Today Local Authorities face significant challenges in how they operate and how they interact with the citizens they serve. Citizen expectations are growing, requests are increasing, and demands of the central government are continuing to expand. As Local Authorities strive for continuous improvements in delivery and seek to achieve cost reductions, they have never before faced such a demanding and dynamic operating environment.

Onyx® Software, a Consona™ CRM solution, is working with our Local Authority partners to meet these challenges head on - delivering world class Customer Relationship Management (based on our market-leading CRM solutions) and Knowledge Management (based on the KNOVA market-leading KM solution) solutions tailored for the specific requirements of our Local Authority customers. We are committed to supporting the Transformational Government Strategy within the UK local government sector by aligning best-in-class technology with day-to-day Local Authority practices.

The Onyx OneServe Employee Portal v6.0 solution offers:

• Award winning contact centre centralisation
• A single holistic view of the citizen and/or business
• Multi-department case and workload management
• A true shared services platform to support county and district as well as agency-partner configurations
• Industry leading process management capability that drives and monitors service delivery across departments
• World class analytics to support operational and strategic decision making

Our focus is to continue expanding our presence in all areas of citizen interaction starting with the release of OneServe KM, our self-service and knowledge management solution, that enables citizens to serve themselves online. We will continue to provide citizen-centric process improvement and expand our supporting services to ensure that you, our customer, get the maximum benefit from your investment.

HIGHLIGHTS

Varney White Paper - This Briefing Paper analyzes the practical implications of Sir David Varney's Treasury report, Service Transformation: A better service for citizens and businesses, a better deal for the taxpayer. Built around in-depth discussions with key customer service managers in the public sector, it asks whether the delivery of public sector services can be radically improved by transforming the main channels - e-services, contact centres and face-to-face - which citizens and businesses use to interact with government. Medway Council - "Onyx CRM’s world-class technology was well suited to our goals; however, an even bigger consideration for us was the company’s commitment to building a solution focusing on the needs of the customer first."