Customer contact and ICT publications

These publications are aimed at providing support to partners in the development of their customer contact and ICT strategies. The rich picture for the Connected London vision was revised in August 2010 to acknowledge progress made by London partners. The reports were all produced through workshops and consultations with stakeholders. Supporting evidence has come through benchmarking exercises for customer contact (commissioned by Capital Ambition) and ICT (provided by SOCITM. Both benchmarking exercises were undertaken by 24 local London authorities and their detailed reports are only available to subscribing members.

• Customer services – summary of research and advice Opens in a new window
• Connected London vision – rich picture Opens in a new window
• Customer contact model and ICT architecture report (PA Consulting)
• Customer Services Workbook Opens in a new window – case studies from London partners
• Web and Mobile Strategy Opens in a new window(Fortune Cookie / PPL)
• Customer contact strategy Opens in a new window (Red Quadrant and Sector)
• Customer contact strategy with research work  Opens in a new window (Red Quadrant and Sector)

For further information please contact CA-PMO@londoncouncils.gov.uk