LG360º - the local government solution from Ciber

Transcription

1 LG360º - the local government solution from Ciber enabling customer service transformation

2 LG36Oº ENABLING CUSTOMER SERVICE TRANSFORMATION CIBER LG360 GIVES YOU: Microsoft Dynamics CRM provides centralised management of all customer and case management. Single view of all the customer data Channel shift and self-service Consistent delivery across multiple channels Streamlined management of service requests Data and process integration with back office systems Business analysis and customer insight helps understand demand, consumption and performance of all services. Comprehensive business intelligence and customer insight Fast to deploy and efficient to run Call Guides define the process for each service request and provide an intelligent dialogue to fulfil that request.

3 Fast to deploy and cost effective to run Outcomes delivered by people - supported by technology HELPING YOU IMPROVE EFFICIENCY, ENHANCE CUSTOMER SERVICE AND REDUCE COSTS Local government organisations are under relentless pressure to deliver much more to their customers and communities but with far fewer resources. A succession of government initiatives, and heightening economic austerity measures, are forcing councils to examine how services can be redesigned to improve efficiency and enhance service, whilst, simultaneously, reducing spend and ensuring value for money. Ciber has responded to these challenges with the latest edition of its LG360 solution for local government organisations. Designed for Local Government Drawing upon Ciber's extensive experience of working with customers in local government, LG360 combines a modular solution with a proven deployment methodology to make it rapid to implement, easy to adopt, and cost effective to run and maintain. LG360 provides the ideal technology solution to underpin the dramatic service transformation that government organisations seek by enabling local authorities to take on the business challenges of improving citizen service, increasing operational efficiencies and driving cost reduction. Ÿ Facilitates the centralisation of citizen information and improves access and retrieval of that information. Ÿ Provides a simple and consistent method for recording all customer requests and routing them efficiently to the correct department or service partner together with tracking and reporting on progress to the customer. Ÿ Provides the holistic business intelligence and customer insight that authorities need to understand the demand, consumption and performance of each of its services. Ÿ Allows legacy applications and systems to be collapsed or re-implemented into a single, common environment, reducing system management overheads and lowering the total cost of ownership. Ÿ Supports customer self- service and channel shift and the effective blending of multiple communication channels to deliver an efficient and integrated customer experience.

4 BUILT ON MICROSOFT TECHNOLOGY The LG360 solution has been built upon leading Microsoft technologies and is designed to deliver the following key benefits:- A Single view of customer and case data Microsoft Dynamics CRM 2011 provides the core system for citizen records and case management and enables you to maintain a single, centralised view of all citizens, together with a complete history of all interactions that they have had with the council. Ease of adoption Microsoft Dynamics CRM works the way Office, Outlook and other Microsoft products work and integrates seamlessly with them to present an environment that is familiar and easy to use. This aids user adoption and allows employees to become productive quickly with minimal training. Data and processes to support your authority In the Ciber LG360 solution, Dynamics CRM is already preconfigured with entities and workflows to support key information and business process requirements in a local authority. These can be added to, modified, or extended easily to reflect needs that are specific or unique to each authority. Promoting channel shift and consistent service delivery across channels - Call Guides for Dynamics CRM is the powerful scripting tool that manages and automates the citizen's interactions with the council. Call Guides are defined for each type of service request and provide intelligent dialogues to gather the specific information needed to fulfil that service request. With the process defined once, it can be used across all channels. For example, the Call Guide script can guide a government officer taking calls in the contact centre, or it can be published directly to the council web site to enable customer self-service, enforcing consistency in the way in which data is captured across all channels. Increasing operational efficiency through integration and workflow - The Dynamics CRM workflow engine is used in combination with an integration framework to access and update line of business systems, where integration into back office departmental systems or supply partner systems is needed to service a request. The workflow engine also provides immediate updates back to the contact centre and to the customer on the status of each request. Harmonising customer data from all of your systems - Customer information exists in multiple systems within a council and the Ciber Customer Data Hub acts as a master data management tool that enables you to uniquely identify a customer across the disparate systems that exist within the organisation. It can provide de-duplication, authentication and updates across multiple systems automatically, ensuring that your single view of the customer information in CRM, is correctly synchronised with your back office systems. Improving service and customer satisfaction - With all of your customer information and service requests managed and accessible in one central CRM system, your staff can present a more informed approach to your customers and achieve faster resolutions for them. Automated workflows and integration to back office systems also reduce lead times on service delivery. In addition, supporting multiple channels means that customers can choose how they communicate with you based upon their personal preference or whichever is most convenient at any one time. Providing vital business intelligence and customer insight The solution also gives you the ability to analyse effectively across all of your customers, departments and service lines. Reports and dashboards give you immediate information about why your customers are calling you, the levels of services they are consuming, and how you, and your partners are performing against KPIs and SLAs. This gives you the business intelligence and customer insight that you need to understand your customers' demands now and to plan and improve your service delivery even further into the future. Fast to deploy The modular nature of the system together with a proven deployment method enables an authority to introduce the solution and realise benefits fast. User adoption is also made easy and training and on-boarding customer service staff is fast because the user simply selects and follows pre-determined scripts, answering each question, and clicking the next button to move on, removing the need for in depth training on individual services or how the system works. Cost effective to run - The individual Call Guides that support each service request process can be created and amended easily and a skills transfer package is provided to enable the council to become self-sufficient, reducing the costs of maintaining and managing the system. In addition, where council information is currently managed in legacy applications, or distributed in spreadsheets and databases across the organisation, these can be collapsed, or redeveloped and re-implemented, into the Microsoft Dynamics framework. Consolidating applications onto this single, modern system makers the information available centrally and reduces the system management burden of running and maintaining multiple systems.

