Crawley Borough Council uses BPM|Protos

08/11/2006

It is the aim of Crawley Borough Council to be widely regarded as a First Rate council.

To give the best customer service CBC introduced a ‘one stop shop’ Contact Centre. This means that the Customer Service Advisors (CSA’s) need to be clear on all aspects of the council and can take queries relating to any department.

BPM|Protos business process modelling software was the answer. All of the processes are available on the intranet. No matter what the query BPM|Protos leads the CSA through the processes, highlights the relevant questions to ask and provides the answers. This allows for quick and efficient service. BPM|Protos works alongside the CBC contact centre software.

Julie Watts the Project Officer responsible for the processes says “BPM|Protos gives us a ‘living document’”. When re-designing the processes Protos not only gives a description of what to do but hyperlinks to documents, e-forms, web pages and even some applications so all of the information is at the fingertips of the CSA as they take the call.

CBC has mapped and published over 60 complex processes in a 6 month period.

BPM|Protos is also widely used in the Planning Department.

For the full case study please downlad the pdf Crawley Borough Council Case Study.