in systems together".

Partners saved £1.5m in total when they bought the system together, while shared maintenance and development of the system saves around £750,000 a year across the partnership.