The contract is for one of only six public sector installations of Siebel in the UK. ITNET – supplier of IT, business process and e-services has won four of these six installations.
Access to Services is a customer centric project, whereby Haringey will provide citizens with easier access to their services in light of the Government’s modernising agenda. The project will include the opening of a contact centre and customer services centre at Hornsey in October and a customer services centre at Tottenham in November 2001.
ITNET’s Siebel CRM managed services will provide the project with a crucial datebase storing citizens’ personal information, including recent interaction history, outstanding and fulfilled actions. The database will enable Haringey to achieve its 80:20 target 80% of all calls are dealt with at the first contact.
The services, delivered from ITNET’s Birmingham based data centre, will sit across the entire authority, enabling Haringey to access citizens’ data from all contact centres and customer services centres.
ITNET was chosen as we felt it had the right CRM product with Siebel and could demonstrate a proven track record in the public sector marketplace, particularly with the OneGov product portfolio. said Tim Thorogood, director of support services, London Borough of Haringey.
SOURCE: COMPANY PRESS RELEASE
