Case Study: Haringey Council achieves enhanced citizen services and e-Government success with Capgemini

Haringey Council - Customer Case Study

Haringey Council faced the challenge of improving citizen services and meeting strict e-Government targets while also upgrading its existing Siebel CRM system and related customer service processes. In January 2005, the Council engaged Capgemini for e-Government strategy support, CRM expertise, and Siebel upgrade services to help deliver better, more efficient public services.

Capgemini implemented a programme management office, reorganized delivery resources, and led the upgrade of Haringey Council’s Siebel CRM using its Rightshore™ model with teams in the UK and India. The results included 100% achievement of the ODPM e-Government target, completion of 54 Priority Service Outcomes, a Siebel go-live within six months, and successful migration of customer records, addresses, and transaction history; over 200 users were trained, and citizens gained improved online and multi-channel access to council services.

Haringey Council

David Airey

IT Development Programme Manager