London, UK, March 23, 2005

World-leading government transformation expertise from global IT services provider, CGI, made its mark today at the official opening of Customer Service Direct's (CSD) ‘single window' citizens' centre in Suffolk - the first of its kind in the UK, integrating the delivery of both county and district services.

CGI is a key player in the pioneering partnership with Suffolk County Council, Mid Suffolk District Council and BT, formed to provide easier access to council services and help authorities to meet the service targets set by central government.

World-leading government transformation expertise from global IT services provider, CGI, made its mark today at the official opening of Customer Service Direct's (CSD) ‘single window' citizens' centre in Suffolk - the first of its kind in the UK, integrating the delivery of both county and district services.

CGI is a key player in the pioneering partnership with Suffolk County Council, Mid Suffolk District Council and BT, formed to provide easier access to council services and help authorities to meet the service targets set by central government.

Citizens within the Mid Suffolk District Council area can now have county and district service transactions and queries resolved during a single visit or contact, by customer-focused staff who have been specially equipped, prepared and trained by CGI to provide a competent, accurate and timely service.

CGI consultants worked with the councils to develop the department within CSD that manages the Public Access Programme, hired and trained the staff, designed and delivered the technology for the service centre and delivered the cultural change that has made it simpler and easier for citizens to obtain district and county services at Stowmarket. CGI also leads the staff and organisational improvements in CSD's Information and Communications Technology, Human Resources and Finance departments.

Drawing heavily on its expertise in delivering customer-orientated services in New Brunswick, Canada, CGI allows Suffolk citizens to access public services by telephone, over the Internet, or face-to-face through the customer service centre in Stowmarket. Meeting exceptionally challenging deadlines, CGI used its rapid deployment approach to complete the service centre in just over six months.

“We've not only made it easier and simpler for citizens to obtain services by putting all services in one place, but we are also open longer hours each day including Saturdays. In addition, we've put control in citizens' hands by making it possible for them to obtain services on the Internet and over the phone where and when they choose,” said Bob Cunningham, chief executive, CSD. “We expect almost all enquiries to be answered at the first point of contact, which has and will continue to have a significant impact on the quality of our service and the time that the public spends dealing with the councils.”

“At the heart of all issues within local government is people serving people,” said CGI's managing director for Northern Europe, Gavin Chapman. “Transforming service delivery requires a huge cultural shift and it is the ability to deliver this cultural change that will ensure sustainable success. After all, single window government must work for the citizen if it's going to be effective.”

With all services realigned to meet citizens' needs and expectations, Suffolk's customers are reaping significant benefits, including better services, speed and efficiency. “When I visited the Bureau I was extremely impressed with the enthusiasm and efficiency of the staff and their ability to serve the public quickly and seamlessly,” said Sara Michell, deputy leader at Mid Suffolk District Council. “One customer that day had four separate queries dealt with while her children were kept happy with the toys provided.”

Enthusiastic, caring and committed staff with a passion for service excellence is at the core of customer satisfaction. “I really enjoy my job, with some fantastic people to work with. Working here has the “wow factor” that you need to get out of bed in the morning,” concluded a staff member at Stowmarket service centre.

Application of CGI's approach to service improvement in New Brunswick has almost doubled levels of customer satisfaction from 54% to 92%. Suffolk councils also expect to see a significant rise in customer satisfaction this year because of this sea change in the delivery of service.

About CGI
Founded in 1976, CGI is among the largest independent information technology and business process services firms in the world. CGI and its affiliated companies employ approximately 25,000 professionals. CGI provides end-to-end IT and business process services to clients worldwide from offices in Canada, the United States, Europe, Asia Pacific as well as from centres of excellence in Canada, the US, Europe and India. CGI's annualised revenue run-rate is currently CDN$3.8 billion (US$3.1 billion) and at December 31, 2004, CGI's order backlog was CDN$13.0 billion (US$10.8 billion). CGI's shares are listed on the TSX (GIB.SV.A) and the NYSE (GIB) and are included in the S&P/TSX Composite Index as well as the S&P/TSX Capped Information Technology and MidCap Indices. Website: www.cgi.com.

 
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