Jerry Held

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Implementing CRM What needs to be done?
Nick Hancock October 4, 2002
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AGENDA

• CRM components
• Key implementation principles
• Implementation examples

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CRM components
Citizen access channels telephone, F2F etc
Service depts. systems
Datastores Corporate systems
Citizen database
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Some implementation principles
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Architecture principles 3-tier

• ACCESS TIER
• Anywhere, anytime access employees, customers,
  partners
• FUNCTIONAL TIER
• Lower overhead one deployment, everybody on the
  same version
• DATA TIER
• Better control one data source better
  management information, better service

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Self-Service
Action
Approve

• Disability badge
• Planning application
• Student grant
• Council tax enquiry
• Book tennis court
• Defective street light
• etc etc

Submit
Council/Manager
Citizen or Employee
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Data Model
Authority
Ward
Party Relationship Types
Longden Lane
Union
Member of Jones Household
Employee of PPA
Lampost 1
Mr Jones
Father of Employee Ann Jones
Home Address/ Street
Locations
Place of Work
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Implementation examples
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Kingston upon Hull City Council
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Kingston upon Hull City Council

• Unitary Authority with approx 12,500 employees
  and 265,000 citizens
• eGovernment Goals
• Re-engineer corporate business model from
  Departmental structure (silo based) into a
  Customer Centric architecture
• Seeking to interact with customers and partners
  through a number of service delivery channels

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The Hull Solution

• Environmental Services Call Centre
• single channel, single service
• quick wins
• Land, People Property Database
• BS7666 NLPG compliant
• OS reference for all property
• Oracle Data Model

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Benefits

• Improved service to citizens
• Improved efficiency in service provision
• Focus on front office service with streamlined
  back and middle office functions
• enhanced staff satisfaction
• Positive citizen feedback

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Other thought leaders Liverpool City
Council Hertfordshire County Cambridgeshire
County L B Havering
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Library of 120 pre-packaged Local Authority
business processes covering
    Social Services Revenues and
Benefits Housing Education Waste
Management Environmental Health Highways Plannin
g and Building Control Licensing Transport Ground
Maintenance Registration Leisure Economic
Development Human Resources Corporate Trading
Standards
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CRM for LG in 45 (days)

• A starter pack
•  
• A defined set of 120 front line business
  processes
• covering all customer services provided
  through one stop shops,
• contact centres and back-office staff
•  
• Citizen database and Data loading software
• (for up to 200,000 citizens), Data
  model
•  
• Contact Centre, Workflow and Integration
  software
•  
• Quick win with fixed implementation price,
  scope and timescales
• (up to 40 processes)

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- start SMALL
Think BIG