Private
lessons for public bodies
With
the public sector spending millions
of pounds on developing technology
to deliver better services to its
citizens, a new white paper looks
at the lessons it should be learning
from the private arena.
The
Hidden Secrets of Successful Customer
Management has been co-authored by
Rhion Jones, one of Europe's leading
experts on relationship management
and Brian Ellis, chairman of Interchange
Group, a specialist CRM and mobile
solutions provider.
The
white paper, available from www.interchangegroup.com,
studies the pitfalls and problems
which have hampered the introduction
of successful CRM into the private
sector and highlights how, with the
advantage of hindsight, the public
sector can be much more successful.
Key
areas for debate include:
-
the
challenge of finding the best
channels to get information to
the public, ie: via portals, mobile
devices or interactive digital
television in the home
-
the
ability to recognise the true
value of knowledge within an organisation
and design service delivery processes
that enable it to be shared from
day one
-
the
need for people to take responsibility
for projects and monitor best
practice standards, especially
at a time of change and the introduction
of joint-delivery bodies or Private
Finance Initiatives.
Brian
Ellis said: "The private
sector has gone through considerable
pain as it has introduced customer
relationship management. Today though,
virtually every company looks to improve
its competitiveness through improved
relationships with both customers
and suppliers.
"Now
public bodies are facing the same
challenges as they work towards meeting
the Government's 2005 target for getting
100% of services online.
"The
advantage is that by absorbing the
benefits and secrets of lessons from
the private sector, they can achieve
not just more effective CRM but also
obtain better value for money and
return on their investment."
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