The LGOL National CRM ProgrammeThe LGOL National CRM Programme

Presentation to Q and P Scrutiny Committee 24th November 2003 Mike Willetts

Salford @dvance

The National CRM Programme

Programme Programme Aim…Aim…

To enable Councils to exploit CRM in order to transform Customer Service, by providing a comprehensive toolkit

and services by mid 2004

The National CRM Programme

Context..Context..

Part of National e-Government Projects Programme

Enhances Pathfinder products

Salford invited to join by ODPM

Partner with MBS

The National CRM Programme

PerceptionsPerceptions……

Belief that CRM is all about technology

Confusion over meaning – CRM means different things to different people

Confusion about the way in which CRM integrates with other elements of e-Gov

Lack of a comprehensive Business Case

Perceived as High Risk – pundits warn of high failure rates

Lack of a Body of Knowledge that could guide Local Authority decision makers

The National CRM Programme

The Need…The Need… To demystify, clarify and explain the

opportunities, options and implications of CRM as Change Enabler, within context of e-government agenda

To help council managers make appropriate decisions

To prove and demonstrate the benefits based on sound, appropriate business case

To provide Advice, Knowledge Base, Tools and Support for Self – Assessment,Capacity Building and implementation

The National CRM Programme

Governance and Governance and Partners…Partners…

• ODPM / OeE• London Borough of Tower Hamlets (Lead)• Salford• Brent• Newham• Knowsley • Hull• Plus Proof of Concept Councils

The National CRM Programme

Programme Components Programme Components ……

• Baseline SCAN

• Business Case Development and Roadmap

• CRM Standards and Technical Specifications

• Proof of Concept Testing

• Integration and adapters

• CRM Business Framework

• Suppliers Forum

• Dissemination and Deployment Programme AND…

• CRM Academy for change management support

The National CRM Programme

National CRM National CRM Academy…Academy…

Tools, Methods and Support for Organisational transformation

Self – Assessment Maturity Tools covering Customer Service and Change Management

Training Portfolio, e-Learning, workshops and forums

BPR Toolkit

Knowledge Base AND..

Business Model for sustainable Academy Entity FREE practical help

The National CRM Programme

Dissemination Dissemination Programme..Programme..

Nationally driven campaign

Aim for swift and effective dissemination for

early access and maximum take-up

Emphasis on community building/sharing

The National CRM Programme

Where are we now?Where are we now?

Products well developed in conjunction with

Manchester Business School - due for completion Jan 04

Training Content in development and courses due Dec 03

Business Model for Academy in development in conjunction with Audit Commission

The National CRM Programme

Benefits to Salford..Benefits to Salford..

National (and International) recognition Substantial Grant (£1/2m) Use of Products developed

The National CRM Programme

END…

The National CRM Programme