Download - 2005 Indiana GIS Conference
2005 Indiana GIS Conference2005 Indiana GIS Conference
Integrating GIS with CRMIntegrating GIS with CRM
Andy LaudickAndy Laudick
City of IndianapolisCity of Indianapolis
Project OverviewProject Overview
What is CRM?What is CRM? History of the Mayors Action CenterHistory of the Mayors Action Center Who were the Stakeholders?Who were the Stakeholders? Mayor Peterson’s CRM VisionMayor Peterson’s CRM Vision Pre CRM SymptomsPre CRM Symptoms CRM SolutionCRM Solution Benefits of CRMBenefits of CRM CRM ApproachCRM Approach
What is CRM?What is CRM?
CRM is an integrated approach to identifying problems, CRM is an integrated approach to identifying problems, acquiring accurate information, and communicating with acquiring accurate information, and communicating with citizens. CRM empowers one to manage and coordinate citizens. CRM empowers one to manage and coordinate citizen interactions across multiple channels, citizen interactions across multiple channels, departments, lines of business, and geographies. CRM departments, lines of business, and geographies. CRM helps organizations improve citizen service, increase helps organizations improve citizen service, increase accuracy, become more accountable, and provide better accuracy, become more accountable, and provide better information.information.
History of the MACHistory of the MAC
What is the MAC?What is the MAC?
Who were the Stakeholders?Who were the Stakeholders?
Mayor’s Action CenterMayor’s Action Center Mayor’s OfficeMayor’s Office Department of Public Works (DPW)Department of Public Works (DPW) Animal Care and Control (ACC)Animal Care and Control (ACC) Department of Metropolitan Development (DMD)Department of Metropolitan Development (DMD)
Division of ComplianceDivision of Compliance
Township AdministrationTownship Administration Geospatial Information Services (GIS)Geospatial Information Services (GIS) Information Services Agency (ISA)Information Services Agency (ISA)
Mayor Peterson’s CRM VisionMayor Peterson’s CRM Vision
Improve citizen serviceImprove citizen service Increase accuracyIncrease accuracy More accountabilityMore accountability Better availability of informationBetter availability of information
Put information closer to citizensPut information closer to citizens Make it more accessible – anytime, anyplace, any Make it more accessible – anytime, anyplace, any
methodmethod
Pre CRM SymptomsPre CRM Symptoms
Lack of integrated systemsLack of integrated systems Lack of visibility of complete view of citizen or Lack of visibility of complete view of citizen or
locationlocation Data integrity problems (i.e., un-validated Data integrity problems (i.e., un-validated
addresses) addresses) Citizens not satisfied their issues are being resolvedCitizens not satisfied their issues are being resolved
CRM SolutionCRM Solution CRM: end-to-end solutionCRM: end-to-end solution
Robust call center functionality for Mayor’s Action CenterRobust call center functionality for Mayor’s Action Center Service request intakeService request intake Correspondence tracking for Mayor’s OfficeCorrespondence tracking for Mayor’s Office Broad executive reportingBroad executive reporting
Integration capabilitiesIntegration capabilities Ability to tie City information togetherAbility to tie City information together Linking work order management systems and GIS/Master Address database into CRM Linking work order management systems and GIS/Master Address database into CRM
solutionsolution Technology factorsTechnology factors
Pure web architecturePure web architecture Integration architectureIntegration architecture Flexibility and adaptabilityFlexibility and adaptability
Citizen web portalCitizen web portal Enable citizens to request City services through portal linked to Indygov.orgEnable citizens to request City services through portal linked to Indygov.org Seamless and real-time update to core CRM databaseSeamless and real-time update to core CRM database
Other key factorsOther key factors Section 508 (ADA) compliant Section 508 (ADA) compliant Ease of deployment of upgrades and enhancementsEase of deployment of upgrades and enhancements
Benefits of CRMBenefits of CRM
Data entry savings Citizen self service – not only drives improved citizen services but also
reduces operation costs Automated integration – prevents duplicate data entry Improved validation prevents downstream error correction
Streamlined operations Reduced “paper chase” – eliminating faxes and reconciliation activities
due to manual handoffs Improved efficiencies of City inspectors and crews – more accurate
location information means finding the correct location the first time Improved service provider management
Ability to correlate service providers to issues and complaints Monitoring Service Level Agreements Internal service provider accountability metrics such as score cards Improves City’s ability to monitor 3rd party arrangements
CRM ApproachCRM Approach
Road MapRoad Map
GoalsGoals
BenefitsBenefits
Baseline MetricsBaseline Metrics
StrategyStrategy
(People, Process, Tech.)(People, Process, Tech.)
