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CRM Report 2007

Integration, CRM and new technology survey 2007

In March 2000, the Prime Minister and the Cabinet published its vision for the modernisation and implementation of UK electronic Government and set a deadline of December 2005 for every council to be offering all its services on-line. Although progress was slow initially, more recent years have seen most Authorities make great strides forward. It is over the period since 2004, that ndl-metascybe has tracked this advance.

Covering Local Authorities in England, Scotland and Wales, 'Integration, CRM and new technology survey 2007' is the latest in the series of annual reports published by ndl-metascybe. By regularly and methodically interviewing over half the Authorities on the mainland, we have built a reliable picture of the adoption of a variety of technologies and their impact on the services offered by Local Government.

This year, our reputation and that of our earlier surveys has allowed us to drill deeper than ever before. The report answers a far ranging number of issues such as;

  • What is the penetration of CRM systems within Local Government and who are the suppliers of these systems. Is there now a trend towards CRM replacement?
  • What if any is the correlation between Authority CPA Star Rating and the level of Integration achieved by Councils?
  • How quickly are mobile technologies being adopted and what is it being used for? Are any issues slowing progress?
  • Do Authorities believe that they have actually achieved any Gershon efficiency savings and if so what is their value?
  • How many systems have been integrated by different authorities and what are they?
  • Which systems are seen as priorities for future integration and why have they not been done so far?
  • Is Government Connect happening, or is it "dead in the water"?
  • What challenges do Authorities perceive will be driving them in the coming year?

The 2007 report was officially released at the Socitm Annual Conference in Belfast on 14th-16th October 2007.

To request your complimentary copy of the complete report, click here.