Hosted by Councillor Richard Stay Executive Member for Information & Systems Bedfordshire County Council ‘The first SAP CRM implementation for UK Local.

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Presentation transcript:

Hosted by Councillor Richard Stay Executive Member for Information & Systems Bedfordshire County Council ‘The first SAP CRM implementation for UK Local Government’

Hosted by Local Government shows the way  UK Government has set a target of 2005 for 100% of public services to be eEnabled – local government has risen to the challenge  Strategic objective to make a step change in the way services are accessed and delivered is the key driver for Bedfordshire County Council  CRM at the heart of our electronic service delivery programme

Hosted by Combining strength through a public / private strategic partnership  in 2000 Bedfordshire signed a 12 year £260 million partnership agreement with Hyder Business Services (HBS)  Shared risk  Change Management skills  Investment  Changing the culture of local government

Hosted by Aggregating IT services across the County  Formal Partnership with District / Borough Councils in Bedfordshire  Sharing investment & technology within public sector provision – Police, Fire, Health, Education  Decision to implement a Contact Centre backed by CRM – SAP chosen as a robust, powerful product.  Of critical importance is the commitment SAP has made to product development

Hosted by Why SAP ?  Siebel were existing CRM partner with HBS  Private sector suppliers lacked vision and understanding of CRM requirements  Lack of flexibility over licence agreements combined with a SAP R3 roll-out and a very attractive price structure made the SAP CRM product an irresistible option.  Sharing the risk with SAP – reassurance of future product development  Comprehensive research project resulted in the SAP product being recommended to and approved by the County Council

Hosted by A modern working environment

Hosted by Our Contact Centre Looks Like This! Help Desks Telephone Face to Face Citizen & Customer Access Switchboard Mail Social Services Student Awards Direct Dial Numerous locations Using separate systems & databases Highways & Transport Communication & Marketing Trading Standards Others

Hosted by Public v Private Sector Services  Complexity of service provision – multi channel access, hundreds of services and service providers.  Public Sector driven by need to improve services – not by profit - and can ‘afford’ to implement a CRM programme with a high level of human interface.

Hosted by The Future ! Bedfordshire’s vision for 2003 and beyond  Public and private service providers working together, sharing cost and risk to provide an improved service at a reduced cost.  One Stop Shops - Interactive Kiosks – County wide Portal & On-line Transactions Historic Bedfordshire, investing for the future

Hosted by Questions? Hosted by