Integration Made Simple the Impact of Integration on CRM and Its Role In

The impact of integration on CRM and its role in delivering results from NI14

Integration made Simple

Alan Arnott – 24th September 2008

ndl-metascybe

What’s happening in the world of integrated CRM

Different approaches to integration

Real world examples

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 ...

“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

The drivers for integration

The benefits of an integrated environment

Challenges

The ‘ndl-metascybe approach’ to integration

© ndl-metascybe 2007 (C) ndl-metascybe 2008 Policy KPIs Respect Agenda Unitary Status bids CPA / Star Ratings! Local Area Agreements S.N.E.N. Common Assessment Framework Decent Homes agenda ICS / Every Child Matters

Shared Services Gershon Review & e-Government

Sir David Varney Review & t-Government?

Rogers & Regulatory Frameworks Multi agency

Resource Savings

Cost Savings

Eliminating errors

Reducing Admin Backlogs

Resources from the back office to the front line...

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

Call Centre

Web / E-Forms self service

Mobile Technologies (awiMX)

PDA

Tablet

Smart Phone

Laptop

Digital Pen

Workflow and collaborative

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!

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

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

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

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

Client Server

BusinessBusiness LogicLogic Legacy / Mainframe

Database Driven DatabaseDatabase

Presentation Layer AgainstFor User Interface Availability?Vendor approved ExpensiveKeep pace with the App LimitedEasy to scope?acquire Counter-intuitiveFree?

Business Multiple toolkits Business LogicLogic Multiple presentation API API Specialised Less control / choice Database Database

Presentation Layer Full scope ndl-metascybe User Interface ndl Web User Interface Web

-metascybe Intuitive Rich Rich Safe DesktopDesktop ClientClient Fast

GreenGreen ScreenScreen Cost effective 1 Toolkit

Business 1 Learning Curve Logic 1 Licence 1 Negotiation

Database Reduced Risk

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!

Amdocs Clarify Northgate FrontOffice

Capita Direct Onyx

In-House Developed Oracle LG45

Lagan Frontline Remedy

Microsoft Dynamics 3 Siebel

Newham/Belfast LACRM

Academy JD Edwards Orchard

Anite Lotus Radius

CAPS Mayrise SAP

Flare MVM M3 SBS

IBS OLM SX3 iWorld

© ndl-metascybe 2007 (C) ndl-metascybe 2008 Sample LG Integration Customers Bristol CC LB Enfield South Tyneside MBC Burnley BC LB Hammersmith & Fulham Stratford on Avon DC Carlisle CC LB Southwark Stevenage BC Carrick DC LB Sutton Tameside MBC Charnwood BC Macclesfield BC Taunton Deane BC Dudley MBC North Lincolnshire Council Walsall MBC East Hertfordshire DC Pembrokeshire CC Wansbeck DC Halton BC Powys CC Welwyn Hatfield Council Harrogate BC Salford MBC West Somerset DC Hartlepool BC Sefton MBC West Sussex Accessible Services Partnership Isle of Wight Council Somerset CC Winchester CC Leeds CC Solihull MBC Wrexham CBC LB Barking & Dagenham South Lakeland DC LB Brent South Somerset DC

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 !!

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

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

Mobile Building Control

Integrates with Innogistic (also available for CAPS)

Mobile transactions only

Independent working

ROI in 4 months!

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

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

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

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

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

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

Good reasons for integration

Not as hard or expensive

Return is worth it

Its real!

Improvement for the Authorities

A BETTER SERVICE FOR THE CITIZEN!

The art of the possible!