Local authorities in Warwickshire have saved over £700,000 through a joint procurement programme, highlighted in a report on shared services by public sector IT user group, Socitm.

Six local authorities in Warwickshire participating in the Warwickshire Direct Partnership, jointly procured and now share a customer relationship management (CRM) system from Northgate Information Solutions.

The Socitm Insight Report, ‘Modern Public Services: shared services, Bigger, Cheaper, Better?’ published in November, says by jointly procuring
Northgate’s Front Office citizen-relationship management system, the authorities made savings of around £600,000.

The programme has gone on to deliver further savings in 2005-6, including joint procurement of site licences and connectors in the region of £80,000 and savings of £50,000 per annum by North Warwickshire Borough Council following the introduction of debit cards for service payments.

Apart from savings, the councils report improved customer service. They can now deal with enquiries and complaints, such as reports of broken street lights, on behalf of other Partnership members, providing a seamless service to local people.

The CRM system allows staff instant access to the information they need and enables them to track the progress of citizens requests for services more effectively and has reduced bureaucracy.

Tony Isaacs, programme manager at Warwickshire Direct Partnership, said: ‘The Warwickshire Direct Partnership is delivering effective and efficient services to local citizens through a truly collaborative approach. Each council has an equal say in the development of its work, and takes an equal share of the benefit.’

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