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November 4, 2004
Knowsley Metropolitan Borough Council Head of Information Society Technology, Awarded CIO of the Year with Onyx CRM Implementation
London, UK 4th November 2004 - Onyx Software is pleased to announce that Rod Matthews, Head of Information Society Technology for Knowsley Metropolitan Borough Council, has been awarded 'CIO of the Year' at the Computing Awards for Excellence. Computing, the leading technology weekly title in the UK, has recognised the Borough's pioneering technology strategies and cost savings, under Matthews' leadership.As a partner in the CRM National Project, funded by the Office of the Deputy Prime Minister, Knowsley Council sponsored a Return on Investment report by the NCC Group on the cost effectiveness of the implementation of Onyx Software's flagship CRM product tailored for local government needs. This report identified savings of £250,000 across just two service areas and the figure is expected to increase as the implementation of CRM in other service areas is analysed. Knowsley has further benefited from using Onyx CRM with the ability of capturing core data at the front office through eforms, and improved efficiency and quality of enquiry handling. The Council has already achieved its 2004 targets for electronic service delivery, beating its own original schedule by over three months and the e-government deadline by a year and a half.
Knowsley was identified as one of the top 5 most deprived areas in the UK in the Index of Multiple Deprivation 2004. Its dynamic IT department has used technology to improve services in the area as well as increase accessibility for residents, including having libraries stay open for longer with free access to internet and email. Leading the UK in best practice for developing e-governenment, Knowsley led the Enterprise Workflow National Project, and is a member of CRM, iDTV, FAME National Projects and the National Implementation Programme.
At the awards ceremony earlier this week in London, the announced winners collected their prizes, beating hundreds of entrants to receive one of the industry's prestigious accolades. "The Computing Awards for Excellence have established themselves as one of the most important events in the IT calendar", said Michael Gubbins, editor for Computing.
Commenting on his award, Rod Matthews says, "This award is a reflection of the support and belief of the elected members and the Councils Chief Officers. Having a great corporate plan that brings together outstanding partners like Onyx, Deloitte and Knowsley's IT department to work as one integrated team, is enabling the Council to achieve it's vision of being an excellent council, improving peoples' lives.
In addition to Knowsley, Onyx customers around the globe have been recognized for CRM excellence through various third party awards. Most recently, security software provider Netegrity was named the Mid-market CRM Suite Leader in CRM Magazine's prestigious 2004 Elite Awards. Michael Catalonello, senior vice president and chief sales executive of Reed Business Information, was also honoured by CRM Magazine as a "most influential leader" for 2004. Other Onyx customers to receive industry awards for CRM include University of Pittsburgh Medical Center, Amway and FSC Securities. In addition, Onyx Enterprise CRM has made the list of ISM's Top 15 CRM software packages for the 8th consecutive year, and Onyx was awarded Customer Inter@ction Solutions Magazine's 2004 CRM Excellence Award for the 3rd year in a row on the basis of technological excellence and vision, as well as demonstrated benefit to the customer base.
About Knowsley Metropolitan Borough Council Knowsley Metropolitan Borough Council (KMBC) serves a population of 154,000 and contains approximately 61,000 residential properties and 2,800 business premises in 22 electoral wards. KMBC is the only Council to have achieved three Beacon Council awards in one year, has Investor in People status and is involved in several "pathfinder" and "trailblazer" initiatives, including improving services through eGovernment. Since December 2002, 250 new electronic services have been added to the On Line portfolio, and 92.8% of visits are resolved at first point of contact in Knowsley's One Stop Shops. A multi-service Contact Centre answers all calls on average within four rings. KMBC's eGovernment agenda has seen the implementation of a brand new CRM system encompassing a range of generically provided front of house services. It focuses in the first instance on the housing benefits service, with clear plans for integration across the range of Council services in the next three years. The Benefits service has significantly improved performance on claims processing from 128 days in June 2002 to 47 days in September 2003.
About Onyx Software
Onyx Software, a worldwide leader in delivering successful CRM, offers a fast, cost-effective, usable solution that shares critical information among employees, customers and partners through three role-specific, Web services-based portals. The Onyx for Local Government solution, with versions developed specifically for UK and U.S. local governments, is being used by more than thirty local authorities across the globe including Knowsley Metropolitan Borough Council, Worcestershire County Council, Highland Council and Cambridgeshire County Council. The solution, which includes a desktop for call centre representatives, a citizen self-service portal and a robust reporting package, is helping local authorities share vital citizen-centric information across departments to provide higher levels of service, reduce operational costs and maintain accountability for departmental programs and services.
| Contact: | Natalie Bonney Mahseer 020 7434 2000 |
Charmaine Coutinho Mahseer 020 7434 2000 |
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