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Caerphilly to deliver customer service revolution

Caerphilly County Borough Council today announces that it has chosen to work with Northgate Information Solutions to provide its 170,000 citizens with radical improvements to customer service.

In a contract worth £500,000 over three years, Northgate will roll out its ‘Front Office’ citizen relationship management solution to enable the council to proactively manage the service it provides and focus on continuous improvement. ‘Front Office’ is already used to support improved customer service for over 8 million citizens, and the roll out of this solution is Northgate’s first in a Welsh local authority.

As part of the Customer Contact programme, ‘Front Office’ will assist the Council in:

• making Caerphilly County Borough Council easy to do business with;
• making the organisation more customer focused;
• being more effective in dealing with customers;
• maximising opportunities to make the council more accessible to the customer;
• raising customer satisfaction levels.

The first phase of the Project is due to go live in March 2007 and will include services to cater for Environmental Health, Highways, Public Services and Central Recruitment. In addition to the core Front Office software, Caerphilly will also be introducing Northgate’s own CTI solution CallTouch and the RightNow Knowledge Management system.

Phil Evans, Head of service responsible for the delivery of the Customer First Programme at Caerphilly County Borough Council, said today:

“Local citizens should be able to access council services quickly and easily, with staff enabled to deliver accurate information and advice. We are delighted to be working with Northgate on this important project to improve the service we provide by placing them at the heart of our improvement programme.”

Dave Meaden, Managing Director of Northgate Public Services, added:
“New technology can and will drive through radical improvements when people are put at the heart of systems. We are delighted to be working with Caerphilly County Borough Council to support them in delivering effective and efficient services first time, every time.”

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For more information:

Fellows’ Associates:

Kathy Sutton 020 7092 1801 / 07966 890401 / ksutton@fellowsassociates.com
Naomi Stevenson 020 7092 1803 / 07966 890403 / nstevenson@fellowsassociates.com


Notes to Editors:

1. Northgate Information Solutions is a leading provider of innovative technology solutions to the public services and utilities markets. Northgate’s task is to enhance public value through the intelligent use of people and technology, and to share in the economic and social benefits that this brings.

2. In the UK, Northgate works with four out of five local authorities and every police force. Its systems are used in the management of over 1.5 million local authority and housing association properties; in the administration of more than £17 billion of revenues and benefits; and in electoral administration systems covering over 18 million people. Founded in 1969, the company has over 3,300 employees.

3. ‘Front Office’ is Northgate's leading citizen-relationship management software solution - helping public sector bodies to improve transactions with customers, track the progress of queries, and review performance and other management information.