Aberdeenshire Council is is rolling out customer relationship management (CRM) software from Northgate in a bid to improve services to citizens.

In a six-figure contract over five years – a first for the company in Scotland – Northgate will roll out its 'Front Office’ citizen-relationship management (CRM) system, which already has eight million users in England and Wales.

The company will also provide full integration to the council’s telephony and a range of back-office systems already provided by Northgate, including Revenues and Benefits, Housing, Planning, Building Control, and corporate Gazetteer.

The system will track individual requests and enquiries by citizens to make sure they are dealt with, give council bosses more extensive performance management information with which to monitor customer satisfaction.

Council CRM project manager, Morag Black said: “We are committed to delivering better service to our customers by empowering our staff through giving them access to the information they need. This new agreement will help us to make the most of the information we hold, and we are delighted to be working with Northgate to deliver further customer service improvements.

“We will empower our staff through giving them access to the information they need to serve citizens better. This five year CRM deal will help us to make the most of the information we hold.”.

This will enable Aberdeenshire Council to deliver continuous improvement to its 230,000 local citizens through providing high-quality, one-stop services; joining up front-office and back-office systems to allow staff instant access to the information they need; tracking the progress of citizens’ requests for service more effectively; delivering performance and other management information; and reducing the bureaucratic burden on staff.