Pitney Bowes Software in Public Sector. Helping to better manage assets, the delivery of public services and its communications

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1 Pitney Bowes Software in Public Sector Helping to better manage assets, the delivery of public services and its communications

2 Pitney Bowes Software has over 25 years experience of working with the Public Sector to achieve cashable savings and improve public service delivery. In this new age of austerity, the UK Public Sector is facing numerous challenges in driving efficiencies and in delivering socially inclusive, joined up public services against a backdrop of rising citizen expectations. Public sector organisations require a completely new approach in how they manage their assets and services to best meet citizen s needs. Local authorities also need to encourage greater community involvement in service delivery and re-cast the relationship between citizen and state. Citizens want public services that are simple to access and which meet their individual requirements. They want to be communicated to in a clear and consistent manner. When in contact with their Local Authority, they do not want to be passed around departments to then have to re-explain their need, fill out long forms, end up being greeted by impersonal voic s or worse still being cut off on a call. The power of social technology is changing the way that councils can connect with their citizens, inform them about and deliver local services. Opening up a dialogue that helps shape the future of public services through the interaction and sharing of views. Doing more for less can only really be achieved by using technology to engage citizens and harness individual responsibility i.e. making changes to public services by involving citizens from the outset. At Pitney Bowes Software, a wholly owned subsidiary of Pitney Bowes Inc. (NYSE:PBI, and a communications technology leader, we have over 25 years experience of working with the Public Sector to reduce costs and improve the delivery of public services. Governments and their agencies are using our software, data and services to transform the effectiveness of their operations in many critical areas, including: Managing and maintaining assets Communications with the public Public service delivery Public safety and crime analysis The implementation and rollout of Confirm has successfully delivered against our business plan, releasing cashable savings of over 1.5 million over five years. The total investment in creating a single asset management platform will achieve payback by Alan Aistrup, Divisional Highways Manager, Lincolnshire County Council Read on to find out how our solutions are helping the public sector to address current and future challenges.

3 Managing and maintaining assets for cost savings Managing the public infrastructure is one of the biggest and most visible challenges for local authorities and generates a high proportion of citizen and stakeholder enquiries. People care greatly about whether lighting, roads, footways, bridges, refuse and recycling, parks and gardens, and other assets are operative and accessible. Today s Government cost efficiency targets specifically point to improved public infrastructure asset management as a key area for efficiency gains. With such public interest in whether an asset is functioning properly it is imperative that any efficiencies made do not negatively impact on the delivery of services. Local authorities can work towards making significant cost savings by overhauling processes, procedures and working practices and moving towards more simple and consolidated ways of managing, tracking and maintaining publicly owned assets. By consolidating IT systems, millions can be saved in maintenance, support and integration costs. Our comprehensive asset management and maintenance solutions enable public service organisations to implement their efficiency strategies in all key areas of asset management and deliver on government expectations for enhanced mobile working capabilities, improved enterprise systems integration, and personalised task management. They also offer an array of data model elements, content, and functionality aligned directly with the public sector s specific requirements. Case Study Lincolnshire County Council Lincolnshire County Council (LCC) needed to generate real cashable savings by radically reducing its IT overhead and enabling its staff to work smarter and more efficiently. Managing and maintaining a number of different systems for highways and asset management was leading to needless hardware and training costs, while a lack of systems integration was introducing unnecessary duplication of effort across departments. LCC also needed to improve and expedite its operational and financial highways maintenance processes, from initial defect reporting through to confirmation of the final repair. LCC selected Pitney Bowes Software s Confirm solution, integrated with Pitney Bowes Software s MapInfo Stratus and the council s SAP CRM database, to streamline workflows and provide a single source of information for stakeholders. The project has enabled LCC to release cashable savings of over 1.5m over 5 years as well as driving further non-cashable savings through cost and resource efficiencies of more than 3m over the same period. It will achieve project payback for LCC in year 6 with further additional efficiencies predicted due to wider use of the system by LCC s Highways Alliance partners. Confirm Mobile has also been implemented to enable highways contractors to do more on the move and reduce travel costs while addressing the specific challenges LCC faces in managing a rural county.

