Case Study : St Albans City and District Council
St Albans City & District Council is the second-largest local authority in the UK county of Hertfordshire, delivering services to more than 140,000 citizens across 20 local wards. With an increase in visitor volumes during busy holiday seasons and additional pressure on the council to maintain high citizen service levels, the Council's citizen- facing communications estate struggles to handle the huge increase in demand.
Content Guru and Northgate Public Services provided a cloud-based solution for St Albans City & District Council, deploying a contact center and unified communications solution on the storm® Communications Integration™ platform. The platform allowed St Albans to rapidly phase out its legacy PBX estate and connect all staff to the cloud contact center solution via IP.
“For St Albans City & District Council, Northgate Public Services and Content Guru were able to decommission the existing PBX infrastructure and eliminate line rental fees and expensive ongoing maintenance costs across multiple sites, improving inbound and outbound communications and citizen satisfaction levels. The Council needed to quickly consolidate its communications estate and upgrade its ageing PBX systems. We were able to achieve this through the cloud model of storm. St Albans proved an excellent pathfinder project for the storm partnership between Northgate Public Services and Content Guru.”
Caroline Croft, Client Services Director, Northgate Public Services
storm VIEW™ allows real-time monitoring of agents.
storm intelligently routes inbound calls to self-service, reducing long queues and the amount of dropped calls.
storm’s iPath soft phone enables flexible working and saving the council money on mobile charges.