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Winners of the e-Government National Awards 2006
- Shared Services
This is a very busy time for the Partnership. In the short term it is very much directed at the latest upgrade of the customer relationship management (CRM) system.
This is a major upgrade, the largest since we installed the system three years ago, and partners are putting the new system through rigorous testing before being it is released to all at the end of January 2008.
Following the WDP Away Day in September, a prioritised programme of projects has been agreed and a fully resourced action plan is being produced and will be presented to the WDP Steering Group, Programme Board and Warwickshire Association of Chief Executives (WACE) for their endorsement as soon as possible.
The other major project being progressed at the moment is the renewal of contracts for the CRM and other associated systems.
| Title | Start date | End date | Lead authority | Description |
|---|---|---|---|---|
Northgate CRM system - version upgrade | August 2007 | Jaunuary 2008 | WDP team | This is a major upgrade which introduces single instance and shared entities. |
| Joint customer service and access strategy | June 2007 | Completed August 2007 | Warwickshire County Council | The strategy paper has been written and approved by WACE, WDP Board and WDP Steering Group. |
| WDP Programme | October 2007 | November 2007 | Virtual contact centre - RBC Common processes - SDC Customer insight - WCC/NBBC Customer care standards - WCC/NBBC Integrated access points and channel strategy - WCC/NBBC | This programme of work enables WDP to work in partnership to achieve significant improvements for the customer and to bring about efficiencies and savings for all. |
| Resourced action plan for delivering the programme. | November 2007 | January 2008 | WCC with Programme Office assistance | Fully resourced action plan needs to be created to ensure necessary funding and people in place, and there is agreement by all partners to carry out programme. |
| Renewal of contracts for CRM and associated systems | January 2007 | March 2009 | WDP Programme Office | Five contracts in total. |
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