E19 Agreed baseline and improvement targets for the percentage of public enquiries about council services resolved at first point of contact and efficiency savings resulting from investment in customer relationship management and workflow technology. Chief Executive A better performing council Convenience and ease of use Increased speed of resolution Cheaper more cost effective Council Better quality and more comprehensive information The channel is more reliable: 100% available 24/7 with minimised disruptions of service. More responsive Council Improved speed of access and response times New service delivery enhanced. Increased trust and confidence in "security" of processes Better customer services Efficiency savings. Reduction in addressing errors Improved customer service Faster response times Better customer service Fewer errors Quality and Standards improved Ways of working defined and understood to promote service delivery Improved resource management More efficient business processes. Better management information to develop improvements in service delivery.

This outcome is a voluntary one agreed by high performing councils as part of the IEG3 grant claim process.

To fulfil this requirement councils will need to have fully integrated customer relationship management, workflow and back office systems.

All performance aspects of these systems should be logged, tracked, monitored and reported upon.

The council should then agree and publish baseline figures and improvement targets for all appropriate aspects of these processes. These targets must include the percentage of resolution of enquiries at first point of contact, as well as overall efficiency savings from the use of these technologies.

This outcome will only apply to councils that have volunteered to undertake it.

 Fully integrated customer relationship, workflow and back office systems All performance aspects logged, tracked, monitored and reported upon Baselines and targets for enquiry resolution and efficiency savings.

See the many products from the Workflow National Project, including:
Workflow Toolkit Version 3
The EWNP Toolkit is available as a series of downloadable Acrobat files or Microsoft Word documents. Soon they will be available as fully-searchable online documents.

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