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VisionWare and Serco Partner to Enable ‘Digital by Default’ Strategy

(PRWEB) June 27, 2012

Combining VisionWare’s Master Data Management solution MultiVue with Serco’s e-services solution, councils can engage their customers online providing a more positive experience. With this new digital offering, councils can reduce the costs of delivering services by minimising the quantity of costly face to face or telephone enquiries and moving customers onto digital channels. MultiVue is a key component of the e-services solution providing an accurate and trustworthy identity of the customer viewed through Lagan or Dynamics CRM.

Serco is one of the world’s leading Business Process Outsourcing suppliers and provides transformational solutions which enable positive outcomes for citizens and significant cost reductions through deployment of a wide range of e-services to public and private sector organisations, these include CRM, e-procurement and e-commerce.

VisionWare are very familiar with the concept of 'Digital by Default' and the push in customer services to deliver ever more efficiencies. Many of their customers in councils are migrating access to cheaper channels. Not only does on-line communication benefit the customer and provide a better overall customer experience but the cost savings to a council are significant as well.

Lindsay Ross, Director of Marketing, UK said “Hertfordshire County Council are well underway with their ‘Customer Transformation Programme’ with Serco – part of their Council for the Future initiative. A key tenet of this is enabling the self-reliant citizen - to shift contact from face to face and paper based communications with cheque payments to telephone based and online services. Derby, Peterborough and Enfield councils are also working in partnership with VisionWare and Serco, utilizing their e -services solution to move customers to online services helping to reduce costs and improve customer service delivery. Our customers know first-hand the cost savings to be had from a digital communication strategy or otherwise known as ‘Channel Shifting’ and the increase in customer satisfaction as a result.”

Nigel Bates, Sector Development Director at Serco comments: "MultiVue is a pivotal part of our e-services solution. It provides a trustworthy and predictable view of customer identity by rationalising names to give the Single Customer View through CRM. Partnering with VisionWare has helped us to resolve real business issues in Local Authorities rather than technology ones - such as the big challenge for a Local Authority to have accurate and trustworthy customer data. Helping customers to resolve these challenges with MultiVue in our e-services stack makes our value proposition much more competitive and compelling."

About VisionWare

VisionWare is a Master Data Management (MDM) Company. Their MDM solutions enable organisations in Healthcare and the Public Sector to create, maintain and leverage a single, trusted, shareable 'view of the truth' to support business improvement. MultiVue, VisionWare's MDM solution, enables organizations to reduce costs, better manage risk, drive revenues and increase efficiencies by minimizing the time and expense associated with manual data cleansing and empowering users with accurate and current information for more informed and faster decision making.

VisionWare's customers span across Northern America and are the recognised leading MDM provider in UK Local Government with over 30% of local authorities using MultiVue. For the last 5 years VisionWare has achieved industry recognition in the Gartner Magic Quadrant for Master Data Management of Customer Data. Founded in 1993, VisionWare is headquartered in Glasgow, Scotland and has offices in Newton MA. For more information, visit

About Serco

Serco is a FTSE 100 international service company, which combines commercial know-how with a deep public service ethos.

Around the world, they improve essential services by managing people, processes, technology and assets more effectively. They advise policy makers, design innovative solutions, integrate systems and - most of all - deliver to the public.

Their global BPO business has over 50,000 employees across 98 locations, with a presence in 10 countries providing the complete spectrum of business services to customers in the public and private sector around the world.

As a dynamic global service organisation, their people have the expertise and intimate knowledge of their customers’ markets as well as best practice processes and technologies to exceed expectations. They have the vision, agility and determination to deliver cutting-edge business process solutions and set ever-higher standards in the markets they serve.

Serco currently delivers a range of services to local government including business process outsourcing (BPO), property management, procurement, economic development to facilities management, information communications technology to environmental services, supporting local authorities to deliver services to millions of UK citizens daily.

In the last four years Serco has signed strategic partnerships with Glasgow City Council, Hertfordshire County Council and Peterborough City Council as well as several shared service contracts with local authorities including Enfield Council and Derby City Council.

More information can be found at

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Source: PRWeb
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