Back office and customer service project given the green light
June 30, 2011 2 Comments
Last night (29 June), the business case for the New Support and Customer Service Organisation project was approved by Cabinet Resources Committee. This decision gives the council permission to proceed with the procurement process to find a strategic partner to deliver back office and customer services.
The private sector is well placed to provide support services at a lower cost than the council ever could. Specialist suppliers provide these services as their core business; they have access to industry expertise, they can take advantage of economies of scale, and they can access the latest and best technology to help them deliver better services.
Barnet’s customer services need significant investment to improve resident access to council services but the council simply doesn’t have the money. The private sector can provide the financial support we need to improve and modernise customer services.
I don’t believe residents are concerned about who provides back office services to the council. Indeed every time we, or other councils, ask residents how they want us to deal with a reduced budget, we are asked to reduce back office costs. Residents seem far more interested in Barnet doing what councils are supposed to do – delivering the best quality front line services. Over the life of the contract, we will make significant savings, which will free up resources for our highly rated core services.
You can read the business case on the Barnet Council website.