PracticeConsultingNews: Government calls up

News: Government calls up

Two-thirds of Scottish government organisations are planning to expand call centre facilities, which should improve the quality of service to the general public and businesses.

Call centres in the Scottish public sector, a report by the Scottish Executive and CMG Admiral, says many of these initiatives have been taken up by local authorities ahead of the initial 2005 deadline of the Modernising Government programme. It shows nearly all of the organisations have some basic support for its call centres but are turning to computer telephony integration (CTI) or CRM systems to create a complete solution.

John Muir, MD of CMG Admiral Scotland, believes the report is very encouraging for the call centre industry. “There is a great deal of work to be done to ensure new technology is thoughtfully and creatively used to deliver better services to the public.”

Peter Peacock, deputy minister for finance and local government, said: “The key principle behind our modernising government agenda is to put consumers at the centre of all public service delivery.”

For a copy of the report call CMG Admiral on 0141 249 5300.

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