Bolsover District Council has increased efficiency and customer service, by using Northgates Front Office Mobile.

Productivity and efficiency are up, while costs have been slashed.

Bolsover slash costs with Front Office Mobile

CASE STUDY

Key Benefits
Helps stretch budgets further Reduces carbon footprint Delivers consistent customer service Speeds up officer performance Reduces customer complaints

Jobs are being picked up sooner and completed more quickly because our twelve Community Rangers can spend more time in the field, said Cabinet Member for Customer Focused Services, Councillor Duncan McGregor. He added, They receive their work schedules and access all the information they need electronically in real time Front Office is the leading while they are on the road. CRM solution for Local Authorities and it was chosen They hardly ever need to by Bolsover to modernise and come into the office. streamline complaint Bolsovers Community handling and customer Rangers mainly deal with fly service. Now, by taking it mobile, the council is further tipping, anti social increasing both performance behaviour, environmental health issues, noise and customer satisfaction. Improved Customer Satisfaction Bolsover District Council is increasing efficiency and customer service with Northgates Front Office Mobile. It is reducing costs, eliminating paperwork, speeding up performance and accelerating joined up working.

nuisance, vandalism and abandoned vehicles across 160km2 area. They coordinate with the Councils four Contact Centres and work in conjunction with the police and other enforcement agencies. Better ways of working Originally, the operation was paper based. Up to 6,000 complaints were being ticketed each year and the Rangers received an A4 job sheet for every incident. We clearly needed to be much slicker, Cllr McGregor said, and the first step was to implement Northgates Front Office, which took us electronic with a central database.

The Council not only gets more done, but gets more of it right first time, using Front Office Mobile.

This gave Bolsovers Contact Centre staff a complete, single view of the citizen or property history for every call. It meant they could satisfy complaints more quickly and achieve a higher percentage of first time resolutions. It also provides a complete audit trail for every job, making it easier to monitor performance and compile statistics to maximise resources. The move to mobile lets Bolsovers Rangers take this new efficiency onto the street. Rangers carry PDAs through which they can access the CRM and document management systems from any location. Before they knock on a door they can view a full profile of the customer with all the historical and background information they need.

On the spot response In addition, the system reduces errors and avoids follow-up calls by prompting all the right questions and enabling Rangers to file reports electronically on the spot. They can even add electronic signatures and upload digital images for evidence. Front Office Mobile is part of Northgates Corporate Intelligent Mobile, developed by Northgate and its technology partner, Kirona. This system can be used on any network and any mobile device, including PDAs, tablets and laptops. Most significantly, it is a true corporate solution. It can join up all back office systems: Housing, Social Care, Environmental Health, etc., whether they are Northgate or third party

using horizontal technologies that enhance the citizen experience, empower staff and improve efficiency company-wide. We are already seeing benefits across the Council, Cllr McGregor said. Contact Centres are working more effectively with all departments. Councillors are better informed and departments are communicating with each other through the central database so, we are increasingly providing a joined-up service. Northgates Corporate Mobile means we are getting more done every day because Rangers have more time to spend dealing with customers and actioning jobs. Also, the real-time interface with our back office means we are not only getting more done, we are getting more of it right first time.

The project has been a great success. Staff find it very userfriendly.
Cllr Duncan McGregor Cabinet Member for Customer Focused Services Bolsover District Council

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CS-Bolsover - 11/09

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