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King's Lynn and West Norfolk council to deliver customer service revolution

King’s Lynn and West Norfolk Borough Council has chosen to work with innovative technology provider Northgate Information Solutions to support its Customer Services change programme. Northgate will deliver a new corporate solution aimed at maximising efficiency and providing a more responsive service to their citizens.

In a five-year contract worth over £700,000, Northgate will provide its ‘Front Office’ citizen-relationship management solution, together with document image processing and corporate workflow solutions. The council will also benefit from back-office integration between ‘Front Office’ and its Revenues and Benefits, Planning, Environmental Services and Housing applications.

This new solution will enable the council to:

- provide ‘one-stop’ services for citizens, including swift implementation in priority areas, such as Revenues and Benefits and Planning;
- access a complete audit trail and history for its interactions with citizens, enabling continuous improvement in service;
- manage the flow of information between the front and back office more efficiently;
- reduce the administrative burden on staff through electronic document storage.

Gareth Evans, Head of Revenues and Customer Services at King’s Lynn and West Norfolk Borough Council, said today:

“Working in partnership with Northgate will enable us to streamline our operation and deliver an increased number of services to citizens, quickly, at the first point of contact. We are taking a more proactive approach to modernisation through selecting a corporate solution that ensures joined-up working and will deliver short term and long term efficiencies.”

David Meaden, Managing Director of Public Services at Northgate Information Solutions, also added:

“We are delighted to be supporting King’s Lynn and West Norfolk council in its transformational change programme. Our objective is to help improve the relationship between the council and its citizens through enabling employees to deal with enquiries first time, every time, on time.

“Working in partnership with the council, our ambition is no less than to revolutionise delivery through joining up services, removing unnecessary bureaucracy and putting people at the centre of service provision.”

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For further information:

Fellows’ Associates:
Kathy Sutton 020 7849 3403 / 07966 890401
Naomi Stevenson 020 7849 3508 / 07966 890403