Case Study
published on Jul 08, 2003
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Report Overview:
Report Outline:
This BPO case study analyses Liverpool City Council's BPO contract with BT.
Liverpool City Council has established a joint venture with BT to deliver the following services:
- All council ITC services, including the implementation of a new CRM system
- Call centre services (branded Liverpool Direct)
- Revenue and benefits administration
- HR administration
- Payroll services.
This case study analyses an unusual contractual approach that may be more suited to government bodies than many of standard commercial approaches.