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Councillor Richard StayExecutive Member for Information & Systems
Bedfordshire County Council
‘The first SAP CRM implementation for UK Local Government’
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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
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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
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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
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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
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A modern working environment
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Our Contact Centre Looks Like This!
Help Desks
Telephone Face to Face
Citizen & Customer Access
Switchboard
Social Services
StudentAwards
Direct Dial
Numerous locations Using separate systems & databases
Highways & Transport
Communication &
Marketing
Trading Standard
s
Others
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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.
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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
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Questions?
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