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Merton Joins-Up for E-Delivery

16 April 2003

The London Borough of Merton is implementing a new tool that provides a single, up-to-date view of citizens across the Council's multiple systems.

The solution will enable council staff to track all interactions with individuals via a web browser, regardless of whether contact is made via a call centre or using online self-service.  The sharing of information means that citizens need only notify the Council of changes to their name and address once, and all systems will be updated automatically.

Merton now plans to extend the use of the MultiVue tool, provided by VisionWare, to incorporate all of its legacy systems, including revenue, benefits, document management and CRM.

Gurmel Bansal, Merton's Head of IT Services commented: "We have multiple databases holding people and property related information, but we need a single view of the citizen across Merton, enabling us to target our services based on the needs of citizens.

"Merton is an early adopter of the people and property concept and MultiVue assists us to deal with the issues facing individual citizens such as targeting services for at-risk children."

Bansal continued: "We see MultiVue as the fundamental element to facilitate joined-up working and the springboard for us to start sharing information with other local partners, such as healthcare."

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