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New Service Platform for Citizens Energizes Council Performance

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Executive Summary

In order to serve its citizens more efficiently and effectively, council officials in the Royal Borough of Kingston upon Thames in the U.K. have implemented a citizen-centered tracking system, built upon the Microsoft Citizen Service Platform (CSP). The council is projecting 80 percent first-contact resolution rates as the system becomes more widely used. The council has implemented three key CSP components to enable better service delivery, Microsoft Dynamics CRM for citizen relationship management purposes and Microsoft Office SharePoint Server to help coordinate activities across the departments. Microsoft BizTalk Server is used to integrate data from the various council departments.

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