The City of London Susan Attard From Ancient to Modern Deputy Town Clerk City of London Corporation From Ancient to Modern

Agenda: From Ancient to Modern Background to the City of London 2. Access to Services 3. Technology

1: Background to the City of London

The City in London

History The City of London is older than Parliament and has existed for more than 800 years. Parliament is based around the City of London's Court of Common Council model. London Government today: the City and 32 Boroughs, plus the GLA (Greater London Authority) Henry FitzAilwyn First Mayor of London 1189

2008: world-class City Support and promote the business City Provide excellent services for our communities Provide valued services for London and the nation

2: Access to Services

How we are organised 3,500 staff 19 service departments 125 elected members 30 service committees

Rationale for change Customer service for a world-class City, and improve the customer’s experience More efficient use of resources Provide reliable and consistent management information Encourage business change

How we managed the change Programme Management Human Resources Business process improvement Technology and Information Services Funding

3: Technology

CRM flexibility Microsoft CRM Easy to configure Easy to use Simple for Departments to use Better Management Information

Flexibility in parking

The integration issue First in London to adopt Smart Point Single logon Read-only view of back office systems Dashboard went live October 2007

Events The events function – banquets – VIP visits – is a key priority for the City of London Complex data held securely in the CRM Data from the old system was successfully moved into the new MS CRM

Where are we now? Contact Centre April 2008: Open 8am – 5pm Monday to Friday Located within Guildhall 18 staff including Manager and team leader No specialist Customer Agents Over 2,000 calls per week 84% of all calls answered within 20 seconds Less than 5% Abandoned calls Over 70% of calls resolved at the first point of contact (i.e. not passed on to a specialist) Phase 5 implementation May 2005 16

from ancient to modern… This is not the end of the story, it’s a new beginning.

Susan Attard Deputy Town Clerk City of London Corporation Susan.Attard.@Cityoflondon.gov.uk