4 It has delivered real value and provided a huge boost to the flexibility required to deliver service information to the people of Barnsley. Rob Clark, Barnsley Geographical Community Chair. Communication is the foundation of citizen engagement Effective customer communication is imperative to ensuring citizen engagement and satisfaction, however it can become quite costly when departments work in silos and information gets needlessly replicated. Shared IT services between neighbouring authorities has become a familiar concept over the past few years as an important way of reducing costs and streamlining operational processes. However, local authorities can also introduce shared services internally to help reduce external communication costs. By pooling and centralising departmental resources, such as print and mail, local authorities will achieve significant cost savings while delivering a higher quality of service to the public. It also means that every department has a single and transparent version of the truth in other words, information stays consistent and up to date because it s under the control of a centralised system, ensuring that communications to citizens about services are always accurately targeted and relevant. Social media has become the future of communications and has the power to transform relationships between local and central government and individuals. However, many authorities are struggling to take advantage of online services to deliver consistent and accurate multichannel communications due to a legacy of outdated and disconnected systems. Citizen correspondence is being managed with cumbersome tools using basic and decentralised systems for document creation and distribution, which are costly, time consuming, error-prone and a frustrating experience for citizens and employees. Our technology enables authorities to create, distribute and manage multi-channel communications all from a single platform for greater citizen satisfaction, improved operational efficiency and reduced costs, whilst enabling more accessible joined up public services. Case Study Barnsley council Barnsley Council wanted to improve the experience of citizens by making the information it holds on properties, locations and other geographical assets more accessible. It also wanted to encourage citizen self-service online, in order to use resources more effectively. By integrating Pitney Bowes Software s (PBS) MapInfo Manager, Professional and Stratus solutions with its existing CRM database it has created a range of new applications that use web mapping to improve internal processes and provide better services to the public. For example, using Stratus Barnsley have created MyProperty, a service whereby citizens can enter their postcode and access all the necessary information about their area, including, schools, doctors and service schedules. Citizens can also access Barnsley Council s Interactive Maps that enables them to activate overlays on top of a detailed map of the area. For example, clicking on Car parks, instantly highlights the relevant areas on the map. These services are available to citizens across multiplatform i.e. computer, smartphone and mobile devices. The new system is significantly reducing the amount of customer contact with the call centre because citizens can now quickly and easily find answers to routine enquiries via the web.

5 Public Service Delivery The level of spending cuts in the public sector requires more than belt tightening and cuts, it requires fresh thinking from local authorities in how they meet citizens needs. Now is the time to take one step back and move towards public services that are designed around citizens and based on their specific needs and behaviour. Different groups of citizens will require different combinations of services and will naturally respond through different channels. Understanding exactly what type of people makes up the resident population of their borough truly is a prerequisite for local councils to develop ongoing and effective citizen focused strategies. In an era where data is not hard to acquire, the challenge is finding the right data in the first place, and then appropriately managing it in order to decide where to invest resources. It makes little sense using funds to keep open a local library all day if the majority of residents are young professionals commuting into the city centre most days of the week and unable to access it at these times. Having analysed the different datasets and the most appropriate services for the community, councils need to decide the most cost efficient and seamless way of delivering these services to those citizens - either via public bodies or private and third sector partners- and then communicating these effectively to residents. Our solutions enable authorities to effectively analyse a significant number of geographical and demographic datasets about people in order to gain greater insight into which residents share similar wants and needs. Real cashable savings can be achieved by being able to anticipate and predict what will best meet the need of the citizen, identify and decide on the most relevant services and then engage and interact with citizens through their channel of choice. Case Study North Lanarkshire North Lanarkshire Council operates a policy of removing all sectarian, offensive or racist graffiti within 2 days of it being reported and all other graffiti within 5 days. It wanted to improve and expedite its graffiti management processes, from initial reporting to job completion, seamlessly managing a complex workflow between contact centre agents, inspectors and contractors. Implementing our Confirm software has enabled the council to streamline these processes while also delivering significant cost efficiencies. Contact centre staff log all reports of graffiti in Confirm which is then automatically sent to the Confirm mobile devices of the correct area team out in the field. The team can then locate the graffiti using the mapping and GPS functionality of the device. They can also record all of the staff and materials costs incurred in removing the graffiti and take a before and after photo which is automatically uploaded back into Confirm. Inspectors and contact centre staff therefore have accurate evidence of the satisfactory completion of the job without having to visit the site and the police can access an instant record of the cost of dealing with the consequences of this form of anti-social behaviour.

