Casewise®, the thought leaders in Business Process Analysis, Business Process Management, Enterprise Architecture and Governance Risk & Compliance has recently assisted Hampshire County Council to create a new contact centre called Hantsdirect.
The centre provides the public with access to the various services that the council provides. Created with the help of Casewise Corporate Modeler software, Hantsdirect prides itself on providing efficient and streamlined service to its customers.
Not only does the centre make it easier to contact the County Council, Hantsdirect also answers every call in person, and boasts later and more convenient opening hours. In Hampshire County Council’s latest assessment by independent watchdog, the Audit Commission, in which the County Council received top marks for performance and high quality services for the seventh consecutive year, Hantsdirect was also singled out for providing high quality services for extended hours.
Previously, telephone contact with the numerous services offered by Hampshire County Council was comprised of up to 200 published telephone numbers. With the County Council receiving an estimated two million calls a year, an enhanced system was developed to cater for high volume contact to reduce costs and to further enhance the services offered, while reducing the published telephone numbers to fewer than twenty.
But before creating the centre, the roles and responsibilities of each different department had to be defined.
A team of BPR Analysts for the Hantsdirect project, were able to work with the different service areas, such as Registration and Adult Services, to define their respective roles and processes in order to translate them into the procedures needed to support the new contact centre. This process was challenging due to the sheer volume of services offered by each of the different departments.
Corporate Modeler, a business process mapping tool designed by Casewise, enabled the team to visually represent the roles and responsibilities of each of the different areas, and how they influence and impact each other. Corporate Modeler was used as the building blocks of the process.
Although Hantsdirect is now a fully live service, its service range grows and continual improvement remains a key driver. The County Council continues to look for ways to improve and to refine its processes to reflect new customer demands .
Notes for Editors
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Casewise is a market leader in the provision of software and consultancy solutions to over 3,000 major global organizations for Business Process Analysis, Business Process Management, Enterprise Architecture and Governance, Risk & Compliance solutions.
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Hampshire is the third largest shire county in England with a population of 1.26 million people, educating 170,000 children, maintaining 6,000 miles of roads and looking after 80,000 vulnerable residents.
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Hampshire County Council employs almost 40,000 staff (including 10,000 teaching staff ) in a range of full and part-time positions dealing with a variety of services.
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