Warwickshire Direct has won the top honor in the 'e-Government excellence' for Shared Services' category at the prestigious e-Government National Awards 2006 in UK.
The Partnership has created a joint CRM system with a unique shared services infrastructure featuring shared server resources, a common countywide broadband network and a shared contact centre network, which utilises Macfarlane technology. This solution has led to the 92 municipality and district services to contact centres, greater consumer confidence in council services, fewer abandoned calls, improved first call resolution, a greater choice of customer access channels, a reduction in IT infrastructure costs, savings through the introduction of CRM-enabled services and savings through joint technology procurement. The Cabinet Office e-Government Unit, the Office of Government Commerce and the Society of Information Technology Management (SOCITM) has supported the e-Government National Awards 2006.
