Councils can make major savings by changing the way they manage customer contact, according to a new report from SOCITM. The IT association urges local authorities to fully capitalise on websites in customer management by making 'digital the default.'
All front office customer contact should also be brought under central management, to enable customer contact to be run to common standards. The report says traditionally, local authority departments have managed their own customers. And, despite recent moves to reap efficiencies, tradition persists, and in many councils there is no corporate responsibility for customers. Better served: Customer access, efficiency and channel shift can be downloaded from www.socitm.net
