Haringey outsources CRM to ITNet

The London Borough of Haringey has awarded ITNet a seven-year, £3.5m contract to run customer relationship management services...

The London Borough of Haringey has awarded ITNet a seven-year, £3.5m contract to run customer relationship management services for its Access to Services project.

The project aims to offer Haringey residents a "one-stop-shop" for services such as benefits and council tax information. The first stage of the project will be the opening of a call centre in Hornsey next week, followed by a customer services centre in Tottenham in November.

Residents will initially be able to access parking information via the telephone and in person. Housing, benefits and council tax services will be phased in by January.

Tom Thorogood, director of support services at Haringey, explained, "We want anyone with a local problem, regardless of the issue, to be able to phone one telephone number or access one Internet site."

The Siebel CRM system will store users' details, their transaction history and information on outstanding and fulfilled actions. Haringey hopes the system will enable 80% of all calls to be dealt with at the first contact.

ITNet will manage the system from its Birmingham datacentre with information transferred across a wide area network to desktops in Haringey.

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