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BT AND GCI SIGN UP TO CUSTOMER SERVICES

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An LGC exclusive ...
An LGC exclusive

Suffolk CC and Mid Suffolk DC are to embark on a customer service contract with BT and CGI Group Inc.

The deal, which is the first of its kind involving a county and a district, aims to save money and provide a seamless experience for citizens by simplifying access to services.

One-stop shops are to be set up to deal with county and district services. They will be located within 15 minutes of 99% of Mid Suffolk residents. A single bureau will be set up to co-ordinate the services accessible at these offices.

There will also be a single point of access for health and social care, a short and simple list of telephone numbers, and a fully transactional website.

The deal is also the first to bring in a dedicated change management consultancy as a strategic partner, CGI. While BT provides the technology, and some change management expertise, CGI will deal with the detail of cultural change to ensure the new systems are embedded in working practices.

BT is planning to invest over£50m in new systems over the course of the contract, which is due to last 10

years.

The contract, which was signed on Tuesday, is worth£300m over its lifespan.

It is hoped the partnership can be rolled out to other districts in the Suffolk area.

The two councils also aim to respond to the message of the leaked Gershon review, which is calling for efficiency savings across the public sector (LGC, 20 February).

Suffolk leader Bryony Rudkin (Lab) said: 'No-one should have to hunt for basic services. I see older people

who live alone and depend on us for support. I know how frustrated they are when they go to our offices and are told the services they need are not handled there.

'The joint venture is all about becoming more customer-focused.'

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