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Councillor Richard Stay Executive Member for Information & Systems Bedfordshire County Council

Learn about the strategic partnership with Hyder Business Services, decision to implement a Contact Centre backed by SAP CRM, and future vision for improved service delivery in Bedfordshire.

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Councillor Richard Stay Executive Member for Information & Systems Bedfordshire County Council

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  1. Councillor Richard StayExecutive Member for Information & SystemsBedfordshire County Council ‘The first SAP CRM implementation for UK Local Government’

  2. Local Government shows the way UK Government has set a target of 2005 for 100% of public services to be eEnabled – local government has risen to the challenge Strategic objective to make a step change in the way services are accessed and delivered is the key driver for Bedfordshire County Council CRM at the heart of our electronic service delivery programme

  3. Combining strength through a public / private strategic partnership in 2000 Bedfordshire signed a 12 year £260 million partnership agreement with Hyder Business Services (HBS) Shared risk Change Management skills Investment Changing the culture of local government

  4. Aggregating IT services across the County Formal Partnership with District / Borough Councils in Bedfordshire Sharing investment & technology within public sector provision – Police, Fire, Health, Education Decision to implement a Contact Centre backed by CRM – SAP chosen as a robust, powerful product. Of critical importance is the commitment SAP has made to product development

  5. Why SAP ? Siebel were existing CRM partner with HBS Private sector suppliers lacked vision and understanding of CRM requirements Lack of flexibility over licence agreements combined with a SAP R3 roll-out and a very attractive price structure made the SAP CRM product an irresistible option. Sharing the risk with SAP – reassurance of future product development Comprehensive research project resulted in the SAP product being recommended to and approved by the County Council

  6. A modern working environment

  7. E-Mail Mail Face to Face Telephone Citizen & Customer Access Direct Dial Switchboard Numerous locations Using separate systems & databases Others Communication & Marketing Trading Standards Highways & Transport Student Awards Social Services Our Contact Centre Looks Like This! Help Desks

  8. Public v Private Sector Services Complexity of service provision – multi channel access, hundreds of services and service providers. Public Sector driven by need to improve services – not by profit - and can ‘afford’ to implement a CRM programme with a high level of human interface.

  9. The Future ! Bedfordshire’s vision for 2003 and beyond Public and private service providers working together, sharing cost and risk to provide an improved service at a reduced cost. One Stop Shops - Interactive Kiosks – County wide Portal & On-line Transactions Historic Bedfordshire, investing for the future

  10. Hosted by Questions?

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