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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

Mail

Social Services

StudentAwards

E-Mail

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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