1. The LGOL National CRM Programme Presentation to Q and P Scrutiny Committee 24 th November 2003 Mike Willetts Salford @dvance The National CRM Programme

2. Programme Aim… To enable Councils to exploit CRM in order to transform Customer Service, by providing a comprehensive toolkit and services by mid 2004 The National CRM Programme

3. Context.. Part of National e-Government Projects Programme Enhances Pathfinder products Salford invited to join by ODPM Partner with MBS The National CRM Programme

4. Perceptions … Belief that CRM is all about technology Confusion over meaning – CRM means different things to different people Confusion about the way in which CRM integrates with other elements of e- Gov Lack of a comprehensive Business Case Perceived as High Risk – pundits warn of high failure rates Lack of a Body of Knowledge that could guide Local Authority decision makers The National CRM Programme

5. The Need… To demystify, clarify and explain the opportunities, options and implications of CRM as Change Enabler, within context of e-government agenda To help council managers make appropriate decisions To prove and demonstrate the benefits based on sound, appropriate business case To provide Advice, Knowledge Base, Tools and Support for Self – Assessment,Capacity Building and implementation The National CRM Programme

6. Governance and Partners… ODPM / OeE London Borough of Tower Hamlets (Lead) Salford Brent Newham Knowsley Hull Plus Proof of Concept Councils The National CRM Programme

7. Programme Components … Baseline SCAN Business Case Development and Roadmap CRM Standards and Technical Specifications Proof of Concept Testing Integration and adapters CRM Business Framework Suppliers Forum Dissemination and Deployment Programme AND… CRM Academy for change management support The National CRM Programme

8. National CRM Academy… Tools, Methods and Support for Organisational transformation Self – Assessment Maturity Tools covering Customer Service and Change Management Training Portfolio, e-Learning, workshops and forums BPR Toolkit Knowledge Base AND.. Business Model for sustainable Academy Entity FREE practical help The National CRM Programme

9. Dissemination Programme.. Nationally driven campaign Aim for swift and effective dissemination for early access and maximum take-up Emphasis on community building/sharing The National CRM Programme

10. Where are we now? Products well developed in conjunction with Manchester Business School - due for completion Jan 04 Training Content in development and courses due Dec 03 Business Model for Academy in development in conjunction with Audit Commission The National CRM Programme

11. Benefits to Salford.. National (and International) recognition Substantial Grant (£1/2m) Use of Products developed The National CRM Programme

12. END… The National CRM Programme