IT and change management central to Wirral customer service overhaul

Smart projects: Council rolls out CRM, ERP and document management systems

Council rolls out CRM, ERP and document management systems 

Wirral Council is placing new IT systems at the heart of an overhaul of the way it deals with the people and the communities it serves.

The council is working on three projects in conjunction with Fuj­itsu Services as part of its iBusiness transformation strategy. It is introducing a new customer relationship management system, enterprise resource planning systems and a document management system.

Running alongside these projects is a major change management and benefits realisation programme, with staff helping to identify and reap the benefits of the new systems, both in terms of improving services and in saving money.

The CRM system is being used as part of Wirral Council’s “It’s Your Call” phone service for reporting anti-social behaviour, and for an electronic social care record system, which is due to go live next month.

The council is set to launch a revamped website later this year, and it will go live with the new ERP system next April.

Among the benefits highlighted by the council to date are:
● Increased customer satisfaction
● Improved data quality
● Reduction in duplication
● Automation of previously manual processes
● Reduced cost.

Cost has been driven down through headcount reductions, decreases in accommodation costs thanks to the introduction of hot ­desking and home working, and by reducing procurement costs through using fewer suppliers and maximising the council’s spending power.

The council has also benefited by encouraging service users – both internal and external – to move to cheaper channels, often using web-based self-service systems.

The technology implementation is being supported by a project team made up of a change co-ordinator, an HR co-ordinator, a training co-ordinator and a communications co-ordinator. This team reports to a programme board made up of the council’s chief officers, led by the deputy chief executive.

Wirral Council’s efforts to ensure staff buy-in for the system and to spread best practice among staff are backed by a determination to achieve large, measurable improvements within the organisation. Financial targets have been built into the change management process to complement the measurement of the council’s overall performance, which is being monitored by the Audit Commission.


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