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Making Digital Transformation
Happen for Local and Regional
Government
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Public Sector ExperienceClient Summary
MSD CRM 2016 transformation to enable improved customer service and transportation transition
Service Cloud and extended functionality to enable 3rd party partners and non CRM transactions
CRM strategic Road map to deliver iterative enhancements over multiple phases
Original implementation to support the establishment of TfL – CRM and ERP solution in 2002
15 years of engagement and hosting, 2nd & 3rd line application support and maintenance services, including support to
establish their CRM Competency Centre
Delivery of HtB ISA using MSD CRM 2016 and an ADX Studio portal
Hosted on Azure and delivered as a completely new service in under 6 months
45 Agents managing 20,000 ‘users’ and 500,000 accounts
Implementation of MSD CRM and migration of legacy solution data
Case management and a knowledge portal to improve citizen engagement and experience
Upgraded and enhanced the solution to include digital marketing and email tracking in MSD CRM 2016
Microsoft Dynamics CRM 2011 – 2016 upgrade and enhancements
Business Process analyses and redesign, integration design and testing
Marketing deployment utilizing our PowerObjects PowerPacks for marketing add-ons
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HCL’s Full Stack Microsoft Capability
HCL has one of the largest
Microsoft technologies practices
in the world.
HCL has demonstrated its
capabilities by achieving 8 Gold
and 4 Silver competencies.
Our Microsoft Dynamics Practice
has more 950+ CRM and 200+ AX
professionals delivering projects
world wide.
Recognised as Leader in Microsoft
Services, Cloud Services &
Application Modernisation
BREADTH
20,000+ MS Professionals
COMPETENCY
8 MS Gold Competencies
EXPERIENCE
1000+ Global Clients
RECOGNITION
Top Microsoft Consultancy
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The Biggest Microsoft Dynamics Team
Microsoft Awards
• 2016 Global CRM Partner of the Year Finalist
• 2016 Global Marketing Partner of the Year
• 2015 Cloud CRM Partner of the Year
• 2014 Microsoft CRM Award
• 2014 Customer Excellence Award for Cloud Transformation
• 2013 Microsoft Dynamics CRM Partner of the Year
• 2013/2011 Inner Circle for Microsoft Dynamics
• 2012 Microsoft Dynamics CRM Partner of the Year
• 2009/2010/2011 Presidents Club for Microsoft Dynamics
1200 CRM
Projects
100 UK
Consultants
900+ CRM
Consultants
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Projects Fail Without a Focus on the Transformation…
What ERP is at most firms: “Installed software”
“Process of changing something, but not knowing whether
it worked”
Gartner
“40% of projects failed to achieve their business case
within 18 months”
The Conference Board Survey
“Companies that did achieve benefits declared it took
at least 6 months longer than expected to receive
these”
Gartner
“43% realise the expected benefits from their IT
investments
90% say that the business case is mainly to secure
funds and 36% deliberately inflate benefits”Cranfield
Organisations that adopted best practice Benefits
Management achieved, on average:
60% Higher benefits achieved
53% Greater Return on Investment
2 time more likely to realise benefits on/ahead of schedule
2 times more likely to come in on/under budget
AMR
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10 Transformation Interventions
1. Leading Change – social leadership
2. The Big Opportunity – developing urgency
3. Readiness for Transformation – assessing readiness
4. Structured to Succeed – the right model
5. Intelligent Interaction – the experience of things
6. Accelerating Change – the transformation network
7. Communication – engage and enlist the workforce
8. Change Impacts – managing the change landscape
9. User Experience – the experience of things
10. User Adoption – learning at the speed of business
“It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is the most adaptable to change.”
Charles Darwin
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Outcome Dimensions
Where do you think you are on the sliding scales for each dimension, and are they aligned?....
….what do you need to do to get them aligned?
