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Camden CouncilCRM or not CRM that is the question !
Friends, colleagues, countrymen, lend me your ears; Do we come to bury CRM, and not to praise it; The evil that Systems do lives after them, The good is oft interred with their bones, So let it be with CRM...
CRM it is – at least to the IT Department ....
“Information Technology has a polarising effect on managers ; it either bedazzles or frightens. Those who are afraid of it shun it, while bedazzled IT Departments frequently become prisoners of their own fascination, constructing elaborate technology architectures and enterprise information models…But such technocratic solutions often specify the minutiae of machinery while disregarding how people [work ]”
Thomas Davenport – Harvard Business Review March – April 1994
Sound familiar????
CRM – The e-government Imposition
E-government positioned CRM as a technology seeking a solution rather than as a solution to a business need
Legacy : To many users CRM is a technology straitjacket that ties the organisation in knots, stops change happening and costs more money i.e. CRM it is not!!!
New Phase - Different national focus shaping local delivery
Gershon Report
- Cost Reduction
- Staff Productivity
- Back Office Changes
Sir David Varney
- Shared Services
- Self Service
- Joined-up Services
Participation- Level 1: Internal
Redesign- Level 2: Redesign
Shared with External Partner
- Level 3: Redesign with two Others
- Level 4: Redesign with all 3 Key Plans- Customers- Suppliers- Partners
Participation
Transforming Customer Service - Beyond Re-engineering to X-engineering
Service Proposition- Customisation- Innovation- Price- Quality- Speed- Variety- Service Pr
opos
itio
n
Process
Process - Inside (Traditional BPR focus)- Inside Out (New BPR focus)- Outside In (New BPR focus)
Social Services Switchboard
Camden Information Helpline
Schools Admin. Service
Council Tax & Benefits
Reception Points Concierge
Housing Needs
Electoral Services
Race Hate Helpline
Housing Self Assessment
Camden’s Customer
Relationship Management
System
Registrars 2005
CRM – Camden’s Potted History
Building Control
Consumer Protection
Adult Social Care
HR
Cashiers Payment System Softphone
Wellness Card
X-Engineering –V- Re-engineering Customer ServiceRe-engineering and X-engineering are alike in that they both make it possible to greatly improve business performance. They both require radical rethinking and fundamental change, and they both have a process focus. Then they part company. Re-engineering is applied within the organisation largely to cut costs, raise quality and increase speed and productivity…[X-engineering] promises vast improvements in operations and processes across organisations, that is among companies and their suppliers, partners, and customers. James Champy– X-engineering the Corporation
Just some of the Technology Issues!!!
Citizen confidence in on line systems and their privacy
Legacy systems, including CRM, that were designed for a different purpose
Building a single and composite view of the customer interactions across external and internal services
Challenges of integrating disparate systems
Master data index management
CRM evolving into enterprise case management?
CRM or not is the question?
Yes and No - if only it was that simple..
No as the driver of change
Yes as the enabler of change
BUT
Only in the context of a business strategy with X-engineering as a transformation methodology
With a clear place in the Council’s Customer Service and Channel strategy