WOLP

Programmes

WDP's work

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.