Case Study
Westminster City Council
In all sectors of the economy, there are organizations that are striving to gain
a full understanding of a truly customer-centric approach and its implications
for the way they work. Public services and government institutions are today in
many cases at the forefront of this revolution, treating this issue as a key priority
and pursuing change programs that will transform customer experience for the better.
For Westminster City Council, the customers include businesses large and small, a residential population of over 200,000, the million-plus people who commute daily into the area and the 28 million tourists who visit London every year. The Council was determined to achieve the best in class standards reached by global leaders in the private sector and developed a new ‘Customer First’ strategy to transform its vision into reality.
Capgemini was entrusted with planning and implementing the new systems underpinning ‘Customer First’, and with running them – along with all the Council’s legacy systems - on a long-term outsourcing basis.
For customers, the transformation brings a single point of contact for all their questions and problems, with no need to negotiate the labyrinth of Council departments, with issues resolved rapidly, and with most callers achieving satisfaction via a single call. It is a huge step forward. Customers can choose their preferred means of communication and, with 24x7 access for email or Internet enquiries, enjoy the benefits of ‘any time, any place’ contact.
The project will also enable national e-government targets to be met ahead of schedule. This is a model of how effective Government services in the future must be managed. Accessible, efficient, easy to understand: designed to enhance citizenship and improve effective interaction where it matters most- a key factor in supporting the democratic process.
