Technology-aided customer relationship management.

The design, development and testing of a new CRM software for civil servants in the UK public sector.

This software was designed as an alternative to previous software that had usability flaws and low user satisfaction. The goal was to improve the functionality of the customer lifecycle management, effectively handle customer interactions, and efficiently process large amounts of data for a better customer experience.

The innovation aspect of this project included gathering input from various stakeholders, including product managers, designers, developers, and civil servants in management positions. Through multiple workshops and stakeholder discussions, several ideas were generated for further development, leading to numerous iterations of the product. The usability of the new software was rigorously tested in multiple sessions with participants in East Midlands and at the institution’s headquarters in London, ensuring that the final product was more usable and useful.

The impact of this project is significant, especially in the public sector, where efficient and effective CRM software can greatly enhance the work of civil servants. The new CRM software, with features like accessibility from various devices, reduced login time, and ease of finding information, improved the overall work experience for civil servants. This project represents a shift towards digital transformation in service delivery within the public sector, potentially influencing a large segment of government operations and impacting the market size and reach in this domain.