Ground-breaking Transformation helps Croydon Council keep Customers First
Meeting e-Government targets by significantly improving customer services.
- Alliance partner
- HP
- Intel
- Microsoft
- Solution
- Application Development
- Applications Management
- Customer Relationship Management
- Infrastructure Management
- Transformation Consulting
The Situation
London Borough of Croydon, one of the largest local authorities in the United Kingdom, needed to meet its e-Government targets and significantly improve its customer services.
In order to achieve these goals, Croydon Council planned a major transformation across their business that would move resources from the back-office to the frontline, and deliver excellent service for superior value for money.
This transformation would be supported by a major investment in technology, creating a leading edge CRM-enabled front office, and refreshing the entire IT infrastructure of the organisation.
Croydon needed a partner to help them deliver this strategy. They chose Capgemini because of their ability to deliver results across the full spectrum of what Croydon was aiming to achieve – from business consulting through to the technology build, to outsourcing.
“We are delivering an increasingly flexible, responsive and integrated service to Croydon’s citizens. Working with Capgemini is giving us the major step-change in our IT and business that we need to make this happen”
Geoff Wellard, Head of Customer Services and ICT, Croydon Council
The Solution
During a multi-year partnership with Capgemini, Croydon launched a large and complex transformation program that entailed implementing new channels, innovative processes, and seamless back-office functionality.
The overall strategy was to improve the customer experience by focusing scarce resource on the front line whilst streamlining the back-office. The scope of the arrangement entailed Capgemini implementing an Oracle CRM solution based on Oracle’s LG45 local government templates, rolling out over 3,300 new desktops, incorporating new networks and telephony solutions, managing Croydon’s legacy IT services, and creating a new 200 seat customer contact centre. Capgemini also trained over 4,000 Croydon staff in how to use and get the most out of their new technology.
In addition to assigning Capgemini the technology infrastructure reengineering project, Croydon outsourced its IT function to Capgemini to help further reduce costs and eliminate inefficiencies. Capgemini also partnered on key business transformation projects to accelerate the realisation of business benefits.
The Result
Croydon Council is on track to meet its e-government and modernisation obligations. A major programme of reengineering is underway to deliver financial and service benefits across all areas of the business. The contact centre and new IT infrastructure have been delivered on time and to budget.
With the introduction of the new IT infrastructure, Croydon citizens and staff are already benefiting from streamlined processes, high user-acceptance, and improved communications with customers.