Leading Local Government contact management integration specialists, Asidua, has today announced a further local authority contract win as their Customer Contact Platform (CCP) has now been selected by Leeds City Council to help them deliver the council’s Customer Access Strategy.
Serving a population of over 751,500, Leeds City Council is the second largest metropolitan district in the UK. Today striving to be the best council in the UK, the council’s ‘Customer Access Strategy 2012-2015’ is designed to help the authority improve the quality of their customer service delivery, whilst also delivering significant savings through lowering transactional costs – both agendas being served by Asidua’s Customer Contact Platform.
“CCP has been specifically designed to help solve the issues many local authorities are facing today,” explained Asidua’s Sales and Marketing Director Bob McClean.
“With rising customer expectations on service delivery, many local authorities are looking for ways to improve the overall experience for customers accessing services whilst reducing the cost to the council of that access. We’re seeing that from all of our existing council customers, but we know it’s an issue facing the council marketplace in general through the findings highlighted in our recent survey.”
Leeds City Council came to market for an Electronic Services Delivery (ESD) platform to provide transactional services, a project that will realise financial savings by providing more efficient and cost effective access to the council’s services. In addition to financial savings, this capability will allow the authority to better empower their customers and so improve the customer service experience across all their contact channels; meeting the expectations of a modern, technology familiar populace.
Following a competitive tender process, Asidua was awarded a 5 year contract by Leeds City Council to use CCP in delivering an enterprise Electronic Service Delivery Platform along with implementation and support services, and in doing so help in implementing the council’s ‘Customer Access Strategy (2012-15).’
“We are delighted to have been selected by Leeds City Council to help deliver their Customer Access Strategy,” continued Bob.
“Our Customer Contact Platform is already helping a number of local authorities, not only improve customer services experiences but also deliver significant savings by providing a true self service multi-channel contact solution. Following our recent successes with Milton Keynes, NI Direct and Blackburn with Darwen, this latest contact win further demonstrates CCP’s ability to meet the requirements that many local authorities face today.”
Asidua, who employ over 130 staff, is headquartered in Belfast with additional offices in Dublin and Birmingham. As a current Investor in People (Gold), the company delivers world-class software consultancy and services to clients across a broad spectrum of business sectors. through two specialised divisions:
- Business Services – provide Application & Data Integration (ADI) & Customer Contact PlatformTM (CCP) services to allow large enterprises and public sector organisations to better leverage efficiencies from seamless end-to-end integration of systems.
- Device Services – endorsed by PMC® as a preferred supplier, Asidua’s Device Services divisions provides the telecommunications market with a complete portfolio of software components (WanStaXTM) and niche professional services focused on the WinPathTM product family.To discover more about Asidua, visit www.asidua.com
About Asidua’s Customer Contact Platform (CCP)Asidua’s Customer Contact PlatformTM (CCP), makes it easier for local authorities to improve customer contact, promote channel shift, maximise one-and-done, minimise avoidable contact and ensure that services are delivered cost effectively. Today CCP is helping improve customer contact in many local authorities, including Leeds City Council, London Borough of Harrow, Milton Keynes Council, Blackburn with Darwen Council, Chorley Council and Rossendale Borough Council. CCP has also been successfully placed onto the Government Procurements Service’s G-Cloud II, G-Cloud III & LGSAS frameworks.
Discover more about how CCP can help at www.asidua.com/ccp
About Leeds City Council
Leeds City Council (LCC) employs approximately 30,000 people. The organisation is made up of five directorates, which deliver around 600 specialist services to the citizens of Leeds. LCC is the biggest employer in Leeds and the second largest local authority in the country after Birmingham. Leeds has a diverse economy, featuring the UK’s largest centre for financial and business services outside London and hosts the country’s third largest manufacturing centre.
- The Contact Centre – The council’s contact centre deals with 1.5 million calls and 100,000 emails from customers each year. The enquiries are wide ranging and often complex, covering the majority of the council’s key services, including environment services, social services, housing (including ALMOs), council tax and benefits, and concessionary parking and travel permits. The contact centre has 250 seats and utilises state of the art technologies to manage customer contact and quality. Many services are available to customers 24 hours a day, 7 days a week, utilising appropriate technology.
- Face-to-face Contact – There are 16 one stop centres across the city, which handle 0.5 million face-to-face customer contacts each year. The enquiries include a range of subjects including housing, council tax, benefits, social services, and environmental issues such as refuse and pest control. The welfare rights unit offers free, confidential and impartial advice and support on a wide range of welfare benefits. The interpreting and translation team provides a translation and interpreting service to services across the council and external organisations.
To find out more about Leeds City Council, visit www.leeds.gov.uk