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London Borough of Camden Delivers Citizen Service with Pentaho

September 17, 2008 - London borough of Camden deployed Pentaho BI Suite Enterprise Edition as part of its ongoing efforts to deliver proven, best-in-class quality service to its 200,000 plus residents.

 

Camden is one of the top performing boroughs in London scoring the maximum four stars in the Audit Commission's comprehensive assessment. Camden Council has been a pioneer in using technology effectively to deliver best in class services to residents and businesses.

 

Camden's Housing Benefits and Council Tax departments use a customer relationship management (CRM) system to track services offered to residents visiting their offices. A set of key performance indicators (KPIs) were defined to monitor the progress of visitor requests, but prior to their Pentaho deployment, it was difficult and time consuming for business users to access current KPIs of contact centers.

 

With Pentaho, the organization now has the capability to monitor trends and allow business users to explore both summary and detail data, which is used to identify process bottlenecks to continually improve the quality of service provided to citizens living in Camden.

 

"Pentaho made it easy for us to deliver the sophisticated reports that we need to provide great service to our residents," said Alasdair Mangham, Head of Business Systems and Development at the London borough of Camden. "Graymatter provided the consulting expertise that complemented our Pentaho subscription to enable us to achieve success quickly and put a reliable long-term solution in place."


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