PSCSF 11 th October 2012 PRESENTER: Gerard Bouton, Senior Sales - - PowerPoint PPT Presentation

PRESENTER:

Gerard Bouton, Senior Sales Manager, Asidua (GB) Ltd

Customer Contact – a new approach-The Asidua Way PSCSF

11th October 2012

• On line transactional accounts
• Mobile Platforms
• Reduce contact centre calls
• Reduce calls to back office
• Reduce face to face
• Reduce costs!

Why Channel Shift?

• Content Management & Customer

Portal

• CRM integration
• Back office integration
• Total or partial solution
• Consultancy
• Solution based on Microsoft

technologies

How can Asidua help you?

PRESENTER:

Gerard Bouton Senior Sales Manager, Asidua (GB) Ltd

ABOUT ASIDUA

• Established 2002
• Microsoft Gold Partner
• Offices in Belfast, Solihull & Dublin
• Accredited with ISO 9001 / 27001 & IIP
• 130 employees
• Registered on Local Government

Software Application Solutions Framework

Brief Overview

Who is Asidua?

Asidua Group

Belfast HQ

Asidua GB Asidua Ireland

Reduce costs Improve service Example Customers

Customer Advisor Manager Back Office

Multi-channel, Accessible, Useful and Responsive

Service Access Information Access

Effective, Efficient and Consistent

Knowledge Joining-up

Cost Reduction and Increased Customer Satisfaction Reliable Cost Effective Fulfilment

Client Systems and Data

Efficient End to End Solutions

CCP in Local Government (Team Lancs)

Customer Advisor Manager Back Office

Self Service Circles of Need Informative

Service Access Information Access

Unified Intelligent Desktop Guided & Automated One and Done

Knowledge Joining-up

Common Solution Performance & Satisfaction Cost Effective Joined Up Processes Mobile Working Less Systems

Client Systems and Data

3 councils, improved service with a reduction of 20 FTEs £2.6m savings over 4 yrs

Lancashire Procurement Hub

Chorley Borough Council

Local Government Clients

• Running on Microsoft Citizen Service Platform with

Sharepoint & SQL Server

• Integration at Chorley with the following:
• Capita Academy
• Siemens CTI
• ESRI arcGIS
• Information (Anite) @Work
• Civica Icon
• Knowledgebase
• Nowcard
• Solution for Chorley included:
• 40+ Custom Forms
• 35 Custom Workflows
• 7 Integrated Systems
• 30 Council Users

Chorley Borough Council

Local Government Clients

• Supports circle of needs with personalisation both via self-

service and by information provided to contact agents

• 20% reduction in calls to contact centre
• Routing services to county council, county may provide out
• f hours contact centre service.
• Dropped 1 of 4 waste vehicles (25% saving)
• 5 FTE saving in year 1, 9 FTE saving in year 2.
• £100k annual IT savings on licences and support
• £1m saving over 3 yrs

Ease of use - Service Improvements – Service Development & Extensions - Cost Savings

CCP in Local Government (Harrow Council)

Customer Advisor Manager Back Office

Enable “true” citizen self service R&B, Housing, Parking, Waste, Streets ...

Service Access Information Access

Unified Desktop and workflow ...removed 90 seconds per call

Knowledge Joining-up

One and done Greater satisfaction Front office and back office connected All information available to deliver service

Council Systems and Data

Harrow Council

Local Government Clients

• Working with Capita since 2005 to deliver savings
• Asidua were introduced in 2008
• Savings not being delivered through SAP
• CCP-H - Integration with the following:

– Northgate iWorld – Civica EDRMS/W2 – Northgate (Anite) OHMS – Civica ICON Payments – Civica Civil Enforcement (Parking) – Bartec Waste Collector – Voice Sage (Automated Voice Calling System) – Achieve Forms

Revs & Bens Housing Parking Waste Streets Adults ...

Harrow Council

Local Government Clients

• Supports Self Service
• Contact Centre
• Walk in
• Running on Microsoft Citizen Service Platform with

Sharepoint & SQL Server

• Solution included:
• 40+ Custom Forms
• 8 Integrated Systems
• 60 Council Users
• Now being extended into Social Care with an additional 80 users
• Upgrading to the latest version of CCP (v4.1) in summer 2012
• Moving on to integrate & automate procurement services next
• Supporting their transformation programme

Ease of use - Service Improvements – Service Development & Extensions - Cost Savings

Local Government Clients

• Missed bins queries: several hours  a matter of minutes.
• Integrated in cab systems allow rapid communication between

citizen, cab crew and contact centre.

