CRM for Neighbourhood Contact Centre (NCC) LIVE

Project details:

Organisation London Borough of Hackney
Department Housing
Collaboration Level Open To Conversation
Budget £0K > £50K
Key Contact Susan McFarland-Lyons
Phase start 30 September 2018
Phase Estimated end 16 November 2018


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Vision: To create a digital service that makes it easier to log customer contact so that residents enjoy better customer service; and so that Hackney can gain insight into citizens’ queries and concerns. MVP User Stories: Paying rent Sending links via email and SMS Ringing with a rent transaction query Setting up a standing order or direct debit Requesting a printed statement Wanting a refund Logging a call type and reason Writing notes to both CRM and Action Diary Sample Metric: Number of calls about rent should reduce as callers channel shift.




Status Updates

09 December 2018

  • Susan McFarland-Lyons

03 December 2018

  • Susan McFarland-Lyons

    We've been putting v2.0 through its paces this week ahead of rolling out to agents tomorrow. We're trying to cram in a few remaining usability tweaks today that will make all the difference to agents. Read more here:

16 November 2018

  • Heading to launch and working out how to generate reports and charts with our data in Qlik. See more at

12 November 2018

  • Entering our final sprint and preparing for our local government digital service standard assessment. See here for more

05 November 2018

  • Transactions are now displayed on our custom interface to MS Dynamics and we've started formulate our end-to-end testing plan with agents. More here

26 October 2018

  • Coding up stories around taking rent payments via our interface this week. See for more details

20 October 2018

  • We've gone live this week with our first piece of functionality that allows call centre agents to log call types and reasons and send out links to key services such as Pay My Rent site and Direct Debit forms via text or email on Gov.Notify. See for more.

08 October 2018

  • Working on Single Sign On and discussing the next sprint goal of Taking a Rent Payment. See for more details:

01 October 2018