Service Transformation

Presented by: Perry Alexander PerryAlexander@insightbb.com Service Transformation transform how you provide services 2005 US Youth Soccer adidas Workshop and Coaches Convention Salt Lake City, Utah February 2005

Service Transformation The world is leaving the industrial age of the 19th and 20th centuries where service was delivered by hand from one person to another. Service in the 21st century will be delivered electronically. In the industrial age, lighthouses showed the way to harbor and were a symbol of safety. Today, handheld GPS devices have replaced them and even a common cell phone can signal where one is better than any lighthouse. Service Transformation in action. Service Transformation is moving from the manual delivery of services by soccer organizations to using advanced electronic media and enhanced communications. Sapelo Island, GA Service Transformation

Service Transformation • coaching education • tournament administration • field status information • player & volunteer management • volunteer background checks • surveys • calendar systems • newsletters • electronic fill in forms • travel and tournaments, • ODP management Transform how you provide services -- dramatically improve customer satisfaction while reducing cost. Unlock the power of the Internet to transform services and enhance your web presence for state and local soccer offices through the use of interactive, web delivered forms, newsletters and programs A whole new generation of “team or groupware” programs from Microsoft, Adobe and independent developers are pushing the limits on what can be done to provide better communications at a lower cost, increase the speed and decrease the cost of providing basic services such as Service Transformation

Cape Blanco Oregon transform how you provide services With the advent of the internet and email, the tool box for reaching, training, developing and informing members has increased dramatically New information, forms, materials move for idea to design to immediate availability using the web as the distribution media. New internet applications based on new technologies are dramatically expanding the power of systems to deliver service to members. Service Transformation

Boston Light Mass. transform how you provide services One of the most labor intensive functions of a state or club office is answering questions and providing telephone support. The more support can be automated, the more costs can be reduced. The world wide web presents opportunities provide support online 24/365 and reduce the number of calls to the This session will explore how the internet can be exploited transform how services can be provided to members through the use of player and volunteer management software, online calendars, enewsletters, electronic forms and more. Service Transformation

coaching education system • Completely automate the coaching clinic registration, management and certificate process. • From course listing on the web to online registration, automated coaching education systems transform how coaching education can be offered. • New software allows every step of offering courses to automated and enhanced. Pigeon Point, CA Service Transformation

coaching education system easy-to-use admin control panel provides the ability to • add new coaching course (the system even automatically updates the online registration form when you add a new course or mark a course as full), • track payments, communicate with registrants via email, and "pass" coaches as they complete their respective courses and • automatically sends out certificates in easy to print PDF format to coaches who have passed a coaching course. e-Coaching:http://www.hammerhead.net/ecoaching/ Service Transformation

coaching education system The system allows posting and viewing/editing coaching clinics and calendar events: • Add a New Coaching Clinic to the Web Site • View and/or Edit Previously Posted Coaching Clinics • Add/Edit Other Calendar Events Sample Add A New Coaching Clinic Form Service Transformation http://www.hammerhead.net/ecoaching/

coaching education system The system allows posting of coaching courses directly to the website and also allows: • Coaches to select to register for the course online • Registration status of the course, number of slots available, number need to hold course • Fully subscribed course are automatically marked as full System automatically updates number of open space available Service Transformation http://www.hammerhead.net/ecoaching/

coaching education system Administrative Features of the System Coaching Clinic Registrations: • Enter Paper Registrations Received into the Online Coaching Clinic System • View Coaches Registered for All Coaching Clinics • View Coaches Registered for a Particular Clinic • Mark a Coaching Clinic Registration(s) as PAID • Email Coaches Registered for a Particular Clinic • Print a List of Coaches Registered for a Particular Clinic (PDF) • Email a List of Coaches Registered for a Particular Clinic to the Clinic Instructor Service Transformation http://www.hammerhead.net/ecoaching/

