Carmarthenshire County Council

Customised features

enhancing customer experiences

carmarthenshire

 

Daisy have been an excellent partner to work with ever since we first came into contact with them. The staff at Daisy always have our interests at heart so we know that if any issues arise the problems will be resolved quickly and effectively.

Justin Williams, Carmarthenshire County Council ICT Manager

The Background

Carmarthenshire County Council is the local government authority for the county of Carmarthenshire, South Wales. The council is responsible for providing and maintaining a range of public services including education, planning, transport and public safety, to more than 180,000 residents.

The Challenge

As an organisation that offers a range of public services, Carmarthenshire County Council required technology that would enable it to process a large amount of calls and queries, quickly and efficiently.

A provider that Daisy would later acquire had previously carried out an initial migration from the authority’s outdated traditional analogue end telephone systems to IP telephony in 2007. Since then Daisy has continued the project’s progress, but there was a need to refresh both software and hardware in order to align it with the latest requirements of the council.

The council also had a responsibility to be constantly available to its residents, therefore the need for a support team that was available 24/7, even during unplanned periods, was a necessity.

The Solution

To meet the council’s requirements, Daisy continually searched for the most applicable and cost-effective technologies. The most recent refresh was implemented to coincide with an offer Daisy was running on Mitel handsets.

The phones have a variety of helpful call management features including NuPoint Messenger – an application which helps the council control and simplify its messaging system which includes voicemails, faxes and emails.

With Carmarthenshire being a bilingual county, the council was also able to benefit from the application’s ability to offer the preferred language choice to a caller – in this case English or Welsh.

To cater for the council’s desire for round-the-clock support, Daisy also delivered a variable maintenance package that provides constant availability of local engineers whenever they required them.

The Result

Daisy is continuing to migrate all the council’s respective networks to IP telephony through specialist Mitel architects, enabling the council to benefit from more efficient call manageability, increased productivity and cost savings.

Justin Williams, Carmarthenshire County Council ICT Manager, said: “Daisy have been an excellent partner to work with ever since we first came into contact with them. The staff at Daisy always have our interests at heart so we know that if any issues arise the problems will be resolved quickly and effectively.

“While the products and services have enabled us to make cost savings, the solutions provided have also allowed us to simplify our infrastructure.With being a bilingual county the introduction of NuPoint messenger has allowed us to increase call efficiency – which ultimately improves our customer service.”

“With being a bilingual county the introduction of NuPoint messenger has allowed us to increase call efficiency – which ultimately improves our customer service.”

The Future

Daisy and Carmarthenshire County Council have regular scheduled meetings that involve a range of different staff including product managers, engineers and account managers. The purpose is to discuss any product enhancements or new technologies that are available that can help improve the council’s service.

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Duncan Gosling

About Duncan Gosling

Duncan Gosling is a Marketing Manager at Daisy Corporate Services.