London Borough Of Havering - Oracle

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- London Borough of Havering Craig SummersLocal GovernmentCRM Sales Specialist

LB Havering - Background

London Borough of HaveringŸŸŸŸCivic Centre in RomfordPopulation approx 230,000Employees - 3000 not including teachers1800 desktops

Havering - TechnologyInfrastructureŸŸŸŸŸŸAnite HousingAnite Social ServicesAcademy Council TaxGGP GISFlare EHSOracle Financials

eGovernment / ESD Options

OptionsŸ Do nothing?Ÿ ESD?Ÿ Customer focused service deliveryinfrastructure?

Options - Do nothing?Ÿ not an option for Havering

Options - 2005 ESD?Ÿ web enable legacy applications–most providers are providing add-onsŸ plus departmental call centresŸ plus central call centre and PSS (PublicSector Supermarket)

Electronic Service Delivery:Contact Centre .but not Joined UpInternetPSSInternetContact CentreStreetCareInternetContact CentreRevs &BensInternetContact CentreHousingRepairsInternetContact CentreSocialServices

Options - Citizen Focused joined upGovernmentŸ single customer database that supports–––––multiple channelsintegration - back office and other agenciesout of the box processesland, people and propertyGIS integrationŸ they chose this route and CRM as thetechnology

Haverings rnetContact CentreCounterOracle eBusiness SuiteCRM / ERP / sHousingStreetCareEducationRevs &Bens

Evaluation and Procurement Process

Suppliers Brief - 29/10/2001ŸŸŸŸŸŸŸŸNov 01Project initiation; select project managerDec 01Project manager starts; workshops; presentations;specification draftingFeb 02Tenders invited; Service mapping startsApr 02Knowledge network launchedJul 02CRM contract awarded; call centres move to singlelocationAug 02Systems developmentNov 02Systems testing in call centreDec 02PSS soft opening

Key Milestones in the Procurement andimplementation of the CRM SystemŸŸŸŸŸŸŸŸŸŸŸŸŸŸŸŸŸ21 February 2002 ---Document to be approved by Project board28 February 2002 ---RFP issued to proposed suppliers (From S-CAT list)1-12 March 2002 ----Suppliers project investigations continue19 March 2002 ------All proposals received28 March 2002 ------Proposals short-listed and presented to CRM Program board08 April 2002--------Suppliers are notified of proposal status.10 April 2002 -------Verification of Reference Site (Visit)15 April 2002--------Post Selection Review22 April 2002--------Contract awarded purchase orders placed22 April 2002--------Design and Build beginAugust 2002 ---------UAT BeginsSeptember 2002 -----Pilot implementation begins Street CareSeptember 2002 -----Housing implementation beginsOctober 2002 --------Revenues and Benefits Implementation BeginsNovember 2002 -----Social Services Implementation BeginsDecember 2002 -----System liveJanuary 2003 --------Back office System Integration Projects Begin

Outline of RequirementsŸ a central database–––ŸŸŸŸcustomer informationhistory of customer interactionscovering all services and allowing trackingof all actions.back office integration3rd party accessknowledge managementworkflow

Outline of RequirementsŸ Integration with call centres and one stopshopsŸ customer self service via the internetŸ links to other agencies e.g. HealthAuthorityŸ management information aboutcustomers and transactionsŸ performance management and staffdevelopment

Outline of RequirementsŸ compliance with e-GIFŸ links with the Authority’s proposedcentral property database using UPRNŸ address data to comply with NLPGstandards (BS7666)Ÿ access should be subject to securityprocedures including access control andauthentication

Reference Visit to Hull

Kingston upon Hull City Council

The Hull SolutionŸ Phase 1–Environmental ServicesŸ single channel, single serviceŸ quick winsŸ Land, People & Property Database––OS reference for all propertyOracle TCA Customer ModelŸ Today - 70 Agents across all service areas,Back Office Integration and PathfinderProject

Hulls rnetContact CentreCounterOracle eBusiness SuiteCRM / ERP / sHousingEnvironmentEducationRevs &Bens

REGIONAREA INABC - ActiveAREAABC - InactiveBROAD STREETADDRESS INACACIA GARDENSADDRESS ONADDRESS ONBROAD STREET, 32ACACIA GARDENS,24, Flat 1ADDRESS INLOCATED ATJONES BROSBUILDERSLIVES ATOWNSLIVES ATTENANT ATLIVES ATTAXPAYER ATLIVES ATSUSAN JONESMOTHER OFJIM JONESHUSBAND OFMARY JONES

Hull Phase OneKioskMailContact CentreCounterOracle eBusiness SuiteCRM / ERP / sHousingEnvironmentEducationRevs &Bens

Hull Pathfinder ProjectŸ Childrens and Families implementationŸ Multi AgencyŸ Social ServicesŸ EducationŸ HealthŸ Voluntary SectorŸ CarersŸ ClientsŸ Mapped WorkflowsŸ Single view of Client (within DPA & Caldicott principles)

Hull netContact CentreCounterOracle eBusiness SuiteCRM / ERP / sHousingEnvironmentEducationRevs &Bens

Havering’s CRM Project

The ProjectŸ 4 Key Service Delivery Departments––––Street CareRevenues and BenefitsHousing RepairsSocial ServicesŸ CRM for Local Government–120 processes

The ProjectŸ Integration with telephony system–evaluating VOIPŸ Integration with Academy Revs & Bens–core ‘transactional’ system

Phase OneKioskMailContact CentrePSSCustomer ContactStreetCareRevs&BensHousing SocialRepairs ServicesService Delivery

Phase TwoKioskMailContact CentrePSSCustomer ContactStreetCareRevs&BensHousing SocialRepairs ServicesService Delivery

Phase TwoKioskContact CentreMailPSSCustomer Contact CentreStreetStreetCareCareRevs&BensHousing SocialRepairs ServicesService Delivery

Future PhasesKioskMobileMailContact r Contact CentreStreetCareRevs&BensHousing SocialHousingRepairs ServicesService DeliveryLeisure Education

Future PhasesKioskMobileMailContact r Contact CentreStreetStreetCareCareRevs&BensHousing SocialHousingRepairs ServicesService DeliveryLeisure Education

Future PhasesKioskMobileMailContact r Contact g SocialHousingRepairs ServicesService DeliveryLeisure Education

Summary and Why Oracle?

Why OracleŸ CRM for Local Government ‘template’––––ŸŸŸŸowned by Oracleself sustainableout of the box processes‘TCA’ for Land, People and PropertyeBusiness Suite potential and integrationOracle’s commitment to UK LGIntegration framework and architectureAll above referencable in UK LG

Q&A

- London Borough of Havering - Craig Summers Local Government CRM Sales Specialist. LB Havering - Background. London Borough of Havering Civic Centre in Romford Population approx 230,000 Employees - 3000 not including teachers 1800 desktops. Havering - Technology Infrastructure Anite Housing

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