Hammerhead Communications1-800-511-1574 www.Hammerhead.netEmail: info@Hammerhead.net Cincinnati · Atlanta · Fullerton coaching education system Coaching Clinic Certificates: • Mark Coaching Clinic Participants as "Passed" / Email Certificates • Lookup/Find a Coach, Resend their Coaching Certificate by Email • Lookup/Find a Coach, Print their Coaching Certificate (PDF) Service Transformation http://www.hammerhead.net/ecoaching/

Presque Isle, PA tournament administration • Tournaments have become a major source of funding for many organizations. You can transform how you provide services for your tournament by using one of the automated tournament entry and tracking systems. • The system can be as simple as an online registration system that collects entry information and accepts credit cards to a full featured system that schedules game, tracks fields and publishes schedules and standings to your website. • The choice of system depends on the complexity of the tournament and the size of your budget Service Transformation

tournament administration This is an example of a basic system that provides support for online registration and payment and allows basic reporting. To create a schedule, data can be exported to software such as Excel for manipulation and the resultant schedules can be imported for publication to the web. Online forms allow the collection of all needed data from those wishing to enter. The system can automatically send email confirmation. Service Transformation

tournament administration Tournament systems allow for the collections of entries, payment of fees and automated replies. They can also provide tools to manage the entries and automate the management of the tournament data. Once an application is entered, the tournament organizers are able to pull a variety of reports to allow them to manage entries and print reports Service Transformation

Point Judith, RI field status information system • Each League, Club or Team within an association can be assigned a password. Once they have this information they will be able to log into the Field Status Admin Section of your web page. • Clubs or leagues will the have the opportunity to update their field conditions by choosing their names from a drop down menu and entering their provided password. • An additional comments box is included, which allows posting an associated message. The system displays the time the last update was made. A weather channel image can also be added to the view field display which can provide your members with even more weather related information. Service Transformation

field status information system Maps, League Standings and other features can be linked to the field information You can easily provide up to date field status information for participants automatically via your website. Teams can quickly check field status in inclimate weather to determine field availability This is a system mostly used by Leagues/Clubs to report field status in real-time Local field weather conditions can be displayed on the web for each field. Service Transformation e-Field Status System:http://hammerhead.net/eFieldStatus/

player & volunteer management • Player registration software has been available for the past decade or more. The software has evolved from simple database applications that allowed the input of player information to create rosters and other simple reports. • A new generation of more advanced applications are hitting the market. The new software systems are providing far more features and introducing player and volunteer management functionality. • From online risk management to centralized approval of transfers, adds, drops and other functions, the new software helps eliminate forms and manual approval and allows easy enforcement of player and team rules. • Online processing and centralized data storage are eliminating paper and the traditional delay of data submission to the state office. Stony Point, NY Service Transformation

player & volunteer management Internet Based Registration Systems • Manage Pass And Roster Printing. • For State Associations That Print Passes At State Office • “Workflow” sends teams from club to state office. • Approval and Print Queues -- Organizes and manages pass and roster printing. • Reduces turnaround time for the club. • New Policies are always needed. • The membership will always find creative ways to get around existing policies. • Creates the need for new and refined policies. • Make sure your system can react quickly. • Internet systems are centrally managed. • Policies can be added/changed in one place. • No need for conversions or upgrades by club personnel. • Very fast turnaround time. Service Transformation

player & volunteer management Internet Based Registration Systems • Benefits: • Reduce State Office Workload Through New Efficiencies • Enforce Registration Policies That Could Not Be Enforced Before. • No More File Transfers • Share Risk Management Workload • Common Database • Shared By State And Clubs • Real time access by state office and clubs. • Supports multiple simultaneous users. • Clubs can not see each others data but state office is able to see all. • As players are registered, they are visible to the state office. • Saves Time And Provides Real-time View Of Registration. Service Transformation

