Integration and CRM Report2011

Driving out hidden waste and inefficiencies: local authorities look to integration

NDL’s seventh annual Integration & CRM survey was carried out in the wake of the Comprehensive Spending Review (CSR). What has emerged is a massive waste of money caused by vast amounts of multiple re-keying of data. Of the 253 local authorities questioned, 17 per cent are still re-keying all data taken into CRM systems, with 38 per cent re-keying more than 60 per cent. When looking at how data from e-forms is processed, the situation is even worse: 35 per cent are re-keying all data and 77 per cent re-keying more than 51 per cent. Respondents cite the lack of integration between systems as the greatest barrier to overcoming this shocking waste of resource.

With this in mind, the vast majority of respondents (95 per cent) believe reducing clerical and administrative work through technology will be a key initiative as the impact of the CSR takes effect. This is closely followed by introducing citizen self-services (92 per cent) and mobile working (85 per cent).  However, there is realism over the budgets available for technology spend: only 68 per cent will replace current technology but 91 per cent are likely to increase their integration projects to drive more value from these existing systems.

Integration and CRM Report2011

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