September 20th 2007 Management Information Systems in Local Government - pulling it all together

Council services have been undergoing modernisation to bring them up to increasing customer expectations and also to enable access via the 'e-channels'. Most councils now have Customer Relationship Management systems, telephone Contact Centres, and transactional web portals. One additional benefit of having ITC enabled services is the ease at which we can gather detailed management information and metrics. It is the extraction of this data that provides crucial operational performance management, which is another key driver in local government. The challenge is pulling this information together into a convenient place that is readily accessible by supervisors and mangers to review day to day performance, sometimes in real time. Jane and Peter will describe how a simple MIS system was overlaid onto recently installed systems at Daventry District Council to provide real-time management information to operations teams.

Jane Perrin

Jane is a Business Analyst and has worked at Daventry District Council for 14 years. Recently she has played a key role in the procurement and implementation of a CRM system in its newly formed One Stop Shop and Contact Centre. She is currently involved in reviewing the delivery of service processes across the authority with a view to evaluating the viability of migrating them into the CRM as well as considering improvements.

Peter Parkes

Peter is a Member of both the BCS and SocITM, and a Chartered IT Professional (CITP). He has worked individually, with his company Peak Performance, and as an associate, with many local councils to help deliver their 'e-Government' and 'T-Government agendas', including Wellingborough, Northampton, Daventry, Milton Keynes, and Bedfordshire councils.

Location: Grendon Lecture Theatre
University of Northampton Park Campus
Boughton Green Road
Northampton
NN2 7AL


19:00 for 19:30 start

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Malcolm Collins MBCS CITP
Email and Membership Secretary
BCS Northampton Branch
PO Box 6416, Daventry NN11 4XL
e: malcolm.collins@bcs.org.uk
w: http://northampton.bcs.org

Both members and non-members are welcome. Follow this link for a map to the venue.
aboutus_howtofind.php

For further information on the event please contact;

Malcolm Collins MBCS CITP
Email and Membership Secretary
BCS Northampton Branch
PO Box 6416, Daventry NN11 4XL
e: malcolm.collins@bcs.org.uk
w: http://northampton.bcs.org

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