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Councillor Richard Stay Executive Member for Information & Systems Bedfordshire County Council. ‘The first SAP CRM implementation for UK Local Government’. Local Government shows the way.
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‘The first SAP CRM implementation for UK Local Government’
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
in 2000 Bedfordshire signed a 12 year £260 million partnership agreement with Hyder Business Services (HBS)
Change Management skills
Changing the culture of local government
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
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
Citizen & Customer Access
Numerous locations Using separate systems & databases
Communication & Marketing
Highways & Transport
Our Contact Centre Looks Like This!
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.
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
investing for the future