State Office No More File Transfers player & volunteer management State Association Database CLUB A Club Registrar CLUB B State Meeting Service Transformation http://www.leagueone.com

player & volunteer management Enforce Your Registration Policies • Support your registration policies. • Enforce your policies at the club level. • Withhold key documents until policies are met. • Allow new policies to be implemented quickly. • Support Multiple Registration (Primary, Secondary) • Handle Different Rules For Each Playing Division • Select, Recreational, etc. • Roster Size, Age Up Rules, etc. • Prevent Duplicate Registrations Between Clubs • Set Data Quality Standards • Address, phone, email for coaches and players. Service Transformation

player & volunteer management Approval rules can be used to ensure that clubs complete Volunteer Disclosures and/or Background checks before they can get player passes and rosters. Team must be approved before player passes and rosters can be printed. Team must pass state association rules to be approved. Service Transformation http://www.leagueone.com

player & volunteer management • Integrate Risk Management w/Registration • Gives clubs tools to easily ensure that all disclosures have been completed. • Gives Risk Mgmt Officer tools to manage risk mgmt problems. • Saves $$$ for state office and clubs and improves compliance. • How • Uses online volunteer disclosure forms. • Links club coaches, asst coaches, etc. to disclosure forms. • Can prevent passes and roster printing until disclosures are completed. • Integration with your background check vendor to prevent data entry. Service Transformation

Complete view of a volunteer: Jobs (coaching and administrative) Certifications Volunteer Disclosures Background Checks player & volunteer management Service Transformation http://www.leagueone.com

LeagueOne Soccer Registration 3000 Danville Blvd. Suite 224 Alamo, CA 94507 (888) 380-8849 email: sales@leagueone.com player & volunteer management Collect Volunteer Disclosures Online. Rather than collect paper forms, use templates to allow volunteers to input their data online for later processing. Service Transformation http://www.leagueone.com

Assign coaches to teams. Easily see if the coach has disclosures and/or background checks on file and when they expire. Track all of the relevant dates (assignment, passes, drop, transfer, etc.) for players and coaches. http://www.leagueone.com

player & volunteer management Enforce Policies At The Club Level • Let the club catch problems early. • During player registration. • During team formation. • Withhold key documents until policies are met. • Prevent player passes and rosters from printing until policies are met. • Puts “teeth” behind your policies. • Integrate Risk Management With Registration • i.e. Require disclosures for each coach and assistant coach. • Identify missing disclosures/background checks and email reminders to volunteer Service Transformation

Clubs or State Office can easily get a list of volunteers that have not completed disclosures. Clubs can send email reminders to volunteers instructing them to complete disclosures. The date in the "Remind" column is the date that the last email reminder was sent. Service Transformation

volunteer background checks • Is your current Risk Management or KidSafe program a long line of paper and fax trails costing your organization time and money? • Imagine the benefits if your members could apply for their risk management certificates online in a matter of minutes and your office did not have to do any data entry. • New online systems allow you to transform your whole volunteer background checks. Algoma Pierhead, WI Service Transformation http://www.hammerhead.net/SafeKids/

volunteer background checks US Youth Soccer has developed a partnership with VolunteerSelect VolunteerSelect is an Online Screening Service to Help Ensure the Safety of Your Soccer PlayersVolunteerSelect, a charitable initiative of ChoicePoint, now offers deeply discounted pricing for background screening of U.S. Youth Soccer volunteers. This high-quality, Web-based service is easy to use and affordable— helping organizations save time and money while providing safer working environments. For more information, please contact US Youth Soccer OR Inquire by Phone: 866-399-6647 Send an email:info@volunteerselect.com Service Transformation http://usyouthsoccer.org/docs/volunteerselect.htm/

volunteer background checks e-Risk Management/Safe Kids System ` e-Risk Management/Safe Kids Application System allows you to provide online certification for your organization's Risk Management and/or KidSafe Program. The e-Risk system was developed by Hammerhead Communications and is used by a number of state associations across the country. Service Transformation http://www.hammerhead.net/SafeKids/

volunteer background checks Here’s How the System Works: A user visits your web site and clicks on your Risk Management link. Once there, users select your Online Risk Management Certification link and, after a few simple prequalifying questions, are referred to either the New Certification or Recertification online form. Once the user completes the form and clicks submit, the form data automatically populates an online database (where you and your staff will have password protected access to review and edit each entry) – then users are given a temporary certificate form (clearly stamped with your organization’s official Risk Management Certificate), which is good for 30 days. The user then simply prints the temporary certificate and agrees to any special terms by signing the printed page. Don't want to provide a 30 day temporary certificate? No problem, your online database system may bypass the temporary clearance feature and simply collect the users personal information. Service Transformation http://www.hammerhead.net/SafeKids/

