Client: Ministry of Finance of the Republic of Latvia
Time limit: 11 weeks
Background
Having selected an external consultant in an open competition, the Ministry of Finance carried out an independent assessment of the customer relationship management system (CRM) of the Central Finance and Contracting Agency (CFCA) to improve the quality of its services and to maintain customer satisfaction.
Two objective
Two main goals were set for the CRM assessment:
- Assess the CRM set up by the CFCA.
- Provide recommendations to improve the quality of CFCA services and to maintain customer satisfaction.
The main tasks
Performance of the main tasks of the CRM assessment was split into five steps:
- Assessing the quality of CFCA services, work culture, staff professionalism and competencies.
- Assessing the quality dimensions that CFCA customers find the most important.
- Analysing the model and methods developed by the CFCA for evaluating the quality of services.
- Assessing the CFCA service quality indicators and evaluation methods.
- Preparing recommendations for improving the quality system.
For the CRM assessment, PwC used both information in the public domain and information made available by the CFCA, as well as surveying and interviewing CFCA employees and customers.
The outcome
PwC drew up an assessment of the quality of the system and services, which included:
- A description of CFCA areas of operation and goals.
- A CRM assessment across project lifecycle stages (preparing the legal framework for aid programmes and activities, project application evaluation and selection, project implementation and project post‑implementation monitoring).
- An assessment of the quality of CFCA services, work culture, staff professionalism and competencies.
- An assessment of how the quality of CFCA services is ensured.
- Recommendations and an action plan for implementing PwC proposals to ensure a more efficient operation and development of the CRM.
Project implementation
The assessment was performed from the technical assistance funds available to the Ministry of Finance as the managing authority for EU funds in the EU Cohesion policy programming period 2021–2027.
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