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

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

3. 1: Background to the City of London

4. The City in London

5. 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

6. 2008: world-class City Support and promote the business City
Provide excellent services for our communities
Provide valued services for London and the nation

7. 2: Access to Services

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

9. 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

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

11. 3: Technology

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

13. Flexibility in parking

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

15. 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

16. 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

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

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