ICT tools: designed and developed for applicants support

Daniel Foltýnek

Date:

Place:

2009-06-16

INFORM Meeting

Who we are? Setting the stage

• Regional Council is the Managing Authority of

the Regional Operational Programme (ROP)

• We operate in the Moravia-Silesia Cohesion

Region, Czech Republic (Ostrava).

• ROP supports local and regional infrastructure,

ERDF allocation is more than 716M EUR.

Where is Ostrava? Google it!

Overall responsibility for implementation

• Regional Council is the only body implementing

ROP. (Consists of Office, Committee and Chairman.)

• Structure of the organization is process-oriented

and covers all of functions.

• Process of marketing and consultancy support is

on the same priority level as the project

selection or payment.

Value chain of the project applications

Information support

Project's Selection

Project's Implementation

Project's Payments

Design of the applicant's support

• Clear responsibility: department of marketing.

• Definition of the goals – client and financial perspective.

• Key service: project consultancy.

• Most effective way to support it: implementation of ICT tools (systems), supporting the key functions of the process.

Requested result: simply and effectively

• System design solves the most logistic and

personal sensitive operations of the project

consultancy service: project registration,

meeting booking and request forwarding.

• Parts of the jigsaw: web (CMS), CRM system

and call centre.

Design scheme

CMS: Content management system

CRM: Customer relationship management

Selection of meeting date (after login) - Applicant

Possibility to select date and time ofthe meeting – Consultants offersome free slot viaMS OUTLOOK

Project details - Applicant

Applicants have to fill in all of the project details (project type, investment costs, deadlines etc.). The form is very simple and brief.

E-mail confirmation - Applicant

Project and meeting details are sent via e-mail, date and time is set and applicant is welcome

Meeting booking – consultant

Meeting is placed into consultant's MS OUTLOOK calendar

Time slot is taken and no longer offered

Interconnection with CRM system

Meeting is registered as „activity“ into CRM system

Interconnection with CRM system

Project can be also converted info „potential project“

All information in one place!

• We store all relevant information in one place

– personal details, organization details,

interactions (meetings, phone calls, e-mails)

and potential projects.

All information in one place - sample

Meetings

Projects

Phone calls

Personal info

Sample: e-mails

Sample: projects

Sample: phone calls history (call centre)

Benefits for applicants

• Logistic of the service is effective and simple –

applicants can book a time slot on-line up to

their needs and possibilities

• All of data are stored and shared with us –

consultancy support can be punctual and on-

demand.

Benefits for Regional Council

• We are able to provide a high level of

consultancy service – consultants are better

utilized thanks to reduction of „handling“ time.

• Manager can analyze actual workload.

• We can analyze absorption capacity, make

forecasts and evaluate the Programme.

Workload – analyze of „actions“

If the system is set properly, manager can analyze the groups of operations (meetings, phone calls etc.) and customize the service.

CRM as a marketing tool

• CRM is also the place for preparation of

marketing campaigns (newsletters, info mails

etc.)

• Recipients are managed there – user profile

contains options for receiving e-mails and so on.

• Many of functions are not utilized yet…

Summary

• New information technologies provide a wide

range of tools and interconnections.

• Public services are able to adopt a best practice

from private sector and customize it.

• So the most important issue is value for

money…

Thank you for your attention!

Daniel FoltýnekRegional Council of the Moravian-Silesian Region

daniel.foltynek@rr-moravskoslezsko.cz