Services improvements in the Borough of Newham.

22 October 2007, 11:40am

Montage of photos taken at Newham's call centre in East London.


MAYRISE HELPS DELIVER SERVICE IMPROVEMENTS IN THE LONDON BOROUGH OF NEWHAM

The London Borough of Newham has used the latest technology to launch an appointment based, free service to collect large or bulky household waste from domestic properties. The MAYRISE waste management system has been integrated with the Newham’s Council’s in house Customer Relationship Management (CRM) system through a centralised address database. The integration of frontline systems such as CRM with back office management tools, has increased operating efficiencies, reduced administrative task, enabled improved targeting of resources and improved customer service.

Staff in the Council’s Corporate Contact Centre and Local Service Centres record and allocate collection requests from local residents. Collection addresses are compared against the Councils Local Land and Property Gazetteer (LLPG) in order to accurately identify the location and the request is matched to the MAYRISE system. Once a suitable appointment has been confirmed the job details are automatically recorded by MAYRISE and scheduled for completion by a collection team.

“The integration of our CRM with back office systems such as MAYRISE gives frontline staff confidence in dealing with requests from the public,” said Robert Green, Business Analyst and Support Office. “They have access to the customer’s service history, can access live service information and automatically allocate thirty different types of work requests. This not only improves the level of service we provide to residents, it reduces the administrative burden, increases operating efficiencies and enables effective targeting of sometimes limited resources.”

The London Borough of Newham is also using MAYRISE to improve the recording and management of fly tipping incidents in the borough. Reports of illegally dumped waste are recorded by Contact or Service Centre personnel, automatically located using the LLPG and logged on the MAYRISE system for removal. The Council, who already use MAYRISE to manage their weekly domestic waste and recycling collection service, also plans to roll out the solution across other property and street based services in the forthcoming months.

“In the first three months we have logged approximately 13,000 jobs using the integrated system,” continued Green. “By comparing the pre Mayrise business processes with the post integration processes we estimate and improvement in business processes across all service areas over the next 12 months.”

Mayrise Systems is a leading supplier of e-government integrated systems for managing local authority services including waste management, grounds maintenance, street lighting, street works and highways. The company also specialises in system integration; serving live service data to contact centres and web applications using a standard XML interface.

www.mayrise.co.uk

GeoConnexion UK