In the past, South Lanarkshire Council - the fifth largest local-government council in Scotland - handled public telephone contact in a variety of ways. Without a citizen focus, continuity of service between departments was patchy - and unlikely to improve because it was supported by little in the way of customer tracking. After years of routing citizens to different agencies for its various services, South Lanarkshire Council opened a new contact center built around Oracle's Customer Relationship Management (CRM) applications. The contact center offers citizens a one-stop resource for local government services, such as social services, housing and council tax, as well as amenities such as libraries and parks.
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