Rochdale Borough Council’s customer transformation programme

Rochdale Borough Council selected govService by Granicus to power the replacement and implementation of its existing Customer Relationship Management (CRM) platform as part of its more extensive Customer Transformation Programme.

govService will provide Rochdale with CRM functionality and empower residents with self-service capabilities to report, request, and apply for services. Rochdale will also use Granicus’ govDelivery to communicate with residents, ensuring they are kept informed, feel involved and are able to connect digitally.

The govService platform offers a variety of out-of-the-box government digital services that facilitate collaboration between departments and teams, enabling governments to digitise any resident request from permits, to licenses, to information requests with a single user interface.

“We are delighted to announce that Rochdale has selected Granicus to partner with them to provide the technology that will drive their customer transformation programme objectives,” said Ian Roberts, Managing Director, UK, at Granicus. “With govService and govDelivery, Granicus can empower Rochdale to bring together all customer-related information to deliver joined-up services designed from a customer’s perspective.”

Leveraging govService for its Customer Transformation Program, the council aims to empower itself to:

Enable customer requests to be dealt with at the first point of contact and keep customers informed about the progress of their request
Redesign the council’s systems and processes to ensure that customers only need to report or request a service once for it to be dealt with
Replace costly, labour-intensive tasks with automated and self-service options
Integrate systems to remove the need for duplication and manual re-keying of information

Julie Murphy, director of corporate services at Rochdale Borough Council added: “Granicus solutions are very customer focussed and they have demonstrated their ability to improve and standardise our customer journey whether residents use the phone, face to face or online channels. This technology will enable us to focus on our goals to exceed customer satisfaction coupled with making it easier for the contact centre to allocate tasks to back-office teams and stay up to date.”

Rochdale Borough Council’s Customer Transformation Programme, powered by Granicus, will work to redefine resident interaction and service delivery. govService enhances CRM functionality, enabling self-service for seamless reporting and requests. Simultaneously, govDelivery ensures residents stay informed and connected digitally. Together, these solutions streamline government services, fostering collaboration and digitizing customer requests to create a more efficient and citizen-centric experience.

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