Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently

Use Sugar to Collect Tax More Efficiently

Solving Biz Problems With SugarExchange

Tim Willoughby

CTO, LGMA - @timwillo

04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 2

Tweet: #SCON12

5 Business Drivers

• SaaS, IaaS, PaaS, Web 2.0 / 3.0, Peer to Peer• Addressing and Adapting change and to change

The World has to be on the Cloud

• Instantaneous, Online Response from Inter-continental companies• Digital Supply Chain across Global companies / across the globeThe World is Flat

• Environmental Compliance• Reduce your own and your companies Carbon FootprintThe world is green

• Consumers and Workforce - always on - connected anywhere• Increased demand and expectation for servicesThe World is Mobile

• Energy and Cost Efficient Computing and Data Centres• Flatter Budgets require Efficiencies CAPX and OPEX

The World of Low Cost ICT

Tweet: #SCON12

Security is changing

Security has to be appropriate Security has to be measured Can have things so secure that they are

unusable.

Tweet: #SCON12

Open Source is forcing ChangeWith or Without the Owners / Shareholders

Tweet: #SCON12

So far ICT has not fundamentally changed government

1990s: lCT expected to make government more transparent, efficient and user oriented

2005+: disillusion as bureaucracy still in existence

Open Source will Help?

Jane E. Fountain – Gov 1.0 – Just Replicating the Silos on the Internet

Goverment dont always Understand What the people Want?

Tweet: #SCON12

What governments often Deliver

Why have Government not done so well?

Taking theego out of

egovernment

It is unfortunate that the first 3 letters of eGovernment are…

Innovation

Cre

ativ

ity

Design

tDevelopment

How

do we spot

trends?

The Future is has to be

The World is changing

Tweet: #SCON12

Tweet: #SCON12

What has Open Source ever done for us?

16

Apart from Scale, Enterprise Applications, CRM, ERP, mail, Open Standards, API’s, GIS, Office, CMS, Workflow, … …

Tweet: #SCON12

Open Source Journey so far…

4 Open Source Workshops – across GovernmentWell represented

Open Source Tender40 Companies, Desktop, BackOffice, GIS, CMS, CRM, Doc Mgmt

Open Source Team in LGCSBMeath AlfrescoCork / Wicklow DrupalLGCSB LAMP, SugarLimerick Zarafa, LDAPGalway Libre OfficeCarlow AsteriskKildare GISWorkshops Experience – Reduce BarriersSouth Dublin Ushahidi, EverGreen, DrupalFixYourStreets Usahaidi / Sugar

Tweet: #SCON12

Open Source.. a new form of common sense?

“Every social stratum has its own “common sense” and its own “good sense,” which are basically the most widespread conception of life and of men. Common sense is not something rigid and immobile, but is continually transforming itself, enriching itself with scientific ideas and with philosophical opinions which have entered ordinary life...”

Antonio Gramsci. Selections from the Prison Notebooks (London: Lawrence and Wishart, 1971), 326

Tweet: #SCON12

OSS Working Groups

CMS CRM GIS Doc Mgmt Email Database Desktop / LTSP (Virtualisation) Telephony Open Standards Archive

Tweet: #SCON12

Decision Making

Household ChargeMinister Delays3 Months to build the CRMStrong OppositionHad existing ITIL Service Desk

ITIL Track Issues – needed to track people

Tweet: #SCON12

Why CRM

Interactions with Citizens Manage unknown activity and Growth Reporting on Interactions Simple Interface Workflows

Tweet: #SCON12

Why Sugar

Easy to use Easy to Install It’s a Platform Not just a CRM Information Management Customer Interaction – rather than Ticket

Management Out of the Box Flexibility to dynamic scalability.

Tweet: #SCON12

Or Wizards

Thanks to SUGAR….CRM is now Mainstream

Tweet: #SCON12

Our SugarCRM in the Irish News

Tweet: #SCON12

More Sugar CRM in the Irish News

Tweet: #SCON12

1/3/2

012

1/7/2

012

1/11/2

012

1/15/2

012

1/19/2

012

1/23/2

012

1/27/2

012

1/31/2

012

2/4/2

012

2/8/2

012

2/12/2

012

2/16/2

012

2/20/2

012

2/24/2

012

2/28/2

012

3/3/2

012

3/7/2

012

3/11/2

012

3/15/2

012

3/19/2

012

3/23/2

012

3/27/2

012

3/31/2

012

4/4/2

012

4/8/2

012

4/12/2

012

4/16/2

012

4/20/2

012

4/24/2

012

0

20000

40000

60000

80000

100000

120000

140000

160000

Series1

Series2

Series1Series2

Started Jan 1st

Over 200,000 Records since then

Tweet: #SCON12

Detail and Demo

Rhoda Kerins

Rhoda KerinsProject Manager

LGMA

04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 28

Tweet: #SCON12

Background to Project

10 Weeks to.......

Define business processes

Legislation in progress

Design CRM

Develop workflows

Implement LAMP infrastructure

System Test

Implement live for Jan 1st 2012

Piece of…….…… Sugarloaf?

04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 29

Tweet: #SCON12

HC CRM Business Objectives

To provide a single point of contact for the HC client

Provide interface for Bureau Operators to:Manage emailLog CallsLog Mail

Efficient – Speed of use essential

Cost effective

Provide statistics through reports and queries

04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 30

Tweet: #SCON1204/08/2023 ©2012 SugarCRM Inc. All rights reserved. 31

Tweet: #SCON1204/08/2023 ©2012 SugarCRM Inc. All rights reserved. 32

Tweet: #SCON1204/08/2023 ©2012 SugarCRM Inc. All rights reserved. 33

Modules and Menus

Tweet: #SCON1204/08/2023 ©2012 SugarCRM Inc. All rights reserved. 34

Tailored to User

Tweet: #SCON1204/08/2023 ©2012 SugarCRM Inc. All rights reserved. 35

User Dashlets

Tweet: #SCON1204/08/2023 ©2012 SugarCRM Inc. All rights reserved. 36

Infrastructure Overview

Tweet: #SCON12

Challenges

Keep it the same as.... Resistance to OS

Change mindsChange set mindsChange minds set against change

Infrastructure implementation

Time scale

Phased Implementation

04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 37

Tweet: #SCON12

Successes

Management of Email and Cases

Ease of access to customer information

Ease of useConsistency across modules

Adaptability of Sugar

User Acceptance

Stability and Performance

Changed attitudes

Further development – DWW Charge

04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 38

Tweet: #SCON12

Conclusions

Reduced costs

Strengths Integrated dataEase of useAdaptable StabilityPerformance

RecommendationsDefine desired outcomeDetermine how best it can be delivered within the core modulesKeep it simple to begin with and build on it

04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 39

Tweet: #SCON12

Future

Septic Tank Tax500,000 txn

Second Home Tax300,000 txn

FixYourStreetHuge growth

04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 41

Submit Session Feedback

Select the SugarCon Mobile App: 1) Tap on this session2) Tap on survey3) Submit your feedback

*Prizes for attendees who submit session feedback using the Mobile App

04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 42

#SCON12