TimelineTimeline
Cost estimatesCost estimates
Technology Evaluation Technology Evaluation
and Selectionand Selection
ImplementationImplementationTechnology ReviewTechnology Review
Technology ProcurementTechnology Procurement
& Selection& Selection Software InstallationSoftware Installation
DesignDesign
ConfigurationConfiguration
IntegrationIntegration
TestingTesting
TrainingTraining
DeploymentDeployment
Phased Approach
(Repeat)
2-4 months2-4 months
2-3 months2-3 months
3 month phases3 month phases
Completed June 21, 2004Completed June 21, 2004
Throwing the Switch - 3, 2, 1…Throwing the Switch - 3, 2, 1…
How and What did we do…How and What did we do…
Project TeamProject Team System EnvironmentsSystem Environments
SiebelSiebel GISGIS
Siebel CRM SolutionSiebel CRM Solution How CRM is integrated within the CityHow CRM is integrated within the City
Department of Public Works (DPW)Department of Public Works (DPW) Division of Compliance (DMD)Division of Compliance (DMD)
Health and Hospital CorporationHealth and Hospital Corporation Animal Care and Control (ACC)Animal Care and Control (ACC) Geospatial Information Services (GIS)Geospatial Information Services (GIS)
Overview of Citizen Web PortalOverview of Citizen Web Portal Overview of Siebel ApplicationOverview of Siebel Application
Project TeamProject Team
Tier1 Innovation – Prime ContractorTier1 Innovation – Prime Contractor Siebel Certified Gold PartnerSiebel Certified Gold Partner
PSComm – Sub ContractorPSComm – Sub Contractor Founder of 311 ConceptFounder of 311 Concept
Siebel SystemsSiebel Systems Leading CRM SoftwareLeading CRM Software
PSComm LLCCity CRM Expertise
(Over XX City CRM Solutions)
Siebel SoftwareCRM Software
PSComm, LLCSiebel Software, Inc.
Tier1 Innovation, LLC
Siebel EnvironmentSiebel Environment
Siebel 7.5 Siebel 7.5 Web ClientWeb Client
Web ServerWeb Server Application ServerApplication Server
Microsoft 2000 ServerMicrosoft 2000 ServerIIS 5.0IIS 5.0
Oracle 9.2.0.4Oracle 9.2.0.4Sun SolarisSun Solaris
Database ServerDatabase Server
Microsoft 2000 ServerMicrosoft 2000 ServerIIS 5.0IIS 5.0
ArcGISArcGISServer 9Server 9
GIS EnvironmentGIS Environment
ArcGIS 9ArcGIS 9Windows XPWindows XP
ArcSDEArcSDE
Static DB (View Data):Static DB (View Data):SDE 8.3 on Oracle 9iSDE 8.3 on Oracle 9iSun SolarisSun Solaris
Dynamic DB (Edit Data):Dynamic DB (Edit Data):SDE 9.0 on Oracle 10gSDE 9.0 on Oracle 10gSun SolarisSun Solaris
ArcIMS 9ArcIMS 9
ArcGISArcGISServer 9Server 9
Application Server:Application Server:Windows 2003 / IIS 6.0Windows 2003 / IIS 6.0
Application ServerApplication ServerWindows 2003 / IIS 6.0Windows 2003 / IIS 6.0.NET ADF.NET ADFVMWare Virtual MachineVMWare Virtual Machine
Spatial Server: (2)Spatial Server: (2)Sun SolarisSun Solaris
Siebel CRM SolutionSiebel CRM Solution CRM Solution
Siebel CitizenPortal
Integrated with IndyGov,Phase III
Citizens
Siebel 7 DBCitizens & Locations
(Issues, Requests, Cases)
MasterAddress DB
(MAD)
Township andDept.
Administrators
Mayor’sAction Center
Mayor’s Office
GIS(Spatial Data)
HansenIMS
Chameleon
AccelaTidemark
RepoInfo(Last Chance)
Siebel 7 Fully Web-based Correspondence tracking
and generation Citizen tracking Service provider tracking Case management Service requests intake and
management Solution management Issue tracking Work flow (escalation) Assignment manager JAWs integration
Sie
bel I
nteg
ratio
nA
rchi
tect
ureTelephone
Fax/Scanner
Email/US Mail
Email Phases I & IIPortal Input, Phase III
City Operational Systems
Dep
artm
ents
Phase I
Phase II
Phase III/future
Missing in RFP
23 Users
20 - 25Users
ManagementReporting
Trend Analysis
ExecutiveDashboard
Reopen/Recall Report
Overview of IntegrationsOverview of Integrations
IntegrationsIntegrations Department of Public Works (DPW)Department of Public Works (DPW) Division of Compliance (DMD)Division of Compliance (DMD)
Health and Hospital CorporationHealth and Hospital Corporation
Animal Care and Control (ACC)Animal Care and Control (ACC) Geospatial Information Services (GIS)Geospatial Information Services (GIS)
Department of Public WorksDepartment of Public Works
Service Request
Siebel DPW SR? Staging DBRecord
Flagged forHansen?
Hansen
InsertSuccessful?
