infoworks: apps r2 - information systems in the third sector
DESCRIPTION
TRANSCRIPT
Stuart Lunn, Infoworks
AppsInformation Systems in the Third Sector
Stuart Lunn, Infoworks
Information Systems in the Third Sector
• Approaches & technologies• Organisational Evolution• Trends• Case reviews • Opportunities• Conclusions
Stuart Lunn, Infoworks
Desktop Desktop/Hosted
Browser
Browser/Desktop
IS approaches & technologies – 7 click history
Charity PackagesFundraising, Membership…
CRM PackagesBespoke
In house
Microsoft
Open Source
Raiser’s Edge,
ThankQ, Care, iMIS, IRIS,
SodalitaS etc
General
Open SourceOpen Source
DOS
Access
SQL Server
VB
.NET etcASP
Outsource
Stuart Lunn, Infoworks
IS approaches & technologies
Outsource
In house
Microsoft CRM
General CRM
Charity Packages
Open Source
Access
SQL Server
.NET etc
Stuart Lunn, Infoworks
CLOUD
IS approaches & technologies
Outsource
Bespoke
Browser
.NET etc
SQL
In house/Outsource
Bespoke
Desktop
Access
Access/SQL
Microsoft CRM
Desktop/Browser
General CRM
Desktop/Browser
Charity Packages
Proprietary
Desktop/Browser
Open SourceCharity
Packages/CRM
Desktop/Browser
Stuart Lunn, Infoworks
IS approaches & technologies – where it’s at
Outsource
Bespoke
Browser
.NET
SQL
In house /Outsource
Bespoke
Desktop
Access
Access/SQL
Microsoft CRM
Desktop/Browser
General CRM
Desktop/Browser
Charity Packages
Proprietary
Desktop/Browser
Open SourceCharity
Packages/CRM
Desktop/Browser
IS evolutionSize
Other
Stuart Lunn, Infoworks
Evolution
management
activity
manual administrationspreadsheet
Access Database
activity activity activity
manual administration
manual administration
Stuart Lunn, Infoworks
Evolution
management
activity
Access Database
activity activity
activity
manual administration
activity
activity
activity
manual administration
Stuart Lunn, Infoworks
Evolution
management
activity
Access Database
activity activity activity
Access Database
activity
activity
activityactivityactivity
activity
manual administration
pressure
activity
Stuart Lunn, Infoworks
Evolution - scenario 1
activity
Access Database
activityactivity activity
Access Database
activity
activity activityactivity activity activity activity
Access Database Access
DatabaseAccess Database
Access Database
Access Database
managementpressure
Stuart Lunn, Infoworks
Evolution - scenario 1 – ad hoc
management
activityactivity activity
activity
activity activityactivity activity activity activity
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
Access Database
activity activity
activity activity
activity activity
activity activity
activity activity
activity activity
Access Database
Access Database
Access Database
Access Database
Stuart Lunn, Infoworks
Evolution - scenario 2
Management
activity
Access Database
activityactivity activity
Access Database
activity
activity activityactivity activity activity activity
Access Database Access
DatabaseAccess Database
Access Database
Access Database
IS Strategy
pressure
Stuart Lunn, Infoworks
Management
Combination
Evolution - scenario 2 – getting organised
activity
Access Database
activityactivity activity
Access Database
activity
activity activityactivity activity activity activity
Access Database Access
DatabaseAccess Database
Access Database
Access Database
IS Strategy
Stuart Lunn, Infoworks
Management
CharityPackage
Core Information System
Evolution - scenario 2 – getting organised
activity
Function
activityactivity activity
Function
activity
activity activityactivity activity activity activity
Function
Function
Outsourced operation
Specialist Package
Function
IS Strategy
Stuart Lunn, Infoworks
Management
CharityPackage
Core Information System
Evolution - scenario 2 – “organised”
activity
Function
activityactivity
activity
Function
activity
activity activityactivity activity
activity activity
Function
Function
Outsourced operation
Specialist PackageFunction
IS Strategy
activity
activity activity
Access Database
Access Database
Access Database
Stuart Lunn, Infoworks
Management
CharityPackage
Core Information System
Evolution - scenario 3 - “organised”
activity
Function
activityactivity
activity
Function
activity
activity activityactivity activity
activity activity
Function
Function
Outsourced operation
Specialist PackageFunction
IS Strategy
activity
activity activity
Access Database
Access Database
Access Database
activity
activity activityactivity
activity
activity
activity
activity
activity
Access Database
Access Database
activity
activity
Access Database
activity
Change Budget Cut
–> disorganised –> ad hoc
Stuart Lunn, Infoworks
Evolution – Getting and Staying Organised
• Early stages• Getting organised • Organised• Disorganised• Ad hoc
How to get organised? - integrated Organisational/IS strategy - CIS Core activities belief
How to stay organised - time & £s IS strategy & CIS- keep management engaged
- Annual review of IS strategy - ¼ly review of “Activity-IS Support Summary”
Stuart Lunn, Infoworks
Activity-IS Support Summary – where you’re at
Activities Current IS Support Planned IS Support
Membership CIS does all ex…. Fix issues reported
Help Line Manual Extend CIS/Specialist package?
