making digital transformation happen for local and ... · 2 copyright © 2016 hcl technologies...

Copyright © 2016 HCL Technologies Limited | www.hcltech.com

Making Digital Transformation

Happen for Local and Regional

Government

2 Copyright © 2016 HCL Technologies Limited | www.hcltech.com

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


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


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


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


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


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


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


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


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

https://www.youtube.com/watch?v=JzfmzTcVUJg

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


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


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

making digital transformation happen for local and ... · 2 copyright © 2016 hcl technologies...

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