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While predominantly these customers constitute the people who live in our area, they also include people who visit us, and the people who work with us. Whoever they are, our customers make contact to a wide range of council staff, through various channels, and at all times of day and night. And the reasons they contact us will be for a wide range of reasons. Crucially, the way we record and store the contact including what it concerns and action taken also varies. So the Challenge is - How can we better understand our data to improve all aspects of our services? We're looking for a solution to help us collect customer contacts [everything about, and resulting from them] from the different channels used, in an easy and user friendly manner. 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