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NLPG underpins award winning Warwickshire Direct Service Delivery Project

Posted: 01 May 2007

The Warwickshire Direct Partnership (WDP) which uses the National Land and Property Gazetteer (NLPG) to underpin its innovative Customer Relationship Management (CRM) system, recently won the 2006 âShared Services' Award for e-Government excellence.
The CRM will migrate nearly 100 different borough and district services across Warwickshire to a central system by the end of 2007. Early results showed that 94% of enquiries being resolved at the first point of contact and 100% of customers declaring they were satisfied with the responses they received. The introduction of the CRM has also meant substantial cost savings through joint procurement.
The Warwickshire Direct Partnership has used a £2m government grant to set up its unique, shared CRM system to handle queries from the public, anything from reporting a damaged street light to an abandoned car. The CRM will link six separate contact centres using a common system with regional one-stop-shops and self-serve web portals in 2008. The provision of one-stop-shops was recently highlighted as an important element in Sir David Varney's vision for future service transformation. The Warwickshire Direct Partnership currently has three one-stop-shops based in Kenilworth, Rugby and Atherstone with 10 due to be in place by the end of 2007. Potential for a single centralised call centre is also recognised.
Since most queries are location-based and relate to where things are, the WDP CRM uses the highly accurate, locally compiled, land and property gazetteers as the single source of unambiguous location information. This information will be single sourced from the NLPG, to provide a powerful countywide address database, which is fully utilised by the CRM. Personnel in the call centres or those manning the one-stop-shops can take a street name or a postcode and carry out a search to link a query to a particular location using information from the gazetteer. The system is then able to provide a definitive reference point for further action.
"As well as delivering a saving of £600,000 through joint procurement, the savings introduced through CRM-enabled services have been impressive, these have come as a result of the quality and speed of service plus the low cost of transactions enabled by the system across the web, in call centres and one-stop-shops," said Tony Isaacs, Programme Manager, Warwickshire Direct Partnership. "Citizens will in due course have a choice between a CRM integrated web form, telephone via a partner contact centre or face to face at one of the partnership's one-stop-shops."
"Here is another shining example of the NLPG enabling shared services and huge savings for Local Authorities," said Michael Nicholson, Managing Director of Intelligent Addressing. "Without the Warwickshire's LLPGs and the NLPG it would be impossible to link all the different services that the WDP CRM now provides. Indeed the whole concept of a countywide CRM and the substantial savings made through joint procurement of the system would have been impossible without accurate and reliable addressing. Where collaboration can be achieved over wider geographies, the efficiencies and savings that can be made are substantial. The Warwickshire Direct Partnership is already seeing the benefits and its CRM is helping them deliver a consistently high level of service to its citizens," continued Nicholson.
1 May 2007
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