The Royal Borough of Kingston upon Thames worked with Ciber to implement its Local Government Solution using Microsoft Dynamics CRM to streamline the handling of service requests into the council and promote channel shift by enabling self-service directly through the council’s web site. Now, Kingston Council has won the “Best use of Technology” award at the 2013 Annual London and South East Contact Centre Awards.

The award was presented to Russell Anthony, Service Manager for Customer Contact at Kingston, and the team at a recent awards dinner.

The project was part of Customer First, a major programme introduced by the council to reduce costs whilst maintaining the quality of services and improving customer access to those services.
“Our major aim is to enable channel shift and we are targeting 50 percent of transactions to be online in 2013, and this demanded technology that streamlines our processes reduces unnecessary overheads and makes frontline services more efficient and accessible”, explains Anthony.


The Ciber solution provides this in a number of ways”, continued Anthony. “Dynamics CRM acts as a single case management solution for all service requests. Scripts and workflows handle all of the high volume requests that go through the contact centre providing information to help advisors with first time resolutions and ensuring that all of the required information is collected for requests that need to be passed to a back office department. Integration of the CRM system with our back office systems and directly to our contractors has radically streamlined our processes and eliminated the need for back office intervention. The same scripts and workflows also allow our customers to self-serve through our website with an online experience that is completely consistent with calling a member of staff in our contact centre”.


The London and South East Contact Centre Awards aim to celebrate the success of contact centres across the region and raise the profile of the sector and are open to any contact centre operation delivering services from locations in the region.

“We are delighted to congratulate Kingston Council in winning this award. There was strong competition, including some major commercial operations in the private sector, and this demonstrates how local government organisations, such as Kingston, are successfully using technology to drive down cost and improve service. The council has a very clear vision of how it plans to meet the challenge presented by a diminishing public purse and we are delighted to support the realisation of that vision through the implementation of our technology. The success of the project has been down to the excellent collaboration of a team comprising Kingston and Ciber personnel and we look forward to supporting them further in the future”, commented Ian Robson, Head of Business Development for Public Sector at Ciber.

For more information, visit