South Lanarkshire Council boosts efficiency through collaboration

By Oracle | Jan 3, 2011

     

Thumbnail: 

Every council throughout the United Kingdom is charged with reducing spending and making efficiency improvements. The fifth largest council in Scotland with over 16,000 employees across all departments, South Lanarkshire Council worked with Oracle to implement efficiency changes and the result was increased productivity within the HR department, improved collaboration and more efficient procurement processes.

“The greatest and most immediate benefit of Oracle CRM applications is customer tracking. The ability to track customer details and queries by holding them all in one central store enables us to reduce administration time by 25%,” Kay Brown, head of IT and e-government advocate, said.

The council contact center is the main point of contact for a number of services including environmental health, trading standards, and libraries. It manages approximately 1,500 telephone inquiries and 100 e-mail inquiries each week. Average queue time is just seven seconds, and agents answer 93 percent of all calls within just 30 seconds. In addition, the CRM function sits behind the face- to-face contact at the council’s eight one-stop shops.

South Lanarkshire Council started rolling out Oracle iProcurement in 2007 and is seeing significant savings throughout the procurement process.
 
 

By downloading this document, your details might be provided to the sponsor. If you cannot download the document, please contact us.