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Bolton Council is our latest reference. They use Teleservice and Field Service from the Oracle CRM offering as well as lots of Oracle E-Business Suite modules and Oracle Technology.
This is their snapshot
This is especially relevant to me as it is my local council!
One of the key things when taking a call is getting the caller to the right department. This is a snapshot of how New York did it and includes their ability to now re-route correctly to over 100 Police Departments. I particularly enjoyed their new found ability to data mine across the city that let them discover an hitherto undiscovered issue: After processing the data through the new computer system supporting the 311 service, it was clear that churchgoers were ignoring parking regulations. The city was able to initiate efforts to keep both the affected residents and church attendees happy.
This page contains all entries posted to Rob Smyth's Blog in February 2007. They are listed from oldest to newest.
January 2007 is the previous archive.
March 2007 is the next archive.
Many more can be found on the main index page or by looking through the archives.
