Our Design Principles

Having a single view of the customer enables staff to resolve issues at the first point of contact. It will enable any caseworker to review previous contacts, and update or escalate cases easily.

All contact will be routed intelligently; meaning that caseworkers will receive all cases, unless a specialist is actually required.

Integrations between the CRM and back office systems will reduce the need to double handle information and cases.

The CRM will hold key information about users and their cases where a direct integration is not possible.

The CRM will ensure that the person with the best skills and/or capacity is provided with the appropriate contacts, requests, and transactions to process.

Customer advisors and caseworkers will be able to sort and filter job queues based on relevant information – such as job status, time received, contact method or service area.

All letters and documents sent out to users will include a barcode or reference number that will link back to the case or contact in the CRM and/or back office system.

All documents will be digitally stored in a document management system.

All documents received by the council will be scanned and indexed to a document management system for staff to access digitally.