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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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councillor richard stay executive member for information systems bedfordshire county council

Councillor Richard StayExecutive Member for Information & SystemsBedfordshire County Council

‘The first SAP CRM implementation for UK Local Government’

local government shows the way

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

combining strength through a public private strategic partnership

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

aggregating it services across the county

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

why sap

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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E-Mail

Mail

Face to

Face

Telephone

Citizen & Customer Access

Direct Dial

Switchboard

Numerous locations Using separate systems & databases

Others

Communication & Marketing

Trading Standards

Highways & Transport

Student

Awards

Social

Services

Our Contact Centre Looks Like This!

Help

Desks

public v private sector services

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.

the future

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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