London Borough of Havering - Oracle · August 2002 -----UAT Begins ... – Oracle TCA Customer...

- London Borough of Havering -

Craig SummersLocal Government CRM Sales Specialist

LB Havering - Background

London Borough of Havering

� Civic Centre in Romford� Population approx 230,000� Employees - 3000 not including teachers� 1800 desktops

Havering - Technology Infrastructure

� Anite Housing� Anite Social Services� Academy Council Tax� GGP GIS� Flare EHS� Oracle Financials

eGovernment / ESD Options

Options

� Do nothing?� ESD?� Customer focused service delivery

infrastructure?

Options - Do nothing?

� not an option for Havering

Options - 2005 ESD?

� web enable legacy applications– most providers are providing add-ons

� plus departmental call centres� plus central call centre and PSS (Public

Sector Supermarket)

StreetCare

Revs &Bens

HousingRepairs

Social Services

Electronic Service Delivery: …..but not Joined Up

InternetInternet Contact CentreContact Centre InternetInternet Contact CentreContact Centre InternetInternet Contact CentreContact Centre InternetInternet Contact CentreContact Centre

PSS

InternetInternetContact CentreContact Centre

Options - Citizen Focused joined up Government

� single customer database that supports– multiple channels– integration - back office and other agencies– out of the box processes– land, people and property– GIS integration

� they chose this route and CRM as the technology

Haverings Vision

Oracle eBusiness SuiteCRM / ERP / SCM

SocialServices

EducationStreet Care

Housing Revs & Bens

NHS

Police

Other Agencies

OracleHub

MailMail

Kiosk

InternetInternet Contact CentreContact CentreKioskKiosk InteractiveInteractive--TVTV

GIS

CounterCounter

Evaluation and Procurement Process

Suppliers Brief - 29/10/2001

� Nov 01 Project initiation; select project manager� Dec 01 Project manager starts; workshops; presentations;

specification drafting� Feb 02 Tenders invited; Service mapping starts� Apr 02 Knowledge network launched� Jul 02 CRM contract awarded; call centres move to single

location� Aug 02 Systems development� Nov 02 Systems testing in call centre� Dec 02 PSS soft opening

Key Milestones in the Procurement and implementation of the CRM System� 21 February 2002 ---Document to be approved by Project board� 28 February 2002 ---RFP issued to proposed suppliers (From S-CAT list)� 1-12 March 2002 ----Suppliers project investigations continue� 19 March 2002 ------All proposals received� 28 March 2002 ------Proposals short-listed and presented to CRM Program board� 08 April 2002--------Suppliers are notified of proposal status.� 10 April 2002 -------Verification of Reference Site (Visit)� 15 April 2002--------Post Selection Review� 22 April 2002--------Contract awarded purchase orders placed� 22 April 2002--------Design and Build begin� August 2002 ---------UAT Begins� September 2002 -----Pilot implementation begins Street Care� September 2002 -----Housing implementation begins� October 2002 --------Revenues and Benefits Implementation Begins� November 2002 -----Social Services Implementation Begins� December 2002 -----System live� January 2003 --------Back office System Integration Projects Begin

Outline of Requirements

� a central database– customer information – history of customer interactions– covering all services and allowing tracking

of all actions.

� back office integration� 3rd party access� knowledge management� workflow


� Integration with call centres and one stop shops � customer self service via the internet � links to other agencies e.g. Health

Authority� management information about

customers and transactions� performance management and staff

development


� compliance with e-GIF� links with the Authority’s proposed

central property database using UPRN� address data to comply with NLPG

standards (BS7666)� access should be subject to security

procedures including access control and authentication

Reference Visit to Hull

Kingston upon Hull City Council

The Hull Solution

� Phase 1– Environmental Services� single channel, single service� quick wins

� Land, People & Property Database– OS reference for all property– Oracle TCA Customer Model

� Today - 70+ Agents across all service areas, Back Office Integration and Pathfinder Project

Hulls Vision


SocialServices

EducationEnvironmentHousing Revs & Bens

NHS

Police

Other Agencies

OracleHub

MailMail

Kiosk

InternetInternet Contact CentreContact CentreKioskKiosk InteractiveInteractive--TVTV

GIS

CounterCounter

REGION

AREA

ACACIA GARDENS

ACACIA GARDENS,24, Flat 1

JIM JONESSUSAN JONES

BROAD STREET, 32

MARY JONES

BROAD STREET

AREA IN

ADDRESS IN

ADDRESS ON

LIVES AT

LIVES AT

HUSBAND OF

ADDRESS ON

ADDRESS IN

LIVES AT

MOTHER OF

LIVES AT

ABC - Active

ABC - Inactive

JONES BROSBUILDERS

LOCATED AT

TENANT AT TAXPAYER ATOWNS

Hull Phase One


SocialServices


NHS

Police

Other Agencies

OracleHub

MailMail

Kiosk

Contact CentreContact Centre

GIS

CounterCounter

Hull Pathfinder Project

� Childrens and Families implementation� Multi Agency

� Social Services� Education� Health� Voluntary Sector� Carers� Clients

� Mapped Workflows� Single view of Client (within DPA & Caldicott principles)

Hull Pathfinder


SocialServices


NHS

Police

Other Agencies

OracleHub

MailMail

Kiosk

InternetInternet Contact CentreContact CentreInteractiveInteractive--TVTV

GIS

CounterCounter

Havering’s CRM Project

The Project

� 4 Key Service Delivery Departments– Street Care– Revenues and Benefits– Housing Repairs– Social Services

� CRM for Local Government– 120 processes

The Project

� Integration with telephony system– evaluating VOIP

� Integration with Academy Revs & Bens– core ‘transactional’ system

Phase One

Customer Contact

Service Delivery

StreetCare

Revs &

Bens

SocialServices

HousingRepairs

MailMail

Kiosk

Contact CentreContact Centre PSSPSS

Customer Contact

Service Delivery

StreetCare

Revs &

Bens

SocialServices

HousingRepairs

Phase Two

MailMail

Kiosk


Customer Contact Centre

Service Delivery

StreetCare

Revs &

Bens

SocialServices

HousingRepairs

StreetCare

Phase Two

MailMail

Kiosk



Service Delivery

StreetCare

Revs &

Bens

SocialServices

HousingRepairs Housing Leisure Education

Future Phases

MailMail

Kiosk

Contact CentreContact Centre PSSPSS InternetInternet InteractiveInteractive--TVTVMobileMobile


Service Delivery

StreetCare

Revs &

Bens

SocialServices

HousingRepairs Housing Leisure Education

StreetCare

Future Phases

MailMail

Kiosk



Service Delivery

StreetCare

Revs &

Bens

SocialServices

HousingRepairs Housing Leisure EducationStreet

CareRevs

&Bens

Future Phases

MailMail

Kiosk


Summary and Why Oracle?

Why Oracle

� CRM for Local Government ‘template’– owned by Oracle– self sustainable– out of the box processes– ‘TCA’ for Land, People and Property

� eBusiness Suite potential and integration� Oracle’s commitment to UK LG� Integration framework and architecture� All above referencable in UK LG

London Borough of Havering - Oracle · August 2002 -----UAT Begins ... – Oracle TCA Customer...

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