Contact Centre

Hertsmere’s Contact Centre Manager used to have to run reports from three systems (Siemens Agile Procentre, AI Office and LA CRM from ISB) and manually copied and pasted figures into Excel on a daily basis to provide weekly performance reports to management.

In the case of the telephony systems, the reporting applications are only installed on 3 machines within the authority due mainly to licensing restrictions. The applications are rich-clients and to allow management direct access to the reports would mean installing the reporting applications from each of the three systems on each manager’s pc. This would not only be costly in terms of licenses, but also hard for IT to maintain and difficult for management to use as they would need training in the use of each system.

It was therefore necessary for reports to be run manually from each system, then for the data to be copied and collated in Excel for circulation to management.

The DART solution…

DART was connected to the three underlying systems, reports designed and permissions assigned to ensure only the right people in the authority could access the data. Once the reports are published in DART, a hyperlink is emailed to management which, when clicked, opens DART in Internet Explorer and locates the relevant reports to run. This is all possible because DART is 100% browser-based. Allowing new users access to the same reports is as simple as adjusting the permissions on the report and providing the DART website address to the new users.

In addition to this, DART’s flexible reporting enhances LA CRM allowing new reports to be quickly and easily designed and distributed throughout the authority.

The benefits this has brought to the authority include:

Contact Centre reporting in use…

Telephony monitoring:

Enhanced CRM reporting on top of LA CRM:

Next steps

The advantage of having a range of reporting needs satisfied by a single product is the provision of a single point of service for staff and management bringing efficiency improvements in report production and delivery, and cost savings in terms of both training and the deployment of other more expensive and complex reporting tools.

Alphametrics is continuing to work with Hertsmere Borough Council to provide connections to other systems within the authority and in-line with their e-Government strategy.

As DART is connected to more systems within the authority and the range of management reporting grows, DART will provide the means to establish a 'Corporate-wide reporting solution'. Operational reporting will be improved and will be able to be communicated more widely. At the same time key performance indicators and other information required by senior management can be provided on a consolidated basis from a single reporting platform.