volunteer background checks Your office, utilizing the easy to use Microsoft Access database that has been populated online, then may review the data the person submitted, run any/all background checks (see below). Or, you can also add a card printing feature to your online Access Database that would allow you and your staff to print the certificate cards directly out of your online Access Database. Plus, since the data is stored in Access (MDB) format, you can export the data into any Excel or database utility (FoxPro, Dbase or even another Access Database). The system can also be set-up to automatically email people when their certificates are expiring. Service Transformation http://www.hammerhead.net/SafeKids/

Hammerhead Communications1-800-511-1574www.Hammerhead.netEmail: Ray@Hammerhead.netCincinnati, OhioAtlanta, GeorgiaFullerton, California volunteer background checks Certificates for Your Members - Integrated Background Checking Feature The e-Risk Managament System is that easy. Your members get instant 30 day temporary certificates and your office staff has everything you need in a nice, compact online database (and no data entry) to run all the appropriate legal and background checks to generate actual Risk Management Certificates. The data that will be stored in your online RM database can then be used to run background checks using our unique built-in Background Screening Feature through Intellicorp. Our integrated background checking feature is easy to use and helps make sure you don't run background checks more than once on the same person within a specified time frame. The reports are posted within days on a secure website - you can then easily add anyone who doesn't pass the background test into a disqualified list so they cannot attain future clearance or certificates. Service Transformation http://www.hammerhead.net/SafeKids/

LeagueOne Soccer Registration 3000 Danville Blvd. Suite 224 Alamo, CA 94507 (888) 380-8849 email: sales@leagueone.com volunteer background checks • Integrate Risk Management w/Registration • Gives clubs tools to easily ensure that all disclosures have been completed. • Gives Risk Mgmt Officer tools to manage risk mgmt problems. • Saves $$$ for state office and clubs and improves compliance. • How • Uses online volunteer disclosure forms. • Links club coaches, asst coaches, etc. to disclosure forms. • Can prevent passes and roster printing until disclosures are completed. • Roster will not print if volunteers have not been cleared. • Integration with your background check vendor to prevent data entry. Service Transformation

Cape Hatteras, NC surveys • Transform how you provide services by using online polls and surveys to find out what you members think about your programs and events. • Online, interactive software systems make it easy for an association to have feedback on programs such as coaching education, referee training, Olympic Development Programs, State Tournaments and more. • Direct feedback from participants allows the state association to transform services to better meet the needs of the partipants. • Systems can be as simple as the forms built into FrontPage to the more complex system described on the following slides. Service Transformation

surveys One of the strongest survey systems on the internet is FREE. InfoPoll offers free Infodesigner to allow you to create your own polls. Service Transformation http://www.infopoll.com/

surveys The free Infopoll Designer provides a interactive design platform to design your survey or poll easily and quickly. On screen previews allow you to see exactly what your users will see in the finished poll. Service Transformation http://www.infopoll.com/

surveys Benefits • Designed for everyone - With Infopoll Designer, anyone can design a great-looking questionnaire effortlessly in little time without asking your IT team for assistance. No coding required, no knowledge of HTML, CGI and databases to create Internet-enabled form for email and web surveys. • Higher response rates - Web-based questionnaire forms make it easier for respondents to take part in your surveys. • Easy to deploy - With a one-button click to deploy your questionnaire, it's ready for live data collection without requiring any technical help. • It's free! Infopoll Designer costs nothing to download. Your organization can install as many copies without any limitations. No time bomb and no features disabled. Service Transformation http://www.infopoll.com/

surveys Infopoll Survey Hosting Service • The Infopoll survey hosting service is targeted for those who want to do a rapid survey without the hassle of purchasing and administrating software. • Infopoll provides everything that you need to design a questionnaire, deploy to our Infopoll Hosting Server and deliver real-time results. • You can design your questionnaire and have it online within hours. • Take a guided tour to see how easy it is to conduct a professional survey. Service Transformation http://www.infopoll.com/

