Wealden implements Optevia for CRM
Wealden District Council has upgraded its customer relationship management (CRM) system with the implementation of the Optevia Public Sector Essentials (OPSE) solution, integrating a set of features for local government into Microsoft Dynamics CRM. It includes and FAQ library to support contact centre staff with customer enquiries.
The project also involved importing more than 40,000 records and the redevelopment of business processes to release 35 events.
Vicki Burton, CRM lead at Wealen, said: “We wanted our contact centre staff to better handle and capture the queries the Council was receiving. Using OPSE, FAQs are handled entirely by the customer service team; for questions and answers that are not included in the library, the customer service team can create new FAQs on the fly. The FAQ library is also available through our online self-serve portal enabling our customers to answer their own queries.”
The council is also using Optevia’s iHub engine to integrate CRM with its outsourced waste management provider, and using the CRM in its environmental health shared service with Rother District Council.
CyberCitt provides 3D for smart cities
Smart 3D building expert CyberCitt 3D has developed a 3D Smart Cities mapping platform to help local authorities visualise their towns and cities.
CyberCity 3D employs a patented modelling process to generate high resolution building models from stereo imagery. The maps can be used for a range of applications including planning, transport, environment and tourism, and will perform on most proprietary software applications such as GIS and 3D design packages, and can be streamed via the web using Cesium open arcitechture.
In the UK, the company works with aerial mapping firm Bluesky, using its data library covering 150,000 sq km and the National Tree Map.
Conquest Hospital transforms network
Conquest Hospital in East Sussex has completed the first stage of a network overhaul to support its next generation of medical equipment and services.
Working with Alactel-Lucent Enterprise and Khipu Networks, it has increased its bandwidth from 1Gbps to 10Gbps, and made it possible to handle up to two million electronic patient records along with functions such as CT scanners and radiology image reporting.
The next stage will be a similar overhaul at Eastbourne District General Hospital, which is also operated by the East Sussex Healthcare Trust, next year.
Westminster signs Ricoh
Westminster City Council has contracted Ricoh to help streamline its print and document management services, with an emphasis on reducing paper usage and saving office space.
It will involve moving print mail services to digital, and providing Westminster residents with facilities to access and pay for services through digital channels. The council will also use Ricoh’s archiving, scanning and indexing services.
Bath College sets up data hub
Bath College is bringing its multiple databases together into a central hub following its merger with Norton Radstock College. It has implemented a range of software from Compass Computer Consultants, including the ProSolution management information system, ProMetrix KPI dashboard and ProMonitor for student monitoring and tracking.
David Grant, director of information services and systems at Bath College, said: “A key element of facilitating the successful merger was the creation of a single database that would enable accurate and meaningful reports about students, funding, courses and viability ….. It was a big challenge but we had confidence in Compass and we started the new year with a new MIS that smoothly completed 2,000 enrolments in two weeks.”
Skyscape partners with Cloudera
Skyscape Cloud Services has announced a strategic partnership with Cloudera, which provides a Hadoop platform-as-a-service for the public sector. It will provide a platform from two secure UK data centres classified up to Official-Sensitive.
“Our partnership with Skyscape will provide customers with access to a high standard of secure cloud services and assurance credentials that the UK public sector demands,” said Tim Stevens, vice president, Corporate and Business Development at Cloudera.
Capacity Grid cuts fraud and error
Business process company Liberata has agreed on a partnership with identity data intelligence provider GBG. It will involve embedding the latter’s data analytics engine into managed services provided by Capacity Grid, the subsidiary of Liberata that supports local authorities’ digital transformations.
CapacityGrid’s fraud and error reviews service has been developed to incorporate intelligent learning in order to help local authorities continuously improve the efficiency of their reviews. It is already being used by a consortium of 12 councils to detect fraud and error in council tax reduction claims.