Ciber Solution Helps Kingston Council Contact Centre Achieve "Best Use of Technology" Award
(Thomson Reuters ONE) -
Ciber, Inc.
6363 S. Fiddler's Green Circle, Suite 1400
Greenwood Village, CO 80111
www.Ciber.com
LEICESTERSHIRE, UK - June 27, 2013 - The Royal Borough of Kingston upon Thames
worked with Ciber to implement its Local Government Solution using Microsoft
Dynamics CRM to streamline the handling of service requests into the council and
promote channel shift by enabling self-service directly through the council's
web site. Now, Kingston Council has won the "Best use of Technology" award at
the 2013 Annual London and South East Contact Centre Awards. The award was
presented to Russell Anthony, Service Manager for Customer Contact at Kingston,
and the team at a recent awards dinner.
The project was part of Customer First, a major programme introduced by the
council to reduce costs whilst maintaining the quality of services and improving
customer access to those services. "Our major aim is to enable channel shift and
we are targeting 50 percent of transactions to be online in 2013, and this
demanded technology that streamlines our processes reduces unnecessary overheads
and makes frontline services more efficient and accessible", explains Anthony.
The Ciber solution provides this in a number of ways", continued Anthony.
"Dynamics CRM acts as a single case management solution for all service
requests. Scripts and workflows handle all of the high volume requests that go
through the contact centre providing information to help advisors with first
time resolutions and ensuring that all of the required information is collected
for requests that need to be passed to a back office department. Integration of
the CRM system with our back office systems and directly to our contractors has
radically streamlined our processes and eliminated the need for back office
intervention. The same scripts and workflows also allow our customers to self-
serve through our website with an online experience that is completely
consistent with calling a member of staff in our contact centre".
The London and South East Contact Centre Awards aim to celebrate the success of
contact centres across the region and raise the profile of the sector and are
open to any contact centre operation delivering services from locations in the
region.
We are delighted to congratulate Kingston Council in winning this award. There
was strong competition, including some major commercial operations in the
private sector, and this demonstrates how local government organisations, such
as Kingston, are successfully using technology to drive down cost and improve
service. The council has a very clear vision of how it plans to meet the
challenge presented by a diminishing public purse and we are delighted to
support the realisation of that vision through the implementation of our
technology. The success of the project has been down to the excellent
collaboration of a team comprising Kingston and Ciber personnel and we look
forward to supporting them further in the future", commented Ian Robson, Head of
Business Development for Public Sector at Ciber.
About Ciber, Inc.
Ciber is a global IT consulting company with 6,700 consultants in North America,
Europe and Asia/Pacific, and approximately $1 billion in annual revenue. Client
focused and results driven, Ciber partners with organizations to develop
technology strategies and solutions that deliver tangible business value.
Founded in 1974, the company trades on the New York Stock Exchange (NYSE: CBR).
For more information, visit www.Ciber.com.
Contact:
Garry Stewart
Marketing Manager
+44 870 000 0204
Garry.Stewart(at)ciber.com
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Source: Ciber, Inc via Thomson Reuters ONE
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Unternehmensinformation / Kurzprofil:
Datum: 27.06.2013 - 13:00 Uhr
Sprache: Deutsch
News-ID 273964
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