Lead more Microsoft Business Value Framework X X

Balance Needs of a Changing Government The dual challenges of IT in Local government Reduce cost and aid economic recovery. Modernise government processes. Deliver services directly to citizens. Create more jobs, and encourage and enable environmental sustainability. Broaden access to technology. Consolidate redundant investments. Facilitate transparency, accountability. Help ensure interoperation with business systems. Deliver IT innovation. Support political and business objectives Maximize impact of IT with reduced budgets

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6 Improvement Citizen Services NI 179 Value for moneyX NI 14: Avoidable contactX NI 185: (PSA 27) CO2 reductionX Metric Tonnes Increase in First Call ResolutionX Human Resources FABRIC VfM - HR Primary indicator 1X NI 179: Value for moneyX NI 185: (PSA 27) CO2 reductionX Metric Tonnes Finance FABRIC VfM - Finance Primary indicator 1X NI 179: Value for moneyX NI 185: (PSA 27) CO2 reductionX Metric Tonnes Procurement FABRIC VfM - Procurement Primary indicator 1X NI 179: Value for moneyX NI 185: (PSA 27) CO2 reductionX Metric Tonnes National Outcome and Indicator Set - NI 14: Avoidable contact Avoidable contacts FABRIC VfM - Primary indicator 1: Cost effectiveness of the (specific business) function as a % of Organisational Running Costs National Outcome and Indicator Set - NI 179: Total net value of on-going cash-releasing value for money gains that have impacted since the start of the financial year National Outcome and Indicator Set - NI 185: (PSA 27) CO2 reduction from Local Authority operations

7 Improvement Estates FABRIC VfM – Estates Primary indicator 1X NI 179: Value for moneyX NI 185: (PSA 27) CO2 reductionX Metric Tonnes ICT FABRIC VfM - ICT Primary indicator 1X NI 179: Value for moneyX NI 185: (PSA 27) CO2 reductionX Metric Tonnes FABRIC VfM - Primary indicator 1: Cost effectiveness of the (specific business) function as a % of Organisational Running Costs National Outcome and Indicator Set - NI 179: Total net value of on-going cash-releasing value for money gains that have impacted since the start of the financial year National Outcome and Indicator Set - NI 185: (PSA 27) CO2 reduction from Local Authority operations

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Cost Avoidance from Not Hiring Additional Contact Centre Agents with Dynamics CRM Not included due to investment in SAP Cost Avoidance from Not Needing to Fill in Paper Job Sheets at the Contact Centre with Dynamics CRM Not included due to investment in SAP Reducing the Number of Avoidable Contacts with Dynamics CRM Not included due to investment in SAP Improving the Number of Contact Centre Calls Resolved at First Point of Contact with Dynamics CRM Not included due to investment in SAP Travel Savings from Electronically Generated Job Sheets with Dynamics CRM Not included due to investment in SAP Server Virtualisation Savings with Windows Server Not included due to investment in VMWARE Energy and Data Centre Saving with with Windows Server Virtualisation Not included due to investment in VMWARE

Embrace the Cloud lower infrastructure costs, lower cost, move to opex v capex High availability, latest technology, scalable (up and down) Compomise Replace expensive to manage ‘best of breed’ Software Reduce Duplication (Virtualisation, DB, BI, EDRM, Security & A/V …) Deploy Use what is already owned. Standardise Standard desktop builds – produce lowest cost desktop Virtualise: Applications, Servers and Desktops Capitalise: Microsoft centrally negotiated UK government licensing agreement PSA10 – adapts for changing business models (e.g. Cloud) Best price for Public Sector guaranteed

Appendix

City of Edinburgh Council Works Towards Delivering Smart City Vision with Infrastructure Optimisation Model In 2005, the City of Edinburgh Council embarked on a service-led IT transformation programme that resulted in a net benefit of around £5 million in direct IT costs and a return on investment in just 14 months. The total savings over five years are estimated at £6.4 million. Evaluation through a Microsoft® Infrastructure Optimisation Model showed a better than expected reduction in cost of support of the desktop estate of 32 per cent and reduction in cost of the servers of 72 per cent. An actual reduction of 69 per cent in hardware incidents has been achieved. “Microsoft brought significant thought leadership to the table in helping design and provide the necessary support and assistance to make the programme a success. Choosing Microsoft solutions as a core part of the new environment made it significantly easier to deliver the improved user experience and the level of integration required for the programme..” Andrew Unsworth Head of E-Government The City of Edinburgh Council 15

