1 / 12

The LGOL National CRM Programme

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

jsalvador
Download Presentation

The LGOL National CRM Programme

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

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

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

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

  4. The National CRM Programme 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

  5. The National CRM Programme 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

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

  7. The National CRM Programme 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

  8. 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 The National CRM Programme National CRM Academy… FREE practical help

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

  10. The National CRM Programme 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

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

  12. The National CRM Programme END…

More Related