Bcs Branch Northampton

Council Services have been undergoing modernisation to bring them up to increasing customer expectations and also to enable access via the 'e-channels'. Most councils now have Customer Relationship Management systems, telephone Contact Centres, and transactional web portals. One additional benefit of having ITC enabled services is the ease at which we can gather detailed management information and metrics. It is the extraction of this data that provides crucial operational performance management, which is another key driver in local government. The challenge is pulling this information together into a convenient place that is readily accessible by supervisors and mangers to review day to day performance, sometimes in real time. Jane Perrin (Business Analyst, Daventry Distric Council) and Peter Parkes MBCS CITP SocITM (Peake Performance) will describe how a simple MIS system was overlaid onto recently installed systems at Daventry District Council to provide real-time management information to operations teams