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View from the Top - Part
1 | Part
2
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PROFILE
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Mike Kenworthy
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Company: Castle Morpeth Borough
and Alnwick District Councils.
Interviewee: Mike Kenworthy.
Job Title: ICT partnership manager.
The Subject: Better access to council services, improved customer service and increased efficiency were the driving forces for Morpeth and Alnwick to implement a new CRM solution.
PERSONAL FILE
NAME: Mike Kenworthy.
BACKGROUND: Mike started out
as a professional rock drummer in the late 70s. His
first ‘real’ job was in advertising and marketing and
this path continued until about 20 years ago when he
switched careers and went into the hig-hrisk food production
industry.
Whilst working in this sector Mike
got his teeth into his first real IT projects, and during
this period he designed and developed production planning
systems, stock control applications and trace-back applications.
After leaving the food industry Mike
worked as a consultant for the financial sector in Edinburgh,
developing systems for the likes of Royal Bank of Scotland,
Aegon Asset Management and The Dunfermline Building
Society.
After a short stint working as a
consultant to the Scottish Council for Voluntary Organisations,
he joined Sunderland City Council as head of e-government.
then moved to head up the ICT for both Castle Morpeth
Borough Council and Alnwick District Council.
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Q: WHY WERE YOU LOOKING FOR A NEW CRM SYSTEM?
A: One of the first things I did on joining the council
was to conduct an audit of all the software and applications
being used, to determine if they were delivering value for
money and providing all the functionality we needed.
The highest level of dissatisfaction was with the CRM system.
Everyone hated it, it was difficult to use, did not have all
the capabilities we needed and on top of this it was expensive
– even spreading the cost over two councils. At the same time
I was also looking at our customer service and how we could
improve channel access to council services.
We finally decided the existing CRM system was beyond redemption,
that we should start from scratch and define our requirements
for a new system.
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Conspectus 2008
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Copyright © 2008
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