The system uses Microsoft Dynamics CRM at its core and has been implemented in partnership with leading Microsoft Dynamics CRM provider, Ciber UK.
The system was introduced to support major organisational change towards shared services and a new operating model to deliver greater value for money and improve the delivery of services within the county. Richard Beavan-Pearson, Assistant Director for Customer Service and Communications, explains,“We wanted to create a customer organisation that offered a shared front office, for all council services and partners, and to establish a single point of contact where shared intelligence and complete visibility of customer information would enable our customer service personnel to provide an informed and proactive engagement for any interaction.”
Herefordshire’s vision demanded new IT systems to support the changes. “Our incumbent CRM systems, demanded high levels of dedicated resources to manage, maintain and develop”, continued Beavan-Pearson. “The opportunity to move to Microsoft technology offered us a more flexible platform with a lower total cost of ownership, as well as one that would be easier to maintain and develop to meet our future needs”.
Through a public tender process, Herefordshire selected leading Microsoft partner, Ciber UK, to implement their framework solution for Local Regional Government, based upon Microsoft Dynamics CRM.
Mike Carlton, Lead Consultant for the project, describes the solution,“The solution uses Microsoft Dynamics as the core system for citizen records and case management and it provides a consistent way of capturing interactions across multiple channels, whether they are face to face in the contact centre, over the telephone to the call centre, or via the internet. The system went live in December 2011 and is now being used within the council’s Hereford contact centre and customer service centres across the county.
A major consideration for Herefordshire was the ability to introduce the solution quickly as Beavan-Pearson adds,“We had an opportunity to make significant savings by switching off our existing system and moving onto the new platform by the end of 2011. Our implementation plan was aggressive but we were determined to achieve that goal and the fact that we went live on schedule is testimony to good planning, combined with the close working partnership and commitment from the joint Herefordshire and Ciber team.”
“We now have a new IT platform that is stable, with a much lower cost of ownership, and gives us the flexibility to make sure that Herefordshire is best placed to deliver the services that our customers want in a cost effective and efficient manner”, concludes Beavan-Pearson.
About Herefordshire Council
Herefordshire is located just south of the West Midlands. It is sandwiched between the county of Worcestershire to its east with its western border nestling along the breathtaking Brecon Beacons in Wales. Herefordshire Council came into existence as a Unitary Authority in April 1998, taking over the responsibilities of a number of previous authorities including Leominster District Council, South Herefordshire District Council, Hereford City Council and Hereford-Worcester County Council. It also took over parts of Malvern Hills District Council. The Herefordshire Partnership has a single Chief Executive responsible for both County Council and Herefordshire NHS functions.
About Ciber, Inc.
Ciber, Inc. (Ciber.com) is a global information technology consulting, services and outsourcing company applying practical innovation through services and solutions that deliver tangible results for both commercial and government clients. Services include application development and management, ERP implementation, change management, project management, systems integration, infrastructure management and end-user computing, as well as strategic business and technology consulting. Founded in 1974 and headquartered in Greenwood Village, Colorado, Ciber has more than 7,000 employees and operates in 18 countries, serving clients in North America, Europe and Asia/Pacific. Annual revenue in 2011 was $1 billion. Ciber trades on the New York Stock exchange (NYSE: CBR), and is included in the Russell 2000 Index and the S&P Small Cap 600 Index.