Civica and Firstwave Technologies Unveil Flexible CRM Solution for UK Local Authorities
Mansfield District Council Signs up to Deliver Improved Services
22nd July 2003, London... Civica, one of the UK's most experienced specialist providers of public sector software and services, and Firstwave Technologies, a global provider of strategic Customer Relationship Management (CRM) solutions, have announced an alliance and the development of Authority CRM, an adaptable, flexible and cost efficient CRM solution ideally suited for Local Authorities in the UK.
The companies have drawn on almost 20 years experience in the local government sector and the CRM industry to develop a practical and scalable offering that meets the immediate needs within Authorities - customer centric services based on a single view of the citizen and back-office integration. The solution is focused on the need to help Authorities measure up in Comprehensive Performance Assessment (CPA), delivering improved services and cost efficiency by moving work from the back office to the front office.
Mansfield District Council in Nottinghamshire has selected Civica and Firstwave to achieve a solution that not only addresses current e-government priorities, but also lays solid foundations that will prepare it for public service requirements beyond the 2005 deadline.
David Yorke, director of resources at Mansfield, said: "Flexibility was key to the selection, in order that Mansfield can transition from 'proof of concept' into live operation with minimal disruption and then adapt in future years as change dictates, without the need for expensive consultancy or re-design".
Authority CRM's practical browser-based technology provides ease of integration, seamless scalability and rapid deployment with reduced costs of ownership. The solution will enable up to 80 per cent of customer enquiries to be handled at the first point of contact. Effective integration of back office systems and multiple databases enables a centralised view of customer interaction, as well as reducing workload on busy 'back-office' staff. For example, an agent in the call centre will be able to create an online benefits application on behalf of a citizen and pass this electronically to a Benefits officer who can then make the appropriate decision on the claim. This will significantly reduce the time taken to process claims and will improve the Authority's CPA ratings.
Given the amount of organisational and cultural change within local government, Authorities need to find a trusted supplier that can provide a cost effective and scalable solution, together with the services that link legacy back office applications with a user-friendly front end. The solution that is procured today in order to meet 2005 targets will most certainly be very different in two years' time, hence the reason for maximum flexibility and adaptability in the solution and the chosen supplier. Civica and Firstwave's CRM solution fits those requirements and can be purchased through GCat.
Paul Simpson, managing director Public Sector UK, Civica said, "Councils have to date been faced with a staggering range of CRM offerings ranging from the very cheap to the enormously expensive, with conflicting ideas of what is actually required. The key is to understand that the public sector and its relationship with the public is unique and requires a very flexible solution. Civica and Firstwave have brought all our public sector experience together to focus on delivering a CRM solution with the focus on improved local services and with the flexibility to adapt as the service develops".
Russell Loarridge, vice president, Firstwave Technologies UK, said: "Our product, Authority CRM, will deliver improved services beyond 2005. We are confident that our solution will provide Local Authorities with the functionality necessary for them to meet their goals, specifically providing a single citizen view across all 700 services without replacing underlying systems."
ENDS
About Civica Plc. Civica is one of the UK's most experienced specialist providers of software and services to the public sector. Supplying many organisations in the UK, Australia and the USA, including over 700 local authorities, the company has an 18-year history of delivering effective software solutions to local government, police, healthcare, criminal justice and education organisations, and major commercial firms. Civica Services Ltd, a wholly owned subsidiary, is an approved Prime Contractor for software in the UK Government's GCat procurement catalogue. The company employs approximately 500 people globally and has a record of profitable growth.
About Firstwave. Firstwave Technologies, Inc. (www.firstwave.co.uk) is a global provider of web-based, industry-focused CRM solutions that automate and optimize how companies win, maintain and grow customer relationships. With over 18 years of experience in CRM, Firstwave strives to maintain the depth and industry experience required to address the unique business needs of diverse companies. Firstwave's CRM Suite streamlines business processes and boosts any company's ability to obtain new customers and manage and service existing customers. The product's revolutionary web-based XML features and .Net architecture incorporates and complements Firstwave's legacy of CRM best practices which has earned the Company numerous industry awards and accolades. Firstwave is headquartered in Atlanta, Georgia.