the impact of integration on crm and its role in delivering results …€¦ · © ndl-metascybe...
TRANSCRIPT
© ndl-metascybe 2007(C) ndl-metascybe 2008
Integration made Simple
Alan Arnott – 24th September 2008
The impact of integration
on CRM and its role in
delivering results from
NI14
© ndl-metascybe 2007(C) ndl-metascybe 2008
Agenda
ndl-metascybe
What’s happening in the world of integrated CRM
Different approaches to integration
Real world examples
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ndl-metascybe
Merger 2005 – NDL & Metascybe Systems
In business since 1979 ...
30+ Staff
Circa £3 million Turnover
Products ...
Terminal Emulation – LG, Central Gov, MoD, Finance, Others ...
Integration & Mobile – LG, Housing Associations, Others ...
© ndl-metascybe 2007(C) ndl-metascybe 2008
What’s happening in the world of integrated CRM ....ndl-metascybe ‘s 5th CRM survey – annually since 2004
“back-office systems integration up from 64% to 84% in the
course of 12 months”
“authorities have progressed from the planning stage of
implementation to actual integration”
Some issues ...
Mobile as well ...
This now features high on people’s agenda
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Different approaches to integration ..... The integration landscape
The drivers for integration
The benefits of an integrated environment
Challenges
The ‘ndl-metascybe approach’ to integration
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Drivers for Integration
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Policy
Gershon Review & e-Government
Sir David Varney Review & t-Government?
ICS / Every Child Matters
Respect Agenda
Decent Homes agenda
Unitary Status bids
Rogers & Regulatory Frameworks
Shared Services
Local Area Agreements
Multi agency
S.N.E.N.CPA / Star Ratings!
Common Assessment Framework
KPIs
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Efficiency
Resource Savings
Cost Savings
Eliminating errors
Reducing Admin Backlogs
Resources from the back office to the front line...
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Best Practice
One Stop / First Stop/ Only Stop - ‘One and Done’
Right service, right place, right time
More effective
Better use of resources
Better services for the citizen
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Technology Drivers
Call Centre
Web / E-Forms self service
Mobile Technologies (awiMX)
PDA
Tablet
Smart Phone
Laptop
Digital Pen
Workflow and collaborative
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The benefits of an integrated environment Better use of resources
More responsive organisation
More motivated staff
Reduced costs
‘Best of Breed’ in the Back Office & better ROI
KPI’s - Proof
Improved Star Ratings
A BETTER SERVICE FOR THE CITIZEN!
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Challenges
Business Process
Cultural Change
Heavy investment in existing IT systems
System incompatibility –
Multiple systems
Multiple Owners and vested interests
Different technologies
Availability, Cost and complexity of software adaptors
Funding
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Landscape Summary
It is possible – but there are many challenges
The returns can be massive
Quick wins are possible / essential – seeing is believing
Integration will be demanded more and more
Must be future proof
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How does ndl-metascybe contribute?
Universal integration adaptor (awi)
Set of tools or ‘out of the box’ solutions
Read and write to ANY type of application
Mobile eXtension to awi (awiMX) to allow mobile devices
integrate
Removes the technical barriers so you can innovate
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Integration Solutions – Product Overviewawi – Server Based Integration
CRM to back office & application to application
Web self-service & e-Forms
Mobile devices (e.g. Digital Pen)
awiMX – Mobile Solutions Development
PDAs, Tablets, Smart Phones
awiDX – Desktop Integration
Applications on user desktop integrated
Technical & Consultancy Services
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Typical Application Architecture
PresentationLayer
PresentationLayer
Business Logic
Business Logic
DatabaseDatabase
Business A
pplications
PC Desktop
Client Server
Legacy / Mainframe
Database Driven
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Against
Availability?
Expensive
Limited scope?
Counter-intuitive
Multiple toolkits
Multiple presentation
Specialised
Less control / choice
Integration Options – API’sFor
Vendor approved
Keep pace with the App
Easy to acquire
Free?
APIAPI
Presentation LayerU
ser Interface
Business Logic
Business Logic
DatabaseDatabase
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Presentation LayerU
ser InterfaceP
resentation LayerU
ser Interface Green Screen
Green Screen
Getting at the edges - ndl-metascybeFull scope
Intuitive
Safe
Fast
Cost effective
1 Toolkit
1 Learning Curve
1 Licence
1 Negotiation
Reduced Risk
ndl-metascybe
ndl-metascybe
Business Logic
Database
RichDesktop
Client
RichDesktop
Client
WebWeb
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awi Benefits
Better use of resources
More Responsive organisation
More motivated staff
Reduced costs
Unlocks the potential
Best of Breed in the Back Office & Better ROI
A BETTER SERVICE FOR THE CITIZEN!
