the impact of integration on crm and its role in delivering results …€¦ · © ndl-metascybe...

© 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


Agenda

ndl-metascybe

What’s happening in the world of integrated CRM

Different approaches to integration

Real world examples


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 ...


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


Different approaches to integration ..... The integration landscape

The drivers for integration

The benefits of an integrated environment

Challenges

The ‘ndl-metascybe approach’ to integration


Drivers for Integration


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


Efficiency

Resource Savings

Cost Savings

Eliminating errors

Reducing Admin Backlogs

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


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


Technology Drivers

Call Centre

Web / E-Forms self service

Mobile Technologies (awiMX)

PDA

Tablet

Smart Phone

Laptop

Digital Pen

Workflow and collaborative


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!


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


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


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


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


Typical Application Architecture

PresentationLayer

PresentationLayer

Business Logic

Business Logic

DatabaseDatabase

Business A

pplications

PC Desktop

Client Server

Legacy / Mainframe

Database Driven


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


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


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



The Real World


Sample CRMs

Amdocs Clarify

Capita Direct

In-House Developed

Lagan Frontline

Microsoft Dynamics 3

Newham/Belfast LACRM

Northgate FrontOffice

Onyx

Oracle LG45

Remedy

Siebel


Sample Back Office Applications

Academy

Anite

CAPS

Flare

IBS

JD Edwards

Lotus

Mayrise

MVM M3

OLM

Orchard

Radius

SAP

SBS

SX3 iWorld


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


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 !!



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


Solihull MBC

Mobile Building Control

Integrates with Innogistic (also available for CAPS)

Mobile transactions only

Independent working

ROI in 4 months!


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


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


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


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


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


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


SummaryGood reasons for integration

Not as hard or expensive

Return is worth it

Its real!

Improvement for the Authorities



Thank You

The art of the possible!

the impact of integration on crm and its role in delivering results …€¦ · © ndl-metascybe...

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