Wakefield Council

Success Story

Wakefield Council transforms working practices to cut costs and realise £100,000 in efficiency savings with Unify.

New voice infrastructure based on the OpenScape platform, with OpenScape Voice and OpenScape Contact Center, enables agile working and helps staff deliver a flexible and dynamic service.

The Task

Wakefield Council’s Worksmart strategic transformation programme involves property rationalisation and the migration of over 2,500 employees into more flexible working environments to deliver a more strongly citizen-focused service. To achieve this, the Council required a resilient, cost-effective and flexible solution to support customer service and empower an agile workforce.

The Solution

Unify worked closely with the council to identify the potential and scope for mobile working and the type of work practices, business processes and ICT platforms needed to enable the best staff performance.

Unify implemented OpenScape Voice across the entire Council as well as restructuring the contact centre with OpenScape Contact Center to enable agents to more effectively and efficiently deal with around 300,000 queries annually.

The Benefits

The Council improved customer service through its contact centre and implemented flexible working practices. These will be further enhanced by the opening in 2012 of the Wakefield One headquarters, a state-of-the-art flexible workplace environment.

  • £100,000 efficiency savings based on rationalisation enabled by the OpenScape platform
  • 20 per cent increase in productivity in some services from a flexible working strategy
  • 225,000 commuter miles per year saved in one service by flexible working – equalling 65 tons of CO₂
  • £1.6 million savings achieved through property rationalisation.

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