Moray Council has centralised all of its customer services, including mobile housing repairs, to a single contact centre using NDL’s awiMX and awiSX integration software.
After a review to find opportunities to simplify, standardise or share processes for service improvements and money saving, Moray Council wanted to remove multiple contact points for different services by centralising access via a single contact centre. To support this, the council implemented a Lagan CRM system and then looked at which service areas would benefit most from restructuring.
One area highlighted was the council’s housing repairs service. Tenants previously called the housing service direct, with administrative staff then following a manual, paper-based process to book repairs into a central iWorld housing system, but without any appointment- or work-scheduling system in place, this process involved a significant amount of administrative effort and resulted in large numbers of wasted visits due to no access.
Moray decided it needed to implement mobile working for its response repair operatives and then integrate this with its three back-office systems and the front-office Lagan CRM. To do this, it chose NDL’s awi mobile and integration technology suite. awiMX is NDL’s mobile application platform which enables back-office applications to be mobilised through rapid in-house development. awiSX is a flexible and versatile alternative for integration which avoids the need to use individual vendors’ APIs or adaptors.
As a result of using NDL’s software to enable mobile working, seven fewer operatives are now needed to carry out the council’s repairs service.
Roy Poulsen, ICT project leader, Moray Council, said, “awiMX was an obvious route for us because it did exactly what we needed, and using awiSX as well provided a huge saving as we didn’t have to invest in expensive and inflexible connectors between our core front- and back-office applications.
“I’m very impressed with awi as a platform for developing mobile apps, and for maintaining and monitoring mobile devices. We’re now exploring other service areas where we can drive similar efficiencies to those achieved in housing repairs.”