Issue details
To develop, deliver and commission the Microsoft Dynamics CRM replacement system currently used by the customer services team and associated forms on the Herefordshire Council website
The current Microsoft Dynamics CRM 2011 system
was purchased and developed in 2011, which provides a basic system
for recording customer contact and logging requests for service.
Components of the current system used by the customer services team
and supports forms on the website are no longer supported by the
existing supplier which provides the associated risks:
It is no longer possible to develop the current solution to meet
our changed needs as the original supplier is no longer available
to carry out this work on our behalf.
Although the data is regularly back up it provides a risk
It has not been possible to capture data required to support the
Council’s response to Covid-19 such as volunteer contact
details, key support requirements for members of the public and
food ordering and delivery information.
This project will review the current functions and services
required for the future within the customer services team and
provide a system that will:
Give the customer a consistent and improved quality experience
regardless of the channel
Allow in-house development which will easily respond to changing
demands
Enable a combined view of the customer and activity across the
council’s departments and services – a
‘golden’ record
Provide monitoring and management of the contacts received from
start to completion
Enable the analysis of trends and demand so that the council can be
proactive in offering services and be more timely in their
delivery
Provide a portal for councillors to raise and track requests on
behalf of their constituents as well as access information.
To complement this work a customer service strategy will be
developed to consider the future customer services offer for
Herefordshire Council which will also scope the future integrations
required across all directorates to improve the customer
experience.
This proposal and recommendation will improve the system for the
customer and staff and at this stage will replace the existing
functions, further development and scoping is required for
integration across other service areas.
Decision type: Non-key
Decision status: Recommendations Approved
Notice of proposed decision first published: 14/01/2022
Decision due: 14 January 2022 by Director of Resources and Assurance
Contact: Sandra Mehigan, Project manager Email: Sandra.Mehigan@hoopleltd.co.uk Tel: 01432 261965.
Decisions