An eye on efficiency

CBR presents a special report on the single customer view, in association with Experian QAS

Organisations in both the public and private sector have long sought a single customer view. The operational efficiencies and improvements to customer service that flow from a joined-up view of customers or citizens have meant that investments in technologies, services and best practices that help organisations achieve this goal generate an excellent return on investment.

Indeed, many organisations have already established that data quality initiatives should not just be one-off projects but an ongoing practice that is woven into the very fabric of their operations.

A report by the Audit Commission found that "at its worst, when public bodies hold inaccurate, incomplete or out-dated data, it not only affects the quality and cost of services - it can lead to tragic consequences".

This special report looks at the issue of data quality and the search for a single customer view in both local and central government, but there are some stark lessons here for private sector organisations too.

The special report contains three features:

One view to rule them all
There are around 300 million contact details held in the public sector - almost five for every citizen. Steve Evans delves into the challenges of having a single customer view in the public sector, and how organisations can overcome them.

Time for a talk
Local authorities are seeking to optimise their contact with citizens to improve services and reduce costs. But what can be learned by public and private sector organisations from the latest thinking in this area? Jason Stamper reports.

Smart government will be safer government
There are positive signs that central Government organisations are starting to work more effectively with citizen data to realise efficiency savings while reducing fraud and error. Gary Flood examines a shift in attitude as they drive similar efficiencies to private sector organisations.

The CBR Special Report: Single Customer View, in association with Experian QAS, is available here.

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