Insert
Workflow Policy(DatabaseTriggers)
Yes(Insert SR Record)
Yes
Yes(Return DPW SR # and Update flags)
No(Montor for DPW
SRs)
No(Monitor for
Hansen flagged Records)
Siebel to Hansen Workflow (New SR)Siebel to Hansen Workflow (New SR)
Siebel integrates with Hansen so DPW can receive service Siebel integrates with Hansen so DPW can receive service requests from the MACrequests from the MAC
Service Requests created in Hansen will be sent to Siebel with Service Requests created in Hansen will be sent to Siebel with update informationupdate information
Workflow uses database triggers to pass informationWorkflow uses database triggers to pass information
Department of Metropolitan Department of Metropolitan DevelopmentDevelopment
Siebel to Tidemark Workflow (New SR)Siebel to Tidemark Workflow (New SR)
Siebel integrates with Tidemark so DMD can receive service Siebel integrates with Tidemark so DMD can receive service requests from the MACrequests from the MAC
Service Requests created in Tidemark will be sent to Siebel Service Requests created in Tidemark will be sent to Siebel with update informationwith update information
Workflow uses database triggers to pass informationWorkflow uses database triggers to pass information
Service Request(INV)
Siebel DMD SR? Staging DBRecord
Flagged forTidemark?
Tidemark
InsertSuccessful?
Insert
Workflow Policy(Database Triggers)
Yes(Insert SR Record)
Yes
Yes(Update stage record w/Case #)
No(Montor for DMD SRs)
No(Monitor for
Tidemark flagged Records)
Update Siebel Recordw/ Case #
&Flag record for Clean up
Animal Care and ControlAnimal Care and Control
Siebel to Chameleon Workflow (New SR)Siebel to Chameleon Workflow (New SR)
Siebel integrates with Chameleon so ACC can receive service Siebel integrates with Chameleon so ACC can receive service requests from the MACrequests from the MAC
Service Requests created in Chameleon will be sent to Siebel Service Requests created in Chameleon will be sent to Siebel with update informationwith update information
Workflow uses database triggers to pass informationWorkflow uses database triggers to pass information
Service Request(ACC type)
Siebel ACC SR? Staging DBRecord
Flagged forChameleon?
Chameleon
InsertSuccessful?
Insert
Workflow Policy(Database Triggers)
Yes(Insert SR Record)
Yes
Yes(Update stage record w/Activity #)
No(Montor for ACC SRs)
No(Monitor for
Chameleon flagged Records)
Update Siebel Recordw/ Activity #
&Flag record for Clean up
Geospatial Information ServicesGeospatial Information Services
Siebel to MAD WorkflowSiebel to MAD Workflow
Siebel integrates with MAD so it will return a valid address Siebel integrates with MAD so it will return a valid address CSR has the ability to pick from a list of candidatesCSR has the ability to pick from a list of candidates CSR can enter a new address, if one is not returned it is CSR can enter a new address, if one is not returned it is
flagged as non-validflagged as non-valid
Enter AddressReturn
subset ofAddresses
AddressAvailable
Create NewAddress
(Override Flag)
No
Yes Save AddressQuery forAddress
Siebel MAD SiebelSiebel
Geospatial Information ServicesGeospatial Information Services
Overview of Web ServicesOverview of Web Services
Siebel integrates with a web service using ArcGIS 9 Server Siebel integrates with a web service using ArcGIS 9 Server Technology from ESRITechnology from ESRI Web Service 1 - Address ValidationWeb Service 1 - Address Validation Web Service 2 - Point-in-PolygonWeb Service 2 - Point-in-Polygon
Web Service uses XML, SOAP and WSDL protocalsWeb Service uses XML, SOAP and WSDL protocals
BusinessService
MasterAddress
DB
Address ValidationTool
(Web Service)
Request
ResponseVBC
BusinessService
Gov_ProfileDB
Address ValidationTool
(Web Service)
Request
ResponseVBC
Address ValidationAddress Validation
Point-in-PolygonPoint-in-Polygon
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Siebel EnvironmentSiebel Environment
Citizen Web PortalCitizen Web Portal
Citizen Web PortalCitizen Web Portal
The Citizen Web Portal provides constituents the ability to The Citizen Web Portal provides constituents the ability to access the MAC via the Internet.access the MAC via the Internet.
Citizens will submit a service request, search their service Citizens will submit a service request, search their service requests, access directory information, and view frequently requests, access directory information, and view frequently asked questions.asked questions.
Citizen Web PortalCitizen Web Portal
HomepageHomepage
Citizen Web PortalCitizen Web Portal
Submit a Service RequestSubmit a Service Request
Citizen Web PortalCitizen Web Portal
Search a Service RequestSearch a Service Request
Citizen Web PortalCitizen Web Portal
Service Request DetailService Request Detail
Citizen Web PortalCitizen Web Portal
DirectoryDirectory
Citizen Web PortalCitizen Web Portal
Frequently Asked QuestionsFrequently Asked Questions
Questions…Questions…