• Can report back to client, before they even realise, about

contaminated bins (inappropriate contents) that can’t be

• collected. Process is supported by intelligent web forms.
• Crews can be asked to collect missed bins, sometimes when

they are still in the road concerned.

• Live reporting = education = 19% reduction in landfill waste.
• 15% reduction in fuel bills (£11k in year one).
• Over £3m savings over 10 years.

PRESENTER:

Gerard Bouton Senior Sales Manager, Asidua (GB) Ltd

CUSTOMER CONTACT PLATFORMTM

Customer Contact Platform

Process & Workflow – Contact Centre/OSS

Process & Workflow – Self Service

CCP – Contact Centre/OSS

Video

CCP – Self Service

Video

Customer Portal

Registration Accounts

CCP Portal - Examples

Employee Portal

Accounts

Portal - Mobile Access

Contact Centre & OSS

Contact Centre & OSS Examples

CCP Enterprise

CCP Enterprise

Design

End to End Service Design

Initial Service Request Details Collect service specific data regarding the service request. Determine eligibility and service request type. Further Service Request Details Collect additional service specific data. Use Location and Customer details to perform additional checks to determine eligibility and service request type. Appointment Booking Integrate to a LOB system or Appointment Booking system to book a service request appointment Request Summary Customer Details Summary Location Details Summary Service Request Details Summary Payment Cheque Payments Online Payments Chip & Pin Payments Customer Details Customer Search Anonymous Customer Collect Customer Details Edit Customer Details Location Details Search Asset Selection Location Selection Key Common CCP Form Section Optional/Channel Specific Form Section Service Specific Form Section Existing Report Selection Confirmation Page Print Option Confirmation of submission with request ID General Information Additional standard (non-service specific) information to be gathered dependent on

• channel. Also used when page request is

aborted.

New Business Process 1. Service Configuration 2. InfoPath Pages 3. Workflow Design

CCP - Performance Gathering

Management Information & Business Intelligence

Reporting Examples

Questions?

• CCP Master Data Management functionality enables CCP to link together

customer records across multiple sources. CCP ‘change of circumstances’ processes use this information and also the information provided at the point

• f contact to drive the changes across multiple business systems.
• CCP supports recording customer services requests/contacts against in area

customers, out of area customers and anonymous customers. Hence records

• f enquiries are always gathered whether or not against a specific resident

customer record or not

• CCP is integrated to LLPG typically taking daily feeds to keep up to date with

street and property information. CCP can also be used to propagate this information to other systems as required.

• Anonymous requests are handled in a standard way using the same

common workflow functionality as those raised by named individuals. In CRM an anonymous customer record exists to allow customer service requests to be recorded even though customer details are not known. The ability to raise requests anonymously is configured on a per service level e.g. it’s allowed for Graffiti but not Single Person Discount.

Questions 2?

• The account viewed by the call centre and the public is the same customer
• record. The citizen account includes the user account information (e.g.

username/password) but the customer contact information etc is held centrally.

• If the customer wishes to change their address this initiates a change of

address process which can be made to propagate changes across the full range of dependent/related systems.

• All non-public information accessed or entered by a citizen is passed between

the browser and CCP Portal over https (e.g. encrypted). CCP will handle and process such change requests through into the relevant business systems but will not persist this data.

• CCP Portal can detect smartphone (small screen) devices and dynamically

switch layout/styling to small/touch screen optimised views.

• CCP Portal is access through Smartphone browsers and the citizen uses the

same username/password credentials on the Smartphone as they do through their desktop browser.

