Giving residents 24/7 access to council services in Salford

Salford City Council will be able to provide a quicker, easier, better online way to access council services whilst also saving money, due to a new initiative around data linking. By introducing an ‘Intelligent Information Provision’ concept, data in existing systems is utilised in order to gain insight into customer needs. CRM is used within Salford’s contact centres and provides information on where customers live, the type of calls and how and when they make them. John Gibbons, Authority Address Custodian said; “The system is designed around residents’ skills and needs with increased customer satisfaction a driving force to the changes. It means that information can be delivered much quicker to self-sufficient customers who are able to access council services at a time that suits them.” www.geoplace.co.uk