surveys e-Survey System: The customer e-Survey and Test Systems allow you the ability to collect data through your web site in a well organized easy to use format Then these powerful secure systems automatically tabulate your surveys or grade test answers. The e-Survey and Test Systems are a great addition to various soccer programs, particularly a Coaching or Referee Certification Program. Service Transformation http://www.hammerhead.net/surveys/

surveys Scenario: Your association probably conducts coaching certification programs. With one of our custom systems, you could first allow your members to register online for the coaching course After the users have registered and attended the course, you could use an e-Survey to allow the attendees to evaluate the clinician or conduct an e-test to grade the participants. In either case, the results would be captured in a secure online database and tabulated to produce average ratings for a clinician or test scores for an attendee. But this is just one example. Since our e-Survey and Test Systems are custom developed for each and every project, we can create a system to conduct a survey about any of your programs or even test aspiring referees to see how well they know the rules of the game. The practical uses are endless. Hammerhead Communications1-800-511-1574www.Hammerhead.netEmail: Ray@Hammerhead.netCincinnati, OhioAtlanta, GeorgiaFullerton, California Service Transformation http://www.hammerhead.net/surveys/

Burkehaven, NH calendars systems • Electronic calendars provide an inexpensive way to share information on the scheduling of state programs and events. • Electronic calendars provide a quick and convenient method of communicating changes such as the time, location or date of an event. • Adding updated information to a website is much quicker than having to update and mail printed materials. • New calendar systems allow users to enter and update their calendar information for review by the association before posting. Service Transformation

calendars systems Attention All Ohio South Tournament Directors: Do you need to Update your Tournament information displayed above? Click Here to login and update your tournament information. Approved changes will be posted within a few days. Mary Island, Alaska Service Transformation http://hammerhead.net/Calendar/

calendars systems You simply go to a password protected page on your web site and enter in events (see illustration at right). Once you enter the event(s), the system then automatically displays all the events on the main calendar page of your association's web site and also displays the appropriate events on program specific pages. For example, if you enter an ODP Training date, that event will automatically appear (sorted by date of event) on your main calendar AND on the ODP calendar web page. Thus, your ODP page will only contain events specific to your Olympic Development Program. Service Transformation

calendars systems Program specific calendars work great for Coaching Clinics, State Cup events, Referee Courses and/or any other program-specific events. Additionally, you easily have the ability to edit (dates/times often change for events) or even delete any event (a great feature when an event is canceled). Need to cancel an event at midnight on a Saturday night? No problem - with the e-Calendar System you simply go to your web site and cancel or change the details for the event - the changes you make automatically appear in real-time on your web site. You do not need to have any knowledge of web site design or html coding Service Transformation

calendars systems Some prefer a system that looks and feels like a "calendar". Shown to the right is a totally new and improved calendar system that looks like a calendar (instead of displaying the dates and events in standard web table format), and includes the ability for users to select to view the calendar events by month, by year or even by week. . . Service Transformation http://www.hammerhead.net/ecalendar/

Cape Hatteras, NC. electronic newsletters • Electronic newsletters are a quick and inexpensive way to communicate with those interested in programs and events. They have a faster turnaround time that printed mailings at a far lower cost. • Electronic newsletters can be done internally or they can be done for you by corporate internet marketing companies • Electronic newsletters can also be done using inexpensive and/or free internet service companies. • Electronic newsletters can be used selectively for individual programs to reach selected target audiences. Service Transformation

electronic newsletters Here’s a sample screen from Constant Contact where the Kentucky Tournament Newsletter is in progress. Using this screen, Dave McIver – State Program Manager, is creating the lead article in the newsletter by: • inputting text for the article, • linking to a section on the state website and naming the link • creating the headline and • adding a picture Service Transformation http://constantcontact.com/

electronic newsletters Constant Contact uses a simple interface shown above to produce professional looking out put Service Transformation http://constantcontact.com/

Service Transformation