East Riding CRM scoops IT award

East Riding Council has won this year's Local Government IT Excellence Awards for a pioneering customer relationship management...

East Riding Council has won this year's Local Government IT Excellence Awards for a pioneering customer relationship management system.

Called MyEastriding, the system aims to cut the Yorkshire council's costs by encouraging citizens to use a self-service web portal to access information and services using a secure user log-in.

The two runners-up for the award, which is sponsored by Computer Weekly, were Bracknell Forest Borough Council for its flexible working web portal, and Lichfield District Council with Staffordshire-Moorlands District Council for their joint procurement of IT services.

East Riding's CRM system is designed to give users secure access to the council's back-office systems, track service requests, make payments online and view local information held on other websites such as planning, maps, library services, schools information and environmental data.

All electronic requests are driven through MyEastriding and are integrated with the council's corporate document management system to ensure delivery of fully electronic processing

East Riding is now working to link the MyEastriding portal to local NHS services and the Government Gateway, said Kevin Woodcock, e-change manager at East Riding Council.

Mike Weston, e-business infrastructure manager at East Riding Council, said, "It gives customers and our staff a single view of all the applications across 18 customer service centres."

The system was developed with integrator Lynx using a grant from the Office of the Deputy Prime Minister and £52,550 from the Humber Area Web Partnership.

The project took less than five months to complete, with East Riding writing its own authentication system to meet the projected costs, said Woodcock.

This is the second time East Riding has won a Socitm award. The first time was in 2001 when it introduced customer service booths for videoconferencing from rural areas which were linked to the police, the NHS and the Citizens Advice Bureau.

The awards were supported by suppliers' organisation Intellect, Socitm and local government chief executive's association Solace and were presented at the Socitm Conference in Edinburgh.

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