Fundraising CIS does all n/a
Training N/a O/S Event management system
Advocacy N/a Neil’s ambassador system idea
Accounts Exports donations n/a
ESF KJJ Project N/a manual CIS proj module
Stuart Lunn, Infoworks
Trends
• Cost falls • Market change• Data driven• Package / bespoke• Stability, longevity &
mobility
Stuart Lunn, Infoworks
Trends
Competition • Economic climate• CRM push• Initial cost
Browser apps• Releases, Support,
Training, Help– DIY / video
• Running costs
• Cost falls • Market change• Data driven• Package / bespoke• Stability, longevity &
mobility
Stuart Lunn, Infoworks
Trends
Cloud
- Browser CRM- Browser Bespoke
Charity packages ->– Commoditization – Concentration
Technology– Cloud – Mobile
• Cost falls • Market change• Data driven• Package / bespoke• Stability, longevity &
mobility
Stuart Lunn, Infoworks
Trends
• IS higher level jobs – Data driven workflow– Data driven graphics
Examples
• Cost falls • Market change• Data driven• Package / bespoke• Stability, longevity &
mobility
Stuart Lunn, Infoworks
Data driven functionalityNormal functionality vs.
If ExistingStatus = New proposalAnd NewStatus = Submitted proposalThen
If Sessions = blank then Warning =“Session must not be blank”
If SessionHours = blank then Warning =“Session hours must not be blank”
If ActivitySessionStartTimes = blank then Warning =“Session Start Times must not be blank”…
Software Datavs.
Stuart Lunn, Infoworks
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Data is cheap; software is expensive.
Stuart Lunn, Infoworks
Trends
• IS higher level jobs – Data driven workflow– Data driven graphics
Examples
• Cost falls • Market change• Data driven• Package / bespoke• Stability, longevity &
mobility
Stuart Lunn, Infoworks
Trends – data driven graphics – visual thesaurus
Stuart Lunn, Infoworks
Trends – data driven graphics – visual thesaurus
Stuart Lunn, Infoworks
Trends – data driven graphics – visual thesaurus
Imagine:
Contact – Cases – Actions
Expensive now…
Stuart Lunn, Infoworks
Trends – data driven graphics – imagine a radar to-do list
…where next?