Business
Readiness
Change
the
Business
Sponsorship
and
Ownership
Outcomes
and
Benefits
Governance
and
Processes
Technical
Skills &
Experience
High
Low
Decision
Making
Mature
Immature Slow
Fast
Low
High High
Low
High
Low
High
Low
Shared
Vision and
Outcomes
High
Low
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Identifying the Vision, Strategic Drivers and Benefits…Customer
Service
Costs
Self-Service
Channel
Shift
Removing
SilosRevenues
Public
SatisfactionSocial Care
efficiency
Capital
Employed
Identify DeliverBuildDesign
Key T
as
ks
Know what’s important to
the business
Build the business case
around them
Understand the KPIs
Secure stakeholder
agreement to outcomes &
benefit targets
Design the Target
Operating Model using
benefits to drive the
design and decision
making
Determine what’s going to
be different
Validate benefits and test
with operational analysis
and scenarios
Detailed Design and Build
of the Target Operating
Model. Enable benefits
through the delivery of
technology, process and
organisation
Manage Change Control
with benefits-led
governance
Deliver the outcomes &
benefits during CTB and
RTB with stakeholder
management, operational
management and benefits-
led decision making
Sta
ge
Str
ate
gic
Dri
ve
rs
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Established Tools and Accelerators to Drive Outcome
Benefit
Description
Calculations
Dependencies
Sign-Off
Unique Identifier for
Benefits Card
Benefit Values:
Low & High
Assumptions on
Targets
Multiplier
Assumptions
Key Identifying
information about the
Benefit
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BUSINESS
TRANSFORMATION
Business strategy
Business case
Benefits case
Capability modeling
Target operating model
Define & measure outcomes
Benefits realisation
Business readiness
User adoption & training
Front Office SolutionMicrosoft Dynamics CRM
Customer Self-service Portal Community Portal Knowledge Management &
FAQs Customer Management Customer Payments Case Management Workflow Management
Middle Office SolutionMicrosoft Dynamics CRM & AX Repairs & Maintenance Workforce Scheduling Social Care Grants & Funding Safety Checks & Compliance Fleet Management Stock Planning & Scheduling Tenancy Management
Back Office SolutionMicrosoft DynamicsAX Core Finance Facility Management Procurement People Management Payroll Compliance and Risk Project Management Housing Management Service Charge Management Rent Setting
INTEGRATION
Platforms Microsoft BizTalk Server
DEPLOYMENT OPTIONS
Infrastructure as a Service
Microsoft SSIS
Software as a Service On-Premise
HCL’s Integrated Local Government Solution
$7 BILLION ENTERPRISE | 109,000 IDEAPRENEURS | 31 COUNTRIES
Copyright © 2016 HCL Technologies Limited | www.hcltech.com
Ask – Listen – Learn
Solution
demonstration
Proposal presentation
Reach agreement
Team & technology
access preparation
Project kickoff meetings
Business requirements &
documentation
Define the team & roles
Create final project plan &
schedule
Communication - Begin the
change process
Deploy the base system
Create organization structure
Define users, roles, & security
Model the organization
Design & build workflows &
reports
Validate & test the system
System administrator
training
Final phase change
management
Additional training
Technical support
Small change
management
Additional training
Additional phases and
projects
Methodology – Proven Process
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Our Housing Sector Transformation Methodology
Proven Process
iGD
M/ S
ure
Ste
p
Ph
ase
Pu
bli
c S
ecto
r F
ram
ew
ork
Wo
rk s
tream
s
Pro
ve
n P
roc
es
s &
iG
DM
Deli
very
iGD
M T
ran
sfo
rmati
on
Pro
jec
t
Pre
pa
rati
on
Solution Design Solution Build & TestPost Go-
Live
Support
Evaluate Plan for Success Design Build Deploy Lifecycle
InfrastructureInfrastructure
Strategy
Setup Cloud
Environments
Conform QAS
Setup
Confirm
PROD Setup
Prod Review
IM Support
Business ProcessHigh level scope
Workshop PlanningOOB Prototype Fit gap Functional Design
Process Review
AM SupportComplete System Configuration
Development Confirm Enterprise Architecture Technical Design Complete Development
Data Management Data StrategyData Migration
StrategyMDM Strategy
Data Design
MDM Design
Data migration
MDM OperationMDM Review
Data Load Build and Test
MDM Build and Test
Programme
GovernanceEstablish Board and
resourcesProgramme launch, Board & Steering Group Meetings
Programme Go/No Go and
Criteria
Programme
review & closure
Outcomes &
BenefitsOutcomes & Benefits
Baseline
Confirm Outcomes & Benefits
Realisation Strategy
Outcomes & Benefits Realisation
workshops & PlansOngoing Outcomes & Benefits Updates
Benefits
Realisation
Training & User
AdoptionProject Team One Step
Ahead
End User Adoption & Training
Strategy
Training Needs Analysis & Develop
Training / Adoption Plan
Complete Training Needs Analysis, Develop
Training / Adoption products
Train the
Trainer/ Adoption
Support
Deliver Training/
Monitor Adoption
Embed User
Adoption
Vision & Operating
ModelLeadership, Vision and
TOMConfirm TOM Design
Confirm TOM, Change Impacts, End-
to-End Processes
Change Impact management & Transition Plans,
TOM/ Establish shared services & End to End Process testing
Stabilisation &
Maintenance Plan
Go
Liv
e
Fin
al
Pre
pa
rati
on
Testing Testing Strategy Unit & Integration Specs UAT ScriptsIntegration
Tests
Prod
TestsUATUnit and Systems Testing
Stakeholder
EngagementStakeholder Analysis
Strategy & Comms
Comms & Stakeholder
Engagement Strategy
Awareness Comms & Stakeholder
EngagementUnderstanding, Support, and Involvement Comms & Stakeholder engagement
Achievement
Comms
HCL iGDM
Business
Transformation
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HCL’s Transformation Journey Roadmap
Organisational
StrategyOutcomes
Business
Case for
Change
Design
Principles
Future
Operating
Model
Design
Requirements
&
Capability
Development
Outcomes
Detailed
Benefits
Case
Benefits
Realisation
Identify
Requirement,
Capabilities
& Detailed
Design
HCL understands that you have already completed part of the transformation journey.
We can help you to complete it, achieve the outcomes and deliver the benefits.
Transformation requires a number of stages. Our experience is that it’s essential to define, understand and communicate each stage –
irrespective of the level of detail – to ensure successful outcomes. Starting a project at requirements and detailed design is likely to result in
limited success.
“The first rule of any technology used in
a business is that automation applied to
an efficient operation will magnify the
efficiency. The second is that
automation applied to an inefficient
operation will magnify the inefficiency.”
Bill Gates
Design
Build
Deliver