Corporate Modeler Suite assisted in the reengineering of contact centre functions in an efficient and effective manner

In order to streamline and create a more efficient service, Hampshire County Council decided to develop a customer contact centre to act as a one stop shop for the public to access the various council services.

The introduction of the new contact centre meant that Hampshire County Councils existing business processes needed to be completely reengineered in order to ensure the contact centre functions in an efficient and effective manner.

Historically, Hampshire County Council have operated up to 300 published telephone numbers for members of the public to contact the council dealing with a range of services ranging from Highways and Libraries to Registration Services and Adult Social Care.

In order to streamline and create a more efficient service, Hampshire County Council decided to develop a customer contact centre to act as a single point of contact / one stop shop for the public to access the various services. The introduction of the new contact centre has meant that Hampshire County Councils existing business processes needed to be completely reengineered to ensure the contact centre functions in an efficient and effective manner.

The Hantsdirect Programme (as the project is known) employed 3 full time Business Analysts to work with the various Service Areas within Hampshire County Council in order to develop new process designs which would be introduced into the contact centre.

The Business Process Reengineering analysts (BPR’s) worked closely with each of the service areas to establish current practices and then redesign the processes in order to leverage the new technologies and CRM software being used.

In order to undertake this project, the BPR team adopted the Casewise Corporate Modeler Suite to help document and circulate all designs centered on Processes, Organization, Location, Data, Applications and Technology (POLDAT), alongside methodologies and data requirements to the service areas and program team. The final published designs were used by the CRM Developers and Operations Analyst who translated the diagram into the CRM and Contact Centre software.

The documented, reengineered processes built and mapped within Corporate Modeler now form the record of business processes used within the CRM system helping to run the contact centre.