Swansea Council is joining forces withCardiffCouncil to deliver a new
contact centre for citizens, following the cancellation of a deal
withCapgemini.
Cardiff will provide the systems and infrastructure to support
the Swansea centre, and Swansea staff will run it.
Swansea cancelled plans to establish a major customer-facing
contact centre managed by Capgemini at the beginning of this year,
after the promised savings were found to be uncertain.
An auditor's report into the problems of the Capgemini contract
said Swansea's original plans had been badly managed, and this
after the council forced through the contract after long-running
strikes and other industrial actions by staff.
The new centre to be established will go live this autumn, and
will use an IT system tried and tested by Cardiff and other local
bodies.
Mary Jones, cabinet member for top performance and eGovernment
at Swansea Council, and a leading advocate for the axed Capgemini
system, said the new system "was affordable, reliable and has
proved its worth at Cardiff over the last five years".
It is already being used in partnerships with Blaenau Gwent
Council,
South Wales Police and Consumer Direct Wales.
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