Oxford City Customer Relationship Management

The purpose of this project is to deliver an operational Customer Relationship Management (CRM) solution across Oxford City Council to achieve efficiencies together with improved customer service. The project commences with a pilot in Oxford City Homes followed by a controlled and phased wider corporate CRM rollout that supports the Business Transformation Board’s corporate change agenda.

What did we set out to achieve?

• To increase customer satisfaction levels by 10% by service by 2011
• To establish baseline of low value calls and avoidable contact, as defined by NI14, by 10% year on year to 2011
• To achieve a 50% first-time resolution rate on average across the council
• To achieve an ROI making the project cash neutral over the lifecycle of the contract (five years)
• To use one central system with a single customer record for managing customer interactions

What have we achieved so far?

• Created a functioning CRM system and hardware to specification
• Created a functioning NDL integrator and hardware
• Trained in-house CRM application specialists capable of further CRM system development
• Data collation and reporting for NI14.Customer contact strategy agreed
• CRM BPI preparation (Oxford City Homes) complete
• Architectures and work packages for Phases two (City Works) and three (Customer Services) are underway

How can your council benefit?

This project has secured funding for its first year. If you would like to get involved, please email Suzanne.Batchelor@Oxfordshire.gov.uk.