Paul Taylor, Head of Customer Services, Maidstone BC The modernisation agenda and more latterly Gershon have forced the pace of change in local government. How can you make BPR deliver real Benefits to your CRM project. Topics to be covered include: Drivers for change BPR Click here for case study
Allan Drew, Assistant Director, Customer Services, London Borough of Lambeth Allan writes: “The key issues are taking the cost of failure out of service delivery processes which can often be 40% of the total costs of service provision. These costs dwarf any year on year incremental productivity improvement and should be the real target for [...]
Phil Parker, Corporate Web Manager, Warwickshire County Council Rigorous marketing of online services by the Council has resulted in an additional 1million + website visits over the last year, 55% of which would have resulted in alternative (and expensive) contact by site visitors. The session sets out to explain how this increase in take-up was [...]
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