5 Fast to deploy and cost effective to run THE CIBER LG360 SOLUTION AT A GLANCE: Customer and Case Management Ÿ Central management of all customer records Ÿ Complete history of all interactions with the council Ÿ Call Guides Call Scripting Ÿ Defines the process for each service request type Ÿ Provides expert system style intelligent dialogues to guide the user Ÿ Ensures consistent capture of information across all channels Citizen Self-Service Portal Ÿ Supports channel shift Ÿ Any service defined with a Call Guide script can be exposed to the web portal enabling customer self-service Customer Data Hub Ÿ Maintains a single accurate view of each customer Ÿ Unifies data from multiple back office or line of business systems Ÿ Provides data matching, de-duplication, authentication and update Integration Framework Ÿ Connectors to common local authority systems including: Payment Systems, Geographical Information Systems (GIS) and Local Land and Property Gazetteer (LLPG) Ÿ Back office and line of business systems including: Environmental Services, Revenues and Benefits, Council Tax Service Request Routing Framework Ÿ Manages hand-off of service requests for fulfilment by back office departments or external partners and contractors Ÿ Tracks progress and provides Service Level Agreement (SLA) monitoring and management Standard Business Processes Ÿ Built-in business processes for common functions including: Customer Identification and Creation, Location Identification, Complaint Handling and Freedom of Information(FOI) Business Intelligence Ÿ Performance management and KPI measurement Ÿ Service Level Agreement Management Ÿ Customer Insight Consolidation of back office systems Ÿ Ability to replace legacy back office systems by collapsing them into Dynamics CRM Ÿ Remove reliance upon distributed spreadsheets, databases, or old technology by re-implementing in a common, centralised and easily supported platform Mobility Ÿ Supports mobile working

6 ABOUT CIBER Ciber UK, in partnership with Microsoft, is working closely with a number of local authorities. Together we are leading the way with innovative technology applications that are helping these organisations collaborate and manage relationships with citizens and customers more effectively. By joining up information systems across your authority, a single view can be gained of each citizen or supplier relationship, enabling departments to understand their citizens better and target and deliver their services more accurately. Ciber customers include local government organisations such as London Borough of Barking and Dagenham, The Royal Borough of Kingston, Herefordshire Council, North Somerset Council and many more. Ciber is a global IT consulting company with 7,000 consultants in North America, Europe and Asia/Pacific, and approximately $1 billion in annual revenue. Client focused and results driven, Ciber partners with organizations to develop technology strategies and solutions that deliver tangible business value. Founded in 1974, the company trades on the New York Stock Exchange (NYSE: CBR). For more information, visit or contact Ciber today and find out how LG360 could benefit your organisation. London CIBER UK 35 Portman Square, London, W1H 6LR Tel: +44 (0) Fax: +44 (0) Hinckley CIBER UK No 2 Watling Drive Sketchley Meadows Business Park Hinckley, Leicestershire, LE10 3EY Tel: +44 (0) Fax: +44 (0) website: enquiry@ciber-uk.com