• All transactional functionality is carried over https to smartphones as it is to

desktop browsers

• End to End Processes

– Forms [56] – Integrations – Adapters (GIS, Payments, CRM, LOB System)

• Environment

– Abandoned Vehicles [1] – Animal Welfare [5] – Emergencies [5] – Parks & Open Spaces [6] – Recycling, Rubbish & Waste [9] – Roads, Highways & Pavements [22] – Street Care and Cleaning [11]

• Others

– Revenues & Benefits, Complaints, Compliments etc

Service Solution Packs

PRESENTER:

Gerard Bouton Senior Sales Manager, Asidua (GB) Ltd

ASIDUA DYNAMICS CRM

Local Government CRM Purchases 2010-2012

CRM # new sites since Jan 2010 Dynamics 20+ Lagan 14 Others 8

Microsoft CRM at a Glance

• Over 23,000 customers from

small to enterprise

• Over 1.4 million users in

more than 80 countries

• Over 65 UK Local Authority

customers and 450 UK Public Sector customers

• More than 50% of all LA

CRM purchases in 2010-11

• Global network of software

and services partners

• Long term roadmap and

reduced risk

• R&D Budget raised to $9.5b
• Full CRM suite of marketing,

sales, and service

• Native Office experience for

rapid adoption

• Built from the ground up by

Microsoft and released in 2004

• Advanced SOA / Web services

architecture

Vetting and Barring

Department for Children Schools and Families

Regulator management

The Pensions Regulator OFCOM OFGEM

Waste Management

Royal Borough of Kensington & Chelsea Chorley Borough Council

Appointment Booking

Department of Works and Pensions London Borough of Hackney

Community Fire Safety

Kent Fire & Rescue South Wales Fire Service Durham County & Darlington Fire Service Bedfordshire & Luton Fire Service Derbyshire Fire & Rescue

Human Resources management

Welsh Assembly Government BBC

Adult Social Care

Medway Council

Contact Center / One stop Shop

Manchester City Council Rossendale Borough Council City of London South Gloucestershire Council London Borough of Hackney

Complaints & Compliments

London Borough of Croydon London Borough of Merton Service Personal Veterans Agency East Sussex County Council

Children's Social Care Freedom of Information Stakeholder Management Helpdesk Solutions Access database replacement Council Membership Management Correspondence Tracking Student Information systems

More:

Single Platform: Multiple Uses

Patient management

Cumbria Partnership NHS Foundation Trust Rotherham PCT Northamptonshire Healthcare NHS Trust

Asidua Dynamics CRM

PRESENTER:

Gerard Bouton Senior Sales Manager, Asidua (GB) Ltd

SUMMARY

Benefits

• Efficient and Effective End to End Processes
• Deliver more with the most cost effective resources
• Achieve the benefit quickly (3 months)

Cost Reduction

• Customer Service Centric
• Consistent across channels
• Informative and Responsiveness

Customer Centricity

• Self Service
• Multi-Channel and New Channels
• Management Information and Business Intelligence

New Capabilities

• Tell Us Once and One & Done
• Consistency simplifies advisor training
• Environment, Parking, Housing, Adults, Childrens, Complaints...

Compliance

• Enable Shared Services
• Microsoft Technologies
• CCP Roadmap

Future Proof

Next Steps

Realisation Consultancy Specification Outline ROI Delivery

Understand key problems Days Typically free Blueprint for Future ROI Define scope and benefits 2-3 weeks Small fixed investment Solution Specification Tailor and deploy CCP 2-4 months Fixed investment Reduce cost Raise Satisfaction Procurement

LGSAS

• All CCP products, components and services are available through the Local

Government Software and Solutions (LGSAS) framework

• This Framework is operated by the Government Procurement Service, has a

number of lots, and is designated RM865

• Asidua CCP is available through four lots:

RM865/1 Revenue, Benefits and Finance Software Application Solutions RM865/2 Performance Management, Planning and Decision Making Software Application Solutions RM865/8 Waste and Environmental Health Software Application Solutions RM865/9 Highways and Transport Software Application Solutions

• This is a pre-competed framework, which allows councils etc to either buy directly,
• r to run a secondary competition
• All suppliers (approx 12 per lot) are pre-qualified and approved so there is no need

for PQQ stage. Details can be found here: http://gps.cabinetoffice.gov.uk/contracts/rm865

Birmingham The Oracle Building Blythe Valley Park Solihull B90 8AD Tel: +44 (0)121 506 9560 Fax: +44 (0)121 506 9561 Belfast 10 Weavers Court Belfast BT12 5GH Tel: +44 (0)28 9072 5000 Fax: +44 (0)28 9072 5001 Dublin 77 Sir John Rogerson's Quay Dublin 2 Tel: +353 (0)1 640 1980 Fax: +353 (0)1 640 1981

email: ccp@asidua.com

www.asidua.com/ccp

Discover more… Discover more…

Gerard Bouton

Senior Sales Manager Asidua (GB) Limited Email: gerard.bouton@asidua.com