With the introduction of the new National Indicators, including National Indicator 14 – “reducing avoidable contact”, I thought it appropriate to pick up on this topic once more, both in terms of collation of metrics and in relation to tackling this problem holistically.

Initially local authorities will be looking to bench-mark where they are at on this front, primarily using CRM platforms or alternatively using sampling techniques. Whilst this is the start point for many organisations – this assumes that all contacts will initially go through CRM-enabled access points.

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Obviously everyone is aware that the Olympics have been going on, if not, you must be disconnected from just about every form of human communications available today. Whilst all this was going on in China, thousands of miles away on the other side of the planet, I could still get live feeds via the web of the events, and could watch events on demand via digital TV (thanks BBC – great service!)

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What is meant by the term ‘Case Management’? It seems to mean different things to different people, so I thought I’d try to clarify the term based on my own experience working on public sector projects. I think perhaps the best way to define it is by example – by showing the type of problems that it can solve, writes Paul O’Neill.

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Having attended several Public Sector events lately I noticed a number of recurring themes – improving the level of service provided, ‘joining-up’ these services more effectively and, in the UK, meeting the Efficiency Agenda by reducing costs.

Several keynote presenters spoke about the steps required to achieve these goals and one element that was continually highlighted was the need for government departments to both streamline and improve their processes.

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View this video if you are in the Local Government. It’s a good example of how to use BPM software to improve your delivery of services to citizens.