Scottish Council Revolutionizes Contact Center With Ciboodle


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Graham Technology centralises customer interactions for West Dunbartonshire Council

Graham Technology, a provider of customer-oriented business software and services, today announced that West Dunbartonshire Council has successfully deployed its ciboodle customer interaction platform. The new system was demonstrated to an audience of government and public sector officials at a special launch event in the council’s contact centre in Clydebank.

The software deployment directly addresses the Scottish Government’s Modernising Government initiative, which has the objective of introducing business processes that will eventually deliver 80% of core service requests by citizens at the first point of contact.

The first phase of the deployment has delivered the ability to handle service requests including council tax, benefits, housing allocations, rental accounting, housing repairs, pest control, and education enquiries, including grants and allowances by the integration of back-office systems.

“ciboodle has truly revolutionised our contact centre by delivering an integrated environment that allows interactions with our citizens to be handled centrally,” said Angela A Clements, Head of ICT & Business Development, West Dunbartonshire Council. “Graham Technology have proven to be an excellent partner to work with throughout this project, and we are delighted to see the results already speaking for themselves.”

With ciboodle, the council’s contact centre now provides customers with a single point of contact for all enquires related to the above areas. The process-based software is fully integrated with multiple customer correspondence channels, including phone, email, white mail and the Web, ensuring that customers experience the same high quality service, regardless of the method they choose to contact the council.

The software also improves access to customer contact history and allows contact centre managers to view and handle outstanding work items, as well as to report and track the frequency of customer queries.

“This deployment is a first-class example of the wide ranging capabilities of ciboodle,” said Mike Hughes, Managing Director, Graham Technology. “With ciboodle, West Dunbartonshire Council have created a contact centre that is fully equipped to address the needs of its citizens for the foreseeable future.”

Future phases of the implementation will see ciboodle expand into other areas of the council’s operations according to business needs and customer demands.

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