1. A PRAGMATIC APPROACH TO APPLICATION INTEGRATION John Kos

2. Why am I here?  Show that Service Transformation can be:  Fast  Simple  Cost effective  Demonstrate with three case studies:  Halton3 week cut to one hour disabled blue badge processing  CorbyContact centre revolution  RochdaleTransformed Street Scene, saved £1m in year one

3. Our business is Service Transformation Mobile Benefits Free Office Space Reduce IT Costs Cut Drive Time Activity Recording Self Service Stop Dual Entry Cut Visit Times Increase Face Time Process automation + Mobile Working

4. Our business is Service Transformation Mobile Benefits Free Office Space Reduce IT Costs Cut Drive Time Activity Recording Self Service Stop Dual Entry Cut Visit Times Increase Face Time Automating Processes + Mobile Working ROI in days and weeks not months and years

5. Transformation Opportunities CRMWebTVDigital Pen Smart PhoneTablet

6. Integration Hurdles Waste Contractor Health Multi-Agency Service Providers NHS Revenues & Benefits Housing Env Services Social Services Planning Revs & Bens Env Services Housing Social care Planning

7. awi – universal integration Waste Contractor Health Multi-Agency Service Providers NHS awi SX Application Integration Revenues & Benefits Housing Env Services Social Services Planning Revs & Bens Env Services Housing Social care Planning

8. awi – transformation architecture Waste Contractor Health Multi-Agency Service Providers NHS awi SX Application Integration Revenues & Benefits Housing Env Services Social Services Planning Revs & Bens Env Services Housing Social care Planning

9. awi – transformation architecture Waste Contractor Health Multi-Agency Service Providers NHS awi SX Application Integration awi MX mobile platform Revenues & Benefits Housing Env Services Social Services Planning Revs & Bens Env Services Housing Social care Planning

10. Halton BC – Blue badge issuing  NDL customer since October 2003  Improve & streamline service delivery  Generate efficiencies  OLM Carefirst for Social Services  In-house CRM

11. Halton BC – Blue badge issuing Before Transformation  Up to 4,000 + badges per annum  Manual process  Skilled in CareFirst  40 minutes per badge data input  20 + days to process a badge

12. Halton BC – Blue badge issuing After Transformation  Simple web interface to Carefirst  Unskilled Contact Centre staff  Quick - 10 mins. to create a badge  Time saving - 30 minute per badge  Free 2 full time employees  Equivalent to £420K over 7 years “awi SX from NDL does exactly what it says on the tin: it allows integration where alternatives are too expensive or simply not available... It truly is a universal business adaptor.” Pat Oliver, Programme Manager – Business Transformation

13. Rochdale – Environmental Services Purchased NDL in September 2009 Transform Environmental Services Strong Stewardship Ethic Specialist Rugged devices using Windows Integration with Civica Flare (APP) and Lagan CRM Target £750k savings over 5 years

14. Rochdale Council  100 staff using the HTC Touch HD2 & awi MX  Direct allocation of call from CRM to devices  Direct creation of new reports from devices  Focussed on four services:  Waste Services  Street Scene (regenerating road and streets)  Park / Green Area Management  Enforcement, e.g. fly-tipping

15. Street Services – Screen Shots

16. Rochdale Council  Within the first year, Rochdale saved over £1 million  Estimated to save £4.9 million over 5 years  No reduction in headcount  Fuel costs 5% lower  Insurance provisions reduced by 8%  Accident repairs reduced by 8%  Tripping claims reduced by 40%  Significant impact on SLA’s

17. NHS Blackpool  Trained late March  4 Integrations developed, 2 live and 2 in testing  Data Quality  40 hours, down to 3  Equipment ordering  0ne hour, down to 10 minutes  “We do thousands of these”  Appointment reminders  Using NHS free SMS service  Referral Processing  “We can drive iPM 10 times faster our fastest administrator”

18. Corby BC – CRM Integration  Population 57,000  Single Walk In Centre  Invested in a feature-rich CRM system  Lacked API’s to 7 back office systems  Little development resource  As a result:  CRM used for call logging  Service staff used all 7 back office systems

19. Corby BC – CRM Integration  Customer since Summer 2010  Adopted a Cloud based CRM solution  Implemented NDL integration software  Gave responsibility for the project to Kelly Vine-Ali  Customer Service Advisor  Zero programming experience  Not even GCSE in IT “At first I thought my manager was joking…. He wasn’t….. How could I possibly create an integration system… I know nothing about something of this scale.”

20. Corby BC – CRM Integration  The CRM has gone  Kelly has implemented 47 transaction types  Across all 7 back-office applications  Without the help of IT  Saving 90 seconds on every call “NDL is a product that we have proven works, it is a fully functioning integration system that we designed and built to accommodate our needs. This is all done by a person who was not an IT geek, but knew more about our processes and procedures.”

21. Why am I here?  Show that Service Transformation can be:  Fast  Simple  Cost effective  Over 100 local authorities plus 30 NHS Trusts transforming services with NDL  24 documented case studies  NDL CRM Report 8 th Edition

22. A PRAGMATIC APPROACH TO APPLICATION INTEGRATION John Kos