Datapoint & Transformational Agendas For National/Local Government
Datapoint is a systems integrator for organisational and call centre communication. We co-design and support solutions that enable effective interaction between work colleagues and citizen communities. These directly support the core themes within national and local government agendas such as avoidable contact, service transformation, shared services and mobile access for ‘in the community’ workforces.
We recognise the journey to joined up service provision is one of transformation. Although current and next generation technologies provide a framework for the convergence of information, workflow and communication, an effective organisational context that aligns and supports associated working practices and culture is a necessary precondition for success.
Datapoint is therefore not just a technology partner. Our education, consulting and training services are embedded throughout our solution lifecycles to ensure that full value from an investment is realised beyond the intentions expressed at the business case stage. We run a well regarded programme of best practice forums that provide accelerated access to latest thinking and deployments from both public and private sectors.
Our InnovationLABs, in which next generation technologies are showcased, provide hands on experience of how a new solution would function and fit into your service roadmap. And in many cases, we have developed low risk pilots to allow operational benchmarking for more reliable business case development.
Our solutions portfolio has relevance to many of the key themes that have been developing over the current period of transformational agenda setting. Our roadmap for delivering ‘Segmented Customer Service’ directly matches the intention to provide citizens with a more personalised service experience. It also tackles the issue of avoidable contact and brings fresh thinking as to how the cost of live phone service can be reduced in line with Varney recommendations.
Another building block of our portfolio is ‘Performance Optimisation’. Its intention is to help customer service leaders develop a consistently high performance culture and therefore optimise their investment in ‘live’ service provision. Our approach extends beyond traditional performance and quality management solutions which are restricted in their effectiveness through the limited impact that manual sampling has on managing the full volume of citizen interactions that flow through call centres.
The next category of solutions in Datapoint’s portfolio is ‘Customer Insight’. This is a key strategic ambition for national and local agendas for its value as a catalyst to ongoing development of the ‘citizen focused’ delivery model and the continuous improvement cycle that can then be built into organisational life. Learning directly from the way citizens talk about their needs and being able to rapidly quantify best practice and service failures provides both the metrics and the detailed evidence needed to manage this aspect of the service transformation agenda.
‘Enterprise Communications’ is the final strand of Datapoint’s portfolio. Many organisations are moving into the world of converged networks to support more cost effective communication services and easier integration of back office data and workflow systems with the multiple points of access that make up the customer interface. The world of unified communications is a balance between the competing demands of security, reliable performance and open access, so an experienced design team is crucial. Datapoint has absorbed extensive experience and best practice from many private sector international deployments to guarantee this competence.
Datapoint is sponsoring the Local Government IT Excellence Awards 2008 at this years' Socitm conference. If you are going then please come and see us at the event.