1. Multi Channel Customer Contact & Channel Shift Channel Choice and System Integration Bob Miller Argyll and Bute Council Customer Management Project Mgr.

2. Standard Self Service Processing Model WEB AUTO PHONE APP Roads Social Work Waste etc. Customer accesses a variety of self service channels to log a service request Information is logged on council’s CRM and then passed onto services Or it is passed directly to services for action Either way this is the primary zone of opportunity for system & process integration.

3. Benefits of Integration Efficiency: No rekeying, copying, pasting Accuracy: Nothing gets lost in translation Consistency: Same data fields transferred Speed:No delays in the process Training:Training burden reduced = Customers more likely to use an integrated self service system because it works better.

4. Benefits Are Recognised 92% of authorities see self service as a route to achieving cost savings. 87% recognise that the lack of integration is a barrier to achieving potential benefits of self service.

5. Use of of Integration …and yet the most recent NDL Integration Report tells us that: 15% of authorities use no integrations between their CRM and back office systems Another 28% have integrated less than a third of their CRM related processes.

6. Missed Integration Opportunities …75% of authorities report that they re-key self service data received from web eforms; which negates many benefits.

7. Many Self Service Channels Requires Many Approaches To Integration. APIs Web Services Database Lookups File Transfers XML RSL Feeds Universal Integrator

8. Customer Council Systems How Customer Interactions Go Direct To Our Services Customers - Lagan C2TW Portal - Lagan Payment Integration - Looking Local App (by Xmas) - Text and Webmails - Capita Web Pay - Netcall 24/7 Pay - Planning - Building Standards - Libraries - Roads & Lighting

9. CRM Council Systems Examples of Current Integrations CRM MacFarlane ACD Screenphone Netcall Automation Interface Lync Unified Comms Carefirst- Social Work IDOX- Regulatory Services Northgate Revs & Bens Civica EDMS WDM Roads & Lighting

10. Council System Examples of Current Integrations Virtual Teamwork Active Directory – Netcall Automation Netcall Automation – Pyramid MIS Macfarlane ACD – Netcall Qbuster Lync Comms – Phonex Call Logger Web XML – Looking Local Digi TV Web XML – Netcall Disruption Hotline Civica Cash Receipting – Northgate – Netcall Automated Payments

11. The Growing Value of Self Service 2011/12 65,560 Transactions £125,547 gross Savings £39,500 Net Savings 2012/13 153,280 Transactions £199,399 gross savings £117,392 Net Savings Integration Usage ALL telephone self service transactions rely on system integrations Circa 85% of web self service transactions use integrations 4 more self service integration projects in the short term

12. Don’t Neglect Employee Self Service & Integration Opportunities Timekeeping Leave Online Payslips (no longer paper) Online Travel & Subsistence Claims Centralised Council Absence Reporting Online Update of Employee Details Online Performance and Development (soon!)

13. NDL Survey Conclusion: “respondents recognise that implementing widespread citizen self service and achieving their aims has to be underpinned by the right technology. It demands a seamless process from front to back – in other words, the key element of successful self-service is cost- effective integration, which will reduce or even eliminate wasteful and expensive re-keying of data”.