Council Cuts Carbon Footprint and Saves £4m With the help of Microsoft, Wakefield will achieve more than £4 million in revenue savings, which will ultimately be passed on to citizens in the shape of citizen savings and more efficient services. Productivity gains of 15 per cent have already been made in some services through home working, with cashable savings of £81,000 a year in the council’s e-services unit alone. Flexible working is also helping the council achieve environmental savings, having cut the amount of petrol the local authority consumes and enabling Wakefield to save 127,000 annual commuting miles, reducing total carbon emissions by 35 tons per year. “Worksmart is delivering real benefits for citizens, employees, and the council. The integrated programme is rationalising the council’s property portfolio, improving staff productivity, and providing a modern, fit-for- purpose workspace.” Michael O’Malley, Systems and Technical Manager, Wakefield Metropolitan District Council 16

New Service Information System Helps City Council Deliver Citizen-Centric Services Derby City Council set up a Contact Centre for residents which connected them with a single call to over 600 city services, using Microsoft Dynamics and Microsoft BizTalk Server Achieving an extremely efficient system upgrade in just 2 days, the subsequent operational results have been even more impressive: 160 hours saved annually on calls. 1,000 hours saved annually on manual paper processing. 90 minutes saved weekly in travel time for each officer, as well as savings in fuel costs. Reduction in abandoned calls, with an answer rate of 88%. Valuable business intelligence, with the ability to measure performance, demonstrate efficiencies and continue improvements. “By empowering our Derby Direct agents to deal with most enquiries themselves, BizTalk Server 2006, InfoPath 2003, and the other elements of our architecture, ensure our specialist staff can concentrate their efforts where they are most effective.” David Gale Principal IT Consultant Derby City Council 17

City of London Uses Microsoft Dynamics CRM to treat royalty and expand services to citizens The City of London decided to set up a Contact Centre for citizens using Microsoft Dynamics CRM because it was easy to configure and use, flexible, integrated seamlessly with Microsoft Office. It also provided a consolidated profile of customer interactions across departments, thus enabling much improved management information. In the 2 nd year post implementation: Over 200,000 calls were answered, including switchboard. Over 96% of all contact centre calls were answered personally by a contact centre agent 75% of contact centre calls were resolved at the first point of contact (i.e. not passed on to specialists) Over 80 service areas are now dealt with by the Contact Centre “Microsoft CRM has helped us to join up our services across the organisation. It has also offered the flexible tool we needed to run everything from the Contact Centre, to VIP event planning, and elections data management.” Susan Attard Deputy Town Clerk City of London Corporation 18

London Council Transforms Public Service Delivery, Saving £459,000 a Year London Borough of Brent, a council with the third-lowest information and communications technology (ICT) costs in London, wanted to maintain its cost reduction strategy while improving staff productivity and collaboration. By deploying Microsoft technologies—including Microsoft Office 2007—the council is giving its employees flexible and secure remote access to any application from a broad range of devices and locations. It is also improving security and protecting its data centre from unauthorised access. The implementation is already helping to achieve estimated cashable savings of at least £459,000 (U.S.$742,000) a year, on an annual ICT budget of £7.5 million, and reduce carbon emissions by 4.46 tonnes a year. “Our estimate for savings of £459,000 is highly conservative and in addition there are many non-cashable benefits. On Microsoft Office 2007 alone, we forecast that we’ll have a return on investment by year three of more than £42,000, while with a competitor solution we would still be in deficit by £70,000 in year three.” Tony Ellis Head of IT London Borough of Brent 19

City Government Uses Online Services for Messaging, Saves 40 Percent Annually The City decided to deploy the services included in the Business Productivity Online Standard Suite. There were immediate cost savings from not having to purchase any hardware or to train staff to support the new and collaboration services, and there will be ongoing cost savings in server administration, software upgrades, and hardware replacements. All of these provide total savings of approximately 40 percent annually. The city also has the flexibility of choosing to deploy individual services to different departments as needed, which has reduced licensing costs for deskless workers. Not only did the city reduce capital costs, but it also simplified IT budgeting since it requires only a monthly subscription fee. “With Microsoft Online Services, we can achieve that goal of doing more with less. The suite reduces IT costs while delivering more services than we could provide on our own. It’s a win all the way around.” Gordon Peterson Director of Information Technology, City of Carlsbad 20

City of Miami Uses Windows 7 to Improve City Services With Less Budget The City of Miami saw in Windows 7 the opportunity to deliver significant benefits, even in an environment of scarce staff and increasing demand for IT services. The city expects an estimated return on investment (ROI) of 151% and internal rate of return (IRR) of 78%, with payback in less than 15 months based on direct IT labor savings alone. Benefits include direct IT labor-cost savings estimated at U.S.$89/PC/year, made possible by automated deployment, enhanced security, and desktop management tools. When power savings are included, the business case is even more compelling, with an estimated net present value (NPV) of $250/ PC during a 3- year cash-flow period and a payback period of approximately 9 months. “Now, when every budget dollar counts, we can deliver higher levels of service at lower costs. Doing more with less is a compelling way to assure citizens that tax revenue is being spent wisely.” Peter W. Korinis Chief Information Officer City of Miami 21