Mailsource works to improve communications at Northants CC

29 April 2008

MailSource UK is working with Northamptonshire County Council to enhance its delivery of customer services. It will provide mailroom, inbound mail scanning, indexing and central reprographics, including the digital processing of all incoming mail, and handling and indexing incoming SMS messages, web forms, faxes and e-mails.

MailSource UK supports Northamptonshire County Council in delivering customer service excellence

The Council currently handles thousands of customer enquiries per working day by telephone, post and in person. A dedicated Customer Service Centre is being created by the Council to act as a new single point of contact for all enquiries; ensuring an even better service and experience for customers when they contact the Council.

The Centre’s ability to successfully meet service objectives will depend in part upon efficient management of the enquiries received by post each day. For customer satisfaction it’s important that response times to correspondence is reduced and that the relevant Council employee dealing with a customer’s enquiry; whether by phone, post or in person; has instant access to the existing correspondence on their file.

MailSource UK will ensure all incoming mail is scanned and electronically delivered to the relevant Council employees the same day. The Council receives over 3,000 pieces of mail a day. About 90% of these will be scanned and turned into an electronic document. Employees will then receive a daily email directing them to an online folder where they can view their post.

Councillor Andre Gonzalez de Savage, Northamptonshire County Council cabinet member for commercial operations and asset management said: “We are absolutely committed to improving the experience all our customers receive when they contact the Council. For those residents who prefer to contact the Council by writing, the new technology from MailSource UK will better enable us to ensure that when we receive their post, it will go straight to the right person to be dealt with as quickly and effectively as possible.“

Commenting on the contract, CEO of MailSource UK, Markus Becker, said: “We are extremely pleased to be working with Northamptonshire County Council. The mailroom is being transformed by technology; it is no longer just a place for incoming and outgoing mail but an information centre playing a critical business role for the organisation in logging, scanning and storing information.”

The project will begin at two Council sites; County Hall and John Dryden House, Northampton. Plans are for the project to roll out across the whole of the Council in forthcoming months. Existing mailroom staff will transfer over to MailSource UK.