Haringey Citizens Enjoy Enhanced Services from their Council
Partnership between Haringey Council and Capgemini delivers e-Government strategy and effective CRM
- Industry
- Public Sector
- Country
- UK
- Alliance partner
- Oracle Siebel
- Solution
- Application Development & Integration
- Application Outsourcing
- CRM
- Oracle Siebel
- Rightshore®
- Transformation Consulting
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2006-08-29 03:17 PM
“Capgemini was refreshingly focused on Haringey’s best interests – it operated as part of one “Haringey team” which included seamlessly managing other consultants as well as client staff.”
David Airey, IT Development Programme Manager, Haringey Council
The Situation
In January 2005, the London Borough of Haringey engaged Capgemini to help steer its e-Government programme to create better services. At the same time, Capgemini was asked to bring Customer Relationship Management (CRM) and Siebel expertise to upgrade the Council’s existing system and develop new CRM processes.
The Solution
Capgemini worked with the Council’s IT Development Management team to develop and implement a new set of processes to help monitor and track its e-Government initiatives.
A Programme Management Office (PMO) was established. The team tasked to steer the programme was restructured to make effective use of resources so that overall objectives could be met within required timeframes. A three year implementation plan was developed, supported by training and communication activities.
“Capgemini has provided excellent services in shaping and supporting the e-Government programme at Haringey Council. As well as providing the Programme Directorship, Programme Management Office (PMO) and Web Project Management, Capgemini utilised Subject Matter Experts across its local government practice to ensure that Haringey was always aware of the latest ODPM thinking with regards to e-Government outcomes. As ever, delivery on time was the key test and Capgemini ensured that all e-Government targets were met (BVPI 157, ODPM Priority Service Outcomes etc) and in many cases the solutions delivered exceeded business expectations”
David Airey, IT Development Programme Manager, Haringey Council
The Council’s Customer Services department, IT Development team and Capgemini jointly developed and launched a plan to upgrade the Council’s Siebel CRM system. The CRM programme leveraged Capgemini capabilities in the UK and India via Rightshore™. The approach that Capgemini adopted accelerated the deployment of the solution within agreed cost, quality and time parameters.
The Result
The e-Government programme has been underpinned by a close working partnership with Capgemini. Having satisfied the 54 Priority Service Outcomes (PSOs) set by the Government, the Council is well placed to achieve Gershon targets for public sector efficiency and improved service to citizens.
Haringey has also met 100% of the Office of the Deputy Prime Minister’s e-Government target, now managed by the Department for Communities and Local Government. This results in improved web-based services for citizens who can now access Council services outside normal office hours for lean and efficient internal processing of transactions.
The Siebel CRM system went live within six months of starting the development phase. The team successfully migrated customer records, addresses and transaction history from the original CRM system. This now allows Haringey citizens to conduct their affairs with the Council through a variety of communication channels.
“Capgemini provided both the project implementation resources and on-going application maintenance. The project is seen as a major success story and was delivered on-time, to budget and expectation.”
David Airey, IT Development Programme Manager, Haringey Council
