TechTarget

Document management is jewel in crown of Derby's IT transformation

Greater integration enables collaboration and call centre efficiencies

Derby City Council has implemented new systems to support a project to refocus the council’s departments around delivering business objectives.

The council has gone live with a customer relationship management application, an integration hub, a system to support remote working, and a content management system.

Derby City Council expects its enterprise document management system to provide the biggest transformational benefits. It is expected to save the council more than £1m a year, compared with its previous architecture of application-specific document management modules.

The council has saved more than £180,000 in the first year of running its new blade-server based datacentre and a new storage area network. Server running costs have been cut by at least 50% for every blade that has been deployed, said the council.

The CRM system deployed in the contact centre has been linked to the council’s main business applications. This has enabled contact centre workers to answer many more queries at the first point of contact and has transformed business processes for departments that are linked to the system, said the council.

Microsoft Biztalk 2006 was used to integrate the CRM software with back-office systems.

Derby City Council is using Microsoft Sharepoint to enable online collaborative working across departments and with external organisations.

The council, which is part of the Microsoft Shared Learning Group of 10 local authorities, has said it would make what it had learned about integrating back-office systems freely available to other local government organisations.

 

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