Fuel grants for low-income families to be allocated and administered more efficiently
IT solutions provider Mi Services Group has won a major contract with the Eaga Partnership, which manages the distribution of government energy grants to “fuel-poor” families in the UK. Mi Services Group is to develop a customer relationship management (CRM) system, which will enable Eaga to streamline the process of collating and managing 500,000 grant applications and deal with applicant queries.
Eaga’s aim is to reposition itself as a service management organisation and to be the world leader in national grant applications. It needs to re-engineer its business processes in order to increase efficiency and responsiveness times to customer, government and stakeholder enquiries. Currently all data is held in disparate systems across the enterprise and Eaga believes considerable improvements are possible because of these new systems.
Mi Services Group beat PricewaterhouseCoopers’ Siebel proposition by offering an Oracle-based CRM solution that will integrate all grant-related systems and support a new 70-person customer contact centre. The web-enabled centre will provide a single view of the customer thereby ensuring call handlers are able to respond immediately to enquiries relating to individual grant applications regardless of how they were originated.
John Clough, CEO of the Eaga Partnership commented, “This centralised approach will bring together all the information about people’s current energy situations and grant applications, allowing us to focus on the important matter of quickly implementing energy efficiency measures for the people who really need it. Mi Services Group understood that we needed to streamline our business processes in order to increase our efficiency as a business. By putting forward a best of breed solution that can be built upon to bring new schemes on board, we are confident that we will have a strong infrastructure in place, from which we can best serve the public, the Government, and also satisfy our partners.”
“The UK is one of the few countries to openly admit it has fuel-poor citizens and to take concrete steps to address this,” commented John Pocock, CEO of Mi Services Group. “Since 1990 the Eaga Partnership has been working on behalf of the government to identify the needy and to pull together £100m of annual funding from both public and private bodies. The efficient and effective co-ordination and distribution of these funds has presented Eaga with challenges - this project will remove walls between information sources and speed up grant allocation, actually improving quality of life where it counts.”
Background to the Eaga Partnership
The Eaga Partnership was established in 1990 specifically to manage the Warm Front Team Grant Scheme (previously the Home Energy Efficiency Scheme) on behalf of the government. Its scheme management of HEES provided valuable assistance to over 4 million low income and elderly families. The Eaga Partnership has now evolved into an organisation capable of managing over 500,000 grant applications a year from low-income families. Additionally, the company has also administered over 30,000 grants on behalf of local authorities and Energy Utilities.
Background to Mi Services Group
Mi Services Group is a leading IT solutions provider to the pharmaceutical, process manufacturing and utilities industries, and the public sector. Mi Services Group focuses on helping its clients to rapidly improve communications, interactions and transactions with their customers, suppliers, employees, and all their other stakeholders.
Mi Services Group operates through a network of 20 offices located in major business centres in Europe, USA and Australasia. It employs in excess of 600 people around the world and has an annual turnover of approx. £44 million.
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