Customer service is expected to be transformed at Community Gateway Association after it completes the implementation of an integrated electronic document management, workflow and contact management system from Civica. Improved document management, increased staff efficiency and reduced operational costs are the goals of the £100,000 implementation. The project will begin in November 2010 and is planned for completion by March 2011.
The new system solution will be fully integrated with CGA’s existing Civica housing management system and will enable information from multiple channels, such as web, email or telephone, to be processed in the same way using standardised workflows.
CGA will also use Civica’s MyService to give customers self-service access to housing services and information via the web. This supports CGA’s plan to empower tenants, reduce reliance on the contact centre and offer a more flexible service.
Phil McCabe, head of finance, Community Gateway Association, said, “We initially looked at the concept of digitally archiving all the documents held within specific departments, but in reality, the benefits of workflow and CRM are more wide-reaching, not only within those departments but across the whole organisation.”