Warwickshire County Council is planning to develop a new contact centre built on the Microsoft Dynamics platform.
It has entered an agreement to work with Hitachi Solutions on the project, which will consolidate customer contact for 11 key services – including highways and customer feedback – onto the platform.
The solution will use multiple tools from the Microsoft Cloud ecosystem, replacing the legacy Granicus system.
The implementation of the first two services on the platform took place in January and the rest are scheduled to follow by the end of the year.
Stephen Lugg, head of ICT at Warwickshire, said: “Improving the customer journey is at the forefront of what we do, and we’re delighted to be working together with Hitachi Solutions on this major transformation to deliver substantive change to the resident experience and the efficiency of our staff.”
Sharna Quirke, Strategic Director for Local Government and Health at Hitachi Solutions said, “Technological implementation presents an opportunity to do things differently, more efficiently, and to meet challenges in new ways. We are proud to be partnering with Warwickshire County Council to collaborate on this digital transformation which benefits residents across a range of services in the region.”