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The City of LondonFrom Ancient to Modern
Susan AttardDeputy Town ClerkCity of London Corporation
Agenda: From Ancient to Modern
1. Background to the City of London
2. Access to Services
3. Technology
1: Background to the City of London
The City in London
History
The City of London is older than Parliament and has existed for more than 800 years.
Parliament is based around the City of London's Court of Common Council model.
London Government today: the City and 32 Boroughs, plus the GLA (Greater London Authority)
HenryFitzAilwyn First Mayor of London 1189
2008: world-class City
Support and promote the business City
Provide excellent services for our communities
Provide valued services for London and the nation
2: Access to Services
How we are organised
• 3,500 staff• 19 service departments• 125 elected members• 30 service committees
Rationale for change
Customer service for a world-class City, and improve the customer’s experience
More efficient use of resources
Provide reliable and consistent management information
Encourage business change
How we managed the change
Programme Management
Human Resources
Business process improvement
Technology and Information Services
Funding
3: Technology
CRM flexibility
Microsoft CRM
Easy to configure
Easy to use
Simple for Departments to use
Better Management Information
Flexibility in parking
The integration issue
First in London to adopt Smart Point
Single logon
Read-only view of back office systems
Dashboard went live October 2007
Events
The events function – banquets – VIP visits – is a key priority for the City of London
Complex data held securely in the CRM
Data from the old system was successfully moved into the new MS CRM
Contact Centre
April 2008: Open 8am – 5pm Monday to Friday Located within Guildhall 18 staff including Manager and team
leader No specialist Customer Agents Over 2,000 calls per week 84% of all calls answered within 20
seconds Less than 5% Abandoned calls Over 70% of calls resolved at the first
point of contact (i.e. not passed on to a specialist)
Phase 5 implementation May 2005
Where are we now?
from ancient to modern…
This is not the end of the story, it’s a new beginning.