Stuart Lunn, Infoworks
Trends
• Cost falls • Market change• Data driven• Package / bespoke• Stability, longevity &
mobility
CRM & Charity Packages - Add-ins- Bespoke extension - Integration
Stuart Lunn, Infoworks
Trends
• Spec• Prototype• Build
• Flexibility• Variable quality
• Self-install• Reliable• Monolith
Package / Bespoke Convergence before
Package Bespoke
Stuart Lunn, Infoworks
framework
Trends
Core
• Consult• Configure• Bespoke API• Add-ons
• Spec• Framework• Generate from spec• Expose spurs
A
Add-onvol
donor
vol
…
volunteer
donor
…
mem
• Look and feel• Reliability• Time• Costs
CB
Bespoke
Package / Bespoke Convergence now
Package Bespoke
Stuart Lunn, Infoworks
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Stuart Lunn, Infoworks
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Spur of information system exposed
SQL Main system
Online enrolment
New Courses
Call Centre
Stuart Lunn, Infoworks
Case Review 6 - screenshots
Stuart Lunn, Infoworks
Case Review 6 - screenshots
Stuart Lunn, Infoworks
Case Review 6 - screenshots
Stuart Lunn, Infoworks
framework
Trends
Core
• Consult• Configure• Bespoke API• Add-ons
• Spec• Framework• Generate from spec• Expose spurs
A
Add-onvol
donor
vol
…
volunteer
donor
…
mem
• Look and feel• Reliability• Time• Costs
CB
Bespoke
Package / Bespoke Convergence now
Package Bespoke
CONVERGING, but still
fit for different purposes and different situations
Stuart Lunn, Infoworks
Trends
• 90’s wisdom– 3-5 years
• Now • Access 15
• Web apps 9
– Extend & Adapt– Mobile deployment
• Cost falls • Desktop Browser• Market change• Data driven• Integration & tailoring• Package / bespoke• Stability, longevity &
mobility
Stuart Lunn, Infoworks
Case reviews
• 1. Legal advice charity • 2. Local council• 3. Small Grant Giving Trust
Stuart Lunn, Infoworks
Case Review 1 - Legal advice charity
Advice centres send in ‘legal question’ forms with supporting docs.
Enter in Access db, check, categorise, ID appropriate law firm, see if they’ll take the case.
If OK send case files. If no keep calling …
Eventually ‘question’ sent back answered to us, we post to client, check happy, close case
Better way?
Stuart Lunn, Infoworks
AdminWeb App(asp.net/SQL)
Case Review 1 - Legal advice charity
InternalAccess
DB
Advice Agency
Lawyers
Changed business processes
- Data driven workflow & email integration
Web self service…- Efficiency- Boundaries…
Stuart Lunn, Infoworks
Case Review 2 - Local council
Helpline to buy parking permits, school meals, book garden waste collections etc.
Pressure to reduce admin costs.
• Suggestions?
Stuart Lunn, Infoworks
Council Website
Case Review 2 - Local council
MS Dynamics CRM
Permits
GWC
Meals
MS BizTalk
WebServices
ClientCall centre
Stuart Lunn, Infoworks
Case Review 2 - screenshots
… x 20
Changed business processes
- Quality - Reliability
Web based self service- Efficiency- Boundaries
Stuart Lunn, Infoworks
Case Review 3 - Small Grant Giving Trust
– Receive requests for funds from people in hardship
– Post form
– Applicant completes and returns
– Form input to Access database
– If successful give grant for cooker, fridge, etc
• Perfect for web based self service?
Stuart Lunn, Infoworks
Case Review 3 - Small Grant Giving Trust
InternalAccess
DB
website
Exchange
Applicant
Application Form
(Word)
Normal processing
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Stuart Lunn, Infoworks
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Stuart Lunn, Infoworks
Case Review 3 - Small Grant Giving Trust
InternalAccess
DB
website
ExchangeApplication
Form(Word)
Agency
Fileserver
Adapted & extended!!
Changed business processes
- Quality
Email/Access/Web based self service
- Efficiency
Stuart Lunn, Infoworks
Strategic Opportunities
• Fundamental change– Change & standardise business processes - data driven functionality
• Inside-Out– Break int/external boundaries– Growth & efficiency savings - self service
• Adaptation & extension – Squeeze value
Stuart Lunn, Infoworks
Conclusions & Discussion
• Where it’s at with Apps– package, access, bespoke, crm
• Trends – costs, browser, cloud, market, data driven, convergence, longevity,
mobility• Strategic opportunities
– fundamental change, inside-out, adapt & extend
• Strategy is king– know your org, study others, create vision, push thru & keep watch