7/27/2019 Bolsover case study.pdf

http://slidepdf.com/reader/full/bolsover-case-studypdf 1/2

 

Bolsover District Council has increased efficiency and customer

service, by using Northgate’s Front Office Mobile. Productivity

and efficiency are up, while costs have been slashed.

CASE STU

DY 

Bolsover slash costs with Front Office Mobile

Improved CustomerSatisfaction

Bolsover District Council is

increasing efficiency and

customer service with

Northgate’s Front Office

Mobile. It is reducing costs,

eliminating paperwork,

speeding up performance

and accelerating joined up

working.

Front Office is the leading

CRM solution for LocalAuthorities and it was chosen

by Bolsover to modernise and

streamline complaint

handling and customer

service. Now, by taking it

mobile, the council is further

increasing both performance

and customer satisfaction.

“Jobs are being picked upsooner and completed more

quickly because our twelve

Community Rangers can

spend more time in the

field”, said Cabinet Member

for Customer Focused

Services, Councillor Duncan

McGregor. He added, “They

receive their work schedules

and access all the

information they need

electronically in real time

while they are on the road.They hardly ever need to

come into the office.”

Bolsover’s Community

Rangers mainly deal with fly

tipping, anti social

behaviour, environmental

health issues, noise

nuisance, vandalism andabandoned vehicles across

160km2 area. They co-

ordinate with the Councils

four Contact Centres and

work in conjunction with the

police and other

enforcement agencies.

Better ways of working

Originally, the operation was

paper based. Up to 6,000

complaints were being

ticketed each year and theRangers received an A4 job

sheet for every incident.

“We clearly needed to be

much slicker,” Cllr McGregor

said, “and the first step was

to implement Northgate’s

Front Office, which took us

electronic with a central

database.”

Key Benefits

•  Helps stretch budgets

further

•  Reduces carbon

footprint

•  Delivers consistent

customer service

•  Speeds up officerperformance

•  Reduces customer

complaints

7/27/2019 Bolsover case study.pdf

http://slidepdf.com/reader/full/bolsover-case-studypdf 2/2

 

   C   S  -   B

  o   l  s  o  v  e  r

  -

   1   1   /   0   9

   P  r   i  n   t  e   d

  o  n

  r  e  c  y  c   l  e   d

  p  a  p  e  r

 This gave Bolsover’s Contact

Centre staff a complete,

single view of the citizen or

property history for every

call. It meant they could

satisfy complaints more

quickly and achieve a higher

percentage of first timeresolutions. It also provides

a complete audit trail for

every job, making it easier

to monitor performance and

compile statistics to

maximise resources. The

move to mobile lets

Bolsover’s Rangers take this

new efficiency onto the

street.

Rangers carry PDAs through

which they can access the

CRM and document

management systems from

any location. Before they

knock on a door they can

view a full profile of the

customer with all the

historical and background

information they need.

On the spot response

In addition, the system

reduces errors and avoids

follow-up calls by prompting

all the right questions and

enabling Rangers to file

reports electronically on the

spot. They can even addelectronic signatures and

upload digital images for

evidence.

Front Office Mobile is part of 

Northgate’s Corporate

Intelligent Mobile, developed

by Northgate and its

technology partner, Kirona.

This system can be used on

any network and any mobile

device, including PDAs,

tablets and laptops.

Most significantly, it is a true

corporate solution. It can

join up all back office

systems: Housing, Social

Care, Environmental Health,

etc., whether they are

Northgate or third party –

using horizontal technologies

that enhance the citizen

experience, empower staff 

and improve efficiency

company-wide.

“We are already seeing

benefits across the Council,”Cllr McGregor said.

“Contact Centres are

working more effectively

with all departments.

Councillors are better

informed and departments

are communicating with each

other through the central

database so, we are

increasingly providing a

joined-up service.”

“Northgate’s Corporate

Mobile means we are getting

more done every day

because Rangers have more

time to spend dealing with

customers and actioning

jobs. Also, the real-time

interface with our back

office means we are not only

getting more done, we are

getting more of it right first

time.”

Let’s talk

With Northgate you get cost-

effective innovation from public

service experts. We help you

increase efficiency and provide

excellent service. Let’s meet and

discuss it.

Northgate Information Solutions UK Ltd

Peoplebuilding 2

Peoplebuilding Estate

Maylands Avenue

Hemel Hempstead

Hertfordshire

HP2 4NW

T: +44 (0)870 808 1234

E: marketing@northgate-is.com

About Northgate Public Services

Teamwork, transformation, results. These three words summarise what you get

from Northgate. Most of all, results.

Northgate is a public sector and utilities specialist that operates within strategic

client partnerships to make change work for you. We help you transform your

business processes, streamline the customer experience and reduce overhead.

Northgate clients achieve lower costs, less paperwork, better performance and

more joined-up working. Northgate partners over 95% of UK local authorities and

every UK police force.

Our technology manages over 40% of the country’s social care records, processes

over £12 billion of revenues and benefits, drives the electoral administration

systems for 18 million people, manages over three million local authority and

housing association properties worldwide, supports the national system for

reporting police performance and enables real-time monitoring of Britain’s roads.

www.northgate-is.com/publicservices

The Council not

only gets more

done, but getsmore of it right

first time, using

Front Office

Mobile.

“The project has been

a great success. Staff ind it very user-

riendly.”

Cllr Duncan McGregor

Cabinet Member for Customer

Focused Services

Bolsover District Council