ict tools: designed and developed for applicants support daniel foltýnek date: place: 2009-06-16...
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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