Leeds City Council has significantly improved customer service
delivery and operational efficiency since rolling out Siebel's
eGovernment suite of applications in mid 2000, the local authority
said this week.
Eileen Wainwright, assistant director for strategy and development
at Leeds City Council, said the suite, which includes Siebel
Service, Siebel Partner Relationship Management and Siebel Employee
Relationship Management software, has formed the basis for its
multichannel "citizen-centric" strategy.
"The council's vision is to connect up to 10,000 in-house staff and
provide concurrent access for 1,100 users among the general public
and external partners using Siebel's eGovernment applications,"
Wainwright said. "The applications are instrumental is transforming
the council into a citizen-centric authority delivering
high-quality services, cost effectively."
Siebel Service has allowed the council's customer service agents to
manage and synchronise all customer interactions over multiple
channels, Wainwright said. When a citizen has an enquiry regarding
any of the council's services, they can visit one of 13 "one-stop
shops" or telephone an integrated network of two call centres for
advice, she explained.
According to council surveys, during the first 12 months of using
Siebel Service, "citizen satisfaction" with the council grew from
82% to 91%.