Insights

In this article, Haydn Howard puts some questions to Meritec’s Director of Flexible Resourcing Adam Gardner about the resource challenges ahead in the Revenues and Benefits market. Throughout the article questions such as 'What role does the private sector have in supporting Revenues and Benefits teams?' and 'What are councils doing to try and ensure their delivery is not impacted?' are asked and answered throughout.

In this article, Haydn Howard puts some questions to Caryl James of Richmondshire District Council about enhancing the customer experience through transforming online services. Haydn asks Caryl 'What was your key driver for delivering an entirely new customer focused website?', 'How have been your experiences of working with Meritec?' and much more.....

Modern technologies are providing a huge opportunity in the public sector to migrate from legacy systems. The benefits of such change are measured most especially in terms of dramatically reduced costs, raised service standards, channel shift and forward flexibility.

Though reducing in scale, there nevertheless remains a huge inventory of legacy systems in public organisations not only in areas such as customer relationship management and many other corporate functions but also in frontline services.

Customer relationship management (CRM) is of enormous significance to the public sector and has been for many years. CRM practice and related computer systems grew rapidly approaching the millennium and was then fuelled by massive investment during the e-government era which followed in the noughties. Customer services units developed apace and have been highly effective in channelling customer contact.

More and more organisations of all sizes have realised the benefits that can be gained from implementing an organisation-wide digital platform. From self-service portals that allow your customers to access your services 24/7/365 from anywhere in the world, to advanced workflows and end-to-end digital processes, Digital Platforms have become an integral part of the way that forward-thinking Organisations deliver their services to a customer base that increasingly expects to be able to interact via digital channels.