A method and system for providing customer service information provide a central database containing software modules for tasks and services and configurations for the modules. Information is received specifying a procedure to be carried out. Software modules relating to tasks forming part of the procedure are invoked, and the information indicative of appropriate configurations for the specified procedure is passed to the software modules. The software modules access the configurations, and instantiate operational tasks applying the configurations. The operational tasks are consolidated into an operational procedure, and the operational procedure is provided to an operative.