1. Novell BrainShare 2002
Government Success Story: CRM with Novell Portal Services and eDirectory™
Trent Badger
Product Manager
Novell, Inc.
Dave Turner
Officer
GroupLink
Paul Zubel
IT Director
New York City Council
BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

3. Outline Novell vision and mission
one Net Solutions Model
Novell Portal Services (NPS) purposes
CRM defined
Why CRM?
CRM components
CRM case example: New York City Government
Demonstration
Questions and answers

4. Vision…one Net Mission
A world where networks of all types—corporate and public, intranets, extranets, and the Internet—work together as one Net and securely connect employees, customers, suppliers, and partners across organizational boundaries
Mission
To solve complex business and technical challenges with Net business solutions that enable people, processes, and systems to work together and our customers to profit from the opportunities of a networked world

6. NPS Purposes Personalized, secure business experience
Simplify and focus
Build, enhance key relationships
Accelerate results

7. CRM Defined Constituent/customer/project relationship management
Better constituent/customer/project relations
Happier constituents = productivity and savings
Better/timely management reports
Better organizational responsiveness

8. CRM Defined: Industries Benefiting from CRM
Government—state and local
Constituent relationship management
Manage and track civic priorities and projects
Web interaction by constituents
Web and wireless interaction by government authorities
Deskless interaction by field workforce
Government—federal
Case (or Congressional) relationship management
Manage and track congressional projects
History of project activities
Reporting of future and past events to government authorities
Secure environment

9. CRM Defined: Industries Benefiting from CRM (cont.)
Sales, manufacturing, entertainment, banking, transport
Customer/project relationship management
Manage and track customer information, cases and projects
Web and wireless (deskless) interaction by field workforce
Professional services
e.g., legal, financial, insurance, CPAs, healthcare
e.g., engineering, architectural, advertising, consulting
Academic
Class (or counseling or collegiate) relationship management
Web interaction by students or affiliates, history recorded
Interaction with school suppliers, sponsors, trustees, etc.
Workflow-enabled

10. Why CRM? A Novell-Based CRM Perspective
Those seeking the benefits of a CRM solution also deserve the benefits of a “one Net” solution
The Novell-based eCRM solution
Is the only integrated CRM solution for LDAP, Microsoft, MS Exchange, Novell eDirectory™, Novell Portal, and Novell GroupWise®
Allows integration of all relevant databases into one holistic approach to customer, constituent and case relationships
Automates the business cycle from first contact to repeat relationships
Is eDirectory and LDAP–enabled
Novell Portal–enabled
Is Novell Yes Tested and Approved
Can support the GroupWise 6 vision of enabling the deskless workforce

11. Why CRM? Business Problems Solved by CRM Solution
Loss of efficiency or productivity due to poor constituent or project information storage procedures
Fragmented information storage
Keeping multiple constituent, contact or project databases, address books and calendars synchronized
Non-integrated front-office and back-office processes, leading to constituent/project frustration…leading to a crippled project or lost confidence
Solution...CRM

12. Why CRM? Business Problems Solved by Novell-Based CRM
Integrates into one Net environment
Centralizes database
Correlates activities to the calendar
Holds users accountable
Chronicles history
Reports on status and results

13. Why CRM? Quantified Problems Solved: Government CRM
Novell BrainShare 2002
Why CRM? Quantified Problems Solved: Government CRM
Return on Investment (ROI)
Average savings per employee
Response time reduced %
Work backlog reduced %
Errors/rework reduced %
Learning curve reduced %
Training costs reduced %
Calculated payback time = 4–5 months
BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

14. Why CRM? Who the CRM Advocates Are
Elected officials
Executive staff
IT/IS management
Clerical staff
Constituents

15. CRM Components with the Enterprise Network
Novell BrainShare 2002
CRM Components with the Enterprise Network
Network infrastructure
Identity management
Authentication
Directory services
Messaging
Task management
Calendar
Document management
Portal/web access
Wireless access
XML technology
Open database
CRM information
Project information
Contact information
Organization information
Profile
History
Events/schedules
Projects and campaigns
Support information
Service information
Specifications
Procedures
Referral information
Relationships/associations
Other
CRM process
Share/collaborate
Forecast/report
Review/approve
Route
Authenticate
Participate in workflow
Fulfill
Track status
Track history
Hold accountable
Keep secure
Other
Every part of your extended enterprise can work together as one Net
BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

16. CRM Components: Workflow
New relationship or project
Data entry
Manual
Imported
Web interaction
Active project
Fulfillment of relationship
Products
Services
Simply put, it’s managing all aspects of the constituent or project lifecycle, integrated via groupware or a web portal
Expanding relationship or project
Referrals
Repeat relationship
Expansion
Existing relationship or project
Service/support to contact or constituent

17. CRM Components: eReporting
CRM = management reports
“Drillable” information
Accessible anywhere (web/portal)

18. CRM Case Example: New York City Government
Novell BrainShare 2002
CRM Case Example: New York City Government
Portal-based constituent relationship management
Currently three primary CRM functions
Relationship management—51 council offices
Issue management—citizen concerns
eReporting—citizen issues by district, date, etc.
Future expansion
Portal interface for community/citizen groups
Portal interface for city services
Portal interface for media, businesses, etc.
BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

19. CRM Case Example: NYC Solution and Novell Model
Novell BrainShare 2002
CRM Case Example: NYC Solution and Novell Model
Novell Net Services
Software
Core services
Platform
Operating systems
NetWare
Windows
Solaris
Linux
AIX …
Novell eDirectory
Product groups
Constituents
Elected officials
Gov’t staff
NYC Government Services
NYC I.T. and GroupLink
Solutions
Users
Constituent/Project Relationship Management (CRM)
for State and Local Government
Integration
services
Portal
Content
delivery
Messaging
User provisioning
Collaboration
BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

20. CRM Case Example: NYC Example Screens
Novell BrainShare 2002
CRM Case Example: NYC Example Screens
BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

21. CRM Case Example: NYC Demonstration
Novell BrainShare 2002
CRM Case Example: NYC Demonstration
Constituent interface (web)
Administrator interaction
Council staff interaction
Councilmember interface (portal)
BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory

22. CRM Case Example: NYC Benefits
Personalized, secure business experience
Simplify and focus
Build, enhance key relationships
Accelerate results

23. CRM Case Example: NYC Benefits (cont.)
Constituent/customer/project relationship management
Better constituent/customer/project relations
Happier constituents = productivity and savings
Better/timely management reports
Better organizational responsiveness

24. Novell BrainShare 2002
Contact Information
Visit
Phone (801)
BUS226—Government Success Story: CRM with Novell Portal Services and eDirectory