The council for the Royal Borough of Kingston upon Thames in London, England, handles everything from housing and adult education to taxation and recycling for its 160,000 residents; all told, the council provides more than 600 services.

In the past, citizens frequently found it difficult to obtain information because they did not know where within the council to direct their specific inquiries and requests. Likewise, council employees faced problems with tracking interactions with citizens because each department used a different method for managing both the information and the follow-up processes that were necessary to fulfill a given request.

Kingston decided to create a centralized contact center that could act as a single point of contact for citizens built on Microsoft® Office SharePoint Server 2007; BizTalk Server 2006; Commerce Server 2007 and Microsoft Dynamics CRM.

Understand how Kingston transformed its delivery of services to the public and how they have become a more efficient organization, read their case study today.