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The Real World
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Sample CRMs
Amdocs Clarify
Capita Direct
In-House Developed
Lagan Frontline
Microsoft Dynamics 3
Newham/Belfast LACRM
Northgate FrontOffice
Onyx
Oracle LG45
Remedy
Siebel
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Sample Back Office Applications
Academy
Anite
CAPS
Flare
IBS
JD Edwards
Lotus
Mayrise
MVM M3
OLM
Orchard
Radius
SAP
SBS
SX3 iWorld
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Sample LG Integration CustomersBristol CC
Burnley BC
Carlisle CC
Carrick DC
Charnwood BC
Dudley MBC
East Hertfordshire DC
Halton BC
Harrogate BC
Hartlepool BC
Isle of Wight Council
Leeds CC
LB Barking & Dagenham
LB Brent
LB Enfield
LB Hammersmith & Fulham
LB Southwark
LB Sutton
Macclesfield BC
North Lincolnshire Council
Pembrokeshire CC
Powys CC
Salford MBC
Sefton MBC
Somerset CC
Solihull MBC
South Lakeland DC
South Somerset DC
South Tyneside MBC
Stratford on Avon DC
Stevenage BC
Tameside MBC
Taunton Deane BC
Walsall MBC
Wansbeck DC
Welwyn Hatfield Council
West Somerset DC
West Sussex Accessible Services Partnership
Winchester CC
Wrexham CBC
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NI14 & integration ... An example ...
1.1m free school meals every day (5500 in Tameside)
Same number for other similar grants/benefits
‘Old’ system:
Paper process took between 4-6 contacts to complete
Process took 10 days & costs £19 per application
New on-line system:
98% instant decisions – FSM the same day
Cost per application of 6p
Contacts reduced from 12-18 to … 1 !!
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LB Barking & Dagenham
Since 2002 used AHP for online Council Tax, Rents and
Housing Repairs enquiries
Implemented Northgate Front Office and bought Flare adapter
in 2005
Flare adapter only available for ‘some’ transactions
Bought awi in 2006
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LB Barking & Dagenham
Now have over 25 different integration transactions between Front
Office and Flare Environmental Health and Licensing
1000 Flare transactions a month
Have also integrated CAPS UNI-form Planning and Arete Impulse
Education
Recently implemented Mobile Bulky Waste Collection
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Solihull MBC
Mobile Building Control
Integrates with Innogistic (also available for CAPS)
Mobile transactions only
Independent working
ROI in 4 months!
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Halton Borough Council
Early adopters of CRM (Amdocs Clarify) and Middleware (Cape
Clear) for Halton Direct Link programme
Objective to improve service delivery
4 One Stop shops, 24/7 Call Centre and interactive web site
Early adopter of awi
Integrated with Academy Housing, OLM Care First (Social
Services), Tribal Foundation (Education), Dynix Library System
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Halton Borough Council
Blue Badge disabled parking permit applications now dealt with by
customer services staff
What used to take 15-20 days is now dealt with in minutes
Over 4000 per annum issued
Saving Circa £50,000 per annum
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Pembrokeshire County Council
Chief Executive committed to improving the customer experience –
wanted to deal with more customers at first point of contact
Used awi to integrate LASC CRM with OLM Care First and Flare
Public Protection.
Also used awi for other non-integration purposes
40% increase in calls dealt with at first point of contact
88% of customers satisfied with way in which the call was dealt with
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East Hertfordshire District Council
Use Lagan Frontline CRM and eBase eForms
Integrated with Academy Council Tax and Civica (Radius) Icon
Payments.
6 processes – Contact Centre and Web Site ... (How can I pay,
Balance Enquiry, Making a Payment, Copy Bill Request, Banding
Enquiry, General Enquiries)
150+ payments a week
£1.5M collected pa through awi interface
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Winchester City Council
Centralised approach to integration and delivery of mobile services
Live ...
Mobile Building Control – tablets to CAPS UNIform
Mobile Neighbourhood Wardens – PDAs to CAPS UNIform
In development ...
Mobile Property Services – PDAs to CAPS UNIform
Customer Services – Lagan Frontline CRM
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Summary Proven bi-directional information transfer
Web Service enable any application
Can be used for all applications
Used to inter-connect systems to satisfy the business process
Fully supported by a company with over 20 years in this field
© ndl-metascybe 2007(C) ndl-metascybe 2008
SummaryGood reasons for integration
Not as hard or expensive
Return is worth it
Its real!
Improvement for the Authorities
A BETTER SERVICE FOR THE CITIZEN!
© ndl-metascybe 2007(C) ndl-metascybe 2008
Thank You
The art of the possible!