Haringey in CRM deal with Siebel

Haringey Council has agreed a customer relationship management (CRM) deal with Siebel Systems as it works towards meeting the...

Haringey Council has agreed a customer relationship management (CRM) deal with Siebel Systems as it works towards meeting the Government's 2005 target for getting services online.

Tim Thorogood, director of support services at the London council, said, "Forming a single view of customers is key to improving our service and CRM is the only way to do that."

Making sure that enquiries are dealt with efficiently is equally important, he added.

Thorogood confirmed that two of Haringey's customer service centres and the council's call centre will be the first sites to benefit from CRM.

Haringey will deploy Siebel's "eGovernment" products to gain a single view of the borough's 225,000 residents.

Officials said the council will eventually integrate all of its back-office services, including housing, social services, education, council tax and benefits, through CRM.

Local authority CRM deals have been grabbing the headlines recently as councils try to meet the e-government targets. Last year Liverpool City Council signed a £6m CRM deal with Oracle to consolidate 220 IT systems and more than 500 databases.

The London Borough of Brent is currently working on a Pathfinder project to provide an affordable CRM package for local authorities to implement.

Brent's e-shop scheme, which is being developed jointly with Onyx Software, Deloitte & Touche and six other London local authorities, is designed to provide low-cost, easy-to-install CRM for local government.

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