6 MapInfo Crime profiler is definitely helping us to build a safer community. Clare Usherwood, Partnership Analyst, Safer Derbyshire Research and Information Team. Creating resilience to threats Public sector organisations must be equipped to deal quickly and effectively with local and nationwide threats ranging from pandemics and severe weather to industrial accidents, crime and terrorism. Additionally, major public events such as the London Olympic Games bring their own specific challenges around safeguarding thousands of citizens and identifying the most appropriate management and deployment of people and resources. Law enforcement and partner agencies nationwide currently use crime mapping and analysis tools to process large amounts of data and identify meaningful patterns and trends. However, these tools tend to be geared towards the static representation of data and can overlook the dynamic and transient nature of real-world criminal activity. Our technology provides public sector organisations with a single solution for applying common operations and investigative or research-based analysis. Users can map and analyse deeper layers of criminal intelligence and animate the results across time to more accurately pinpoint criminal and anti-social activity. This enables organisations to pro-actively manage and more effectively deploy the appropriate resources to protect citizens. The interoperability of our solutions also means that this information can be shared with other blue-light, central and intelligence organisations and integrate with multiple datasets. By highlighting results to other agencies, it promotes partnership working and facilitates a more joined-up approach to dealing with threats. Case study Safer Derbyshire Partnership The Safer Derby Partnership, a joint initiative between Derbyshire County Council, Derbyshire Constabulary and local statutory partners, was set up to tackle and reduce crime and anti-social behaviour in order to make the County a safer place to live. The team selected our MapInfo Crime Profiler to map, visualise and analyse crime data in order to uncover youth crime hotspots and understand how to best deploy resources such as Police Community Support Officers more effectively. A number of different data sets were incorporated in order to capture the full picture of why, when and where crime and antisocial behaviour was taking place. For example, these ranged from school attendance registers and The Guardian crime database, through to data from the minutes of residents association meetings and maps of local highways and bus routes. Using the solution has saved weeks of analysis work and enabled the team to identify a number of juvenile crime hotspots around individual schools and bus routes recurring at certain times of the day and night. This gives it the insight needed to direct people and resources to where they will have the greatest impact. The hotspot maps are also used within community liaison exercises to promote more effective partnership working with crime reduction partners in Derbyshire s schools.

7 Pitney Bowes Software: Solutions for the Public Sector Pitney Bowes Software has a 25-year history of helping the public sector to reduce costs and improve service through better use of IT. Governments and their agencies are using our software, data and services to transform the effectiveness of their operations in many critical areas, including: Multi-Channel Citizen Engagement PBS s Portrait Customer Interaction Suite enables organisations to connect every citizen communication across all departments to create an ongoing dialogue where insight forms the basis for each and every interaction. By building greater citizen understanding, organisations can anticipate and predict citizen needs, identify and decide on the most relevant services to communicate, interact with customers through their channel of choice, fulfil citizen requirements and delight on citizen expectations. PBS s Communications Management Solutions allow organisations to create, distribute and manage multichannel communications for greater citizen satisfaction, improved operational efficiency and lower costs. Solutions range from document composition across a variety of electronic and print formats, to mailing solutions, document archival and regulatory/legislative compliance. Asset and Infrastructure Management PBS s Asset and Infrastructure Management Solution provides a single, shareable platform to handle maintenance, asset management, planning, contract management, reporting, compliance and audit management in 10 areas: Highways, Lights, Bridges & Structures, UKPMS, Street Works, Property, Grounds, Trees, Cleansing and Waste. Location Intelligence PBS s Location Intelligence Solutions enable public sector organisations to save money and improve service delivery through the visualisation and understanding of relationships between data and geography. Public sector organisations around the world are reducing administrative costs and enabling more efficient collaboration with private and third sector partners through the analysis of resources, locations and citizens. Crime analysis and Resilience Planning PBS s Crime Analysis and Resilience Planning solutions provide investigative tools for the real-time analysis of crime data, thereby helping law enforcement agencies to deploy resources more effectively. Using the sophisticated analysis and statistical manipulation capabilities organisations can also make use of the solutions within contingency planning. Data PBS s Data Products Portfolio comprises more than 100 geographic datasets that are proprietary to PBS or sourced from established third parties such as TeleAtlas, Ordnance Survey and the Royal Mail. Available in a range of formats and delivery modes (from CD ROM to customisable online data), our accurate, reliable datasets can improve efficiency, reduce cost, increase profitability and minimise risk.

8 For more information call or visit us online: UNITED STATES CANADA EUROPE/UNITED KINGDOM ASIA PACIFIC/AUSTRALIA (0) Every connection is a new opportunity Pitney Bowes Software Inc. is a wholly-owned subsidiary of Pitney Bowes Inc. Pitney Bowes, the Corporate logo, Confirm. MapInfo Stratus, MapInfo Manager, MapInfo Professional, MapInfo Crime Profiler and Portrait are [registered] trademarks of Pitney Bowes Inc. or a subsidiary. All other trademarks are the property of their respective owners Pitney Bowes Software, Inc. All rights reserved EMEA 1208