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Suffolk County Council: Transforming the adult social care experience in Suffolk
Suffolk County Council: Transforming the adult social care experience in Suffolk
Challenge
Suffolk County Council wanted to provide a single point of contact for people to receive care appropriate to their needs
Solution
Suffolk County Council chose a CRM solution from BT that enables it to interact more effectively with its customers
Value
Over 75 per cent of assessments are now made at the first point of contact, enabling faster, more responsive service
Client
Suffolk County Council and Mid Suffolk District Council chose a public private partnership to overhaul customer service and improve efficiency. In forming a new company – Customer Service Direct (CSD) Limited – BT was the chosen partner. CSD is responsible for business process re-engineering, change management, and training; as well as the implementation of the infrastructure required to support the councils’ business functions and public facing website.