“Contact to Delivery (C2D) is more than just CRM.  For councils, providing hundreds of services across such a varied customer base, the C2D challenge is to ensure that all process components are working as efficiently as possible.”

Contact to Delivery (C2D)
I N T R O D U C I N G   C 2 D

C2D  is specific to Public Sector and analyses the process from customer Contact to service Delivery.   Our approach is to analyse each of the process components and assess where improvements could be made.

A typical C2D engagement would review the effectiveness of the initial contact channel for capturing Citizen requirements and would follow how work is routed to the Delivery Teams.  The review would then consider SLA, fulfillment and escalation procedures where applicable.  Finally we would look at closing the loop to inform the citizen that the work is complete and look at how business intelligence is used to monitor performance and offer strategic insight.

E X P O S U R E

We have implemented C2D solutions in the following areas:
  • Special Collections
  • Environmental Services, Highways maintenance, Street Lighting
  • Complaints
  • Waste Permits
  • Maps and GIS integration
  • FOI
  • Back office integration
  • Web forms
  • Mobile/field working/in-cab devices (Bartec)
  • Collaborative ASB with Police
Why not contact us to see what has been achieved by other councils or take a look at our White Papers?