Exposing the hidden cost savings of an effective mobile strategy. Chris Smith Public Sector and Services Vertical Head

Transcription

1 Exposing the hidden cost savings of an effective mobile strategy Chris Smith Public Sector and Services Vertical Head

2 A watery tale.

3 7 key words to structure your thoughts with your Mobile Digital Platform strategy Lean Green Space Time Localism Satisfaction Lean Green how e.g. about How existing many trips timesheets back into Space the processes office if people can or any you have off save ERP access for business your to field all their based information workers Localism processes how who think could may about need you adjust to how pick to your up use Time think hot case desk paper about to employee work. dead time killing mobile Self-funding to connect there Satisfaction the easier your ratio citizens are dozens you make and of it the applications more partners to mobile they will efficiently with significant come think UX benefits to spring focus on low hanging fruit Self-funding 3

4 What do we mean by mobile? Is it accessing a council web site on a mobile device o Read only or interacting with it Using some specific apps from an App Store Just messaging or some form of dynamic interaction Is the app different to the one on our office or home PC And what do mean when we say it needs to be device agnostic? Do we means OS native or Should be saying Web Native? Build once and deliver to many Mobile is one dimension of an effective Digital platform strategy 4

5 Apply 7 key words to your deployment strategy Keep your strategy simple, focused on the 7 key thoughts

6 What is possible stimulating focused debate? 6

7 What can we learn from the Private Sector? 7

8 The home delivery market embraced mobile technology early Increased productivity Improved customer satisfaction Reduction in the cost to serve Improved employee satisfaction Brand enhancing Better management information Duty of care to employees 8

9 Learning from private sector The approval web applications provide easy & intuitive access for employees to action approval requests from their PCs and mobile devices.

10 Approvals Solution Overview Context Catlin wanted to decrease the approval time on critical business documents. POs, Invoices & Travel Expense Claims Senior corporate officers struggled to action time-critical POs and Invoices whilst on the move. The existing approvals solution was complicated & desktop based while in the office. Challenges Implementing a cross-platform solution was key to ensure maximum user coverage. The delivery time available for the business was < 7 weeks. Catlin did not have any internalfacing or employee solutions of a similar nature to mimic. Business Benefits Approvers able to action their requests easily and quickly with all the critical information highlighted. Less susceptibility to fraud or illinformed decisions. Time savings of > 2000 hours a week in lost time. Based on approx. 30 minutes per week & approver Approval lifecycle timelines improved which aid the downstream finance processes. Approach adopted Investigation of the scenario using design thinking and usercentric design. Working with the business on a short discovery phase including a technology PoC. Evaluation of the best solution based on business requirements & best-fit technical options. Solution Implement & customise SAP s standard Fiori applications for Travel Expense & PO approval. Add business critical requirements to the standard apps. Attachments, History etc. Design and create a new Fiori-like application for Invoice approvals. Brand the entire solution as per the business branding guidelines. Technology Benefits SAP NetWeaver Gateway in place to facilitate future projects. SAPUI5 provides a cross platform standard for all future implementations. Ability to phase out the legacy & problematic SAP WebGUI facility.

11 Learning from private sector The expenses web applications provide easy & intuitive access for employees to action expense submission and approval requests from their PCs and mobile devices.

12 Barclays Mobile Expenses Overview Context Travel Expenses must be captured into SAP HR for financial and compliance reasons Accurate expense capture reduces shared services costs and improves cash flow Fast and easy expense capture reduces the time spent by employees and reduces frustration with a manual and complicated process Technologies SAP Mobility Platform (version 2.1) Authentication integration with LDAP directory. ECC6 based SAP expenses ios (iphone and ipad) and corporate Blackberry Devices Business Benefits User productivity gains for expense entry Fewer lost receipts Improved compliance Approach adopted Initial Proof of Concept in 4 weeks Solution roadmap broken down into 4 releases Agile delivery methods to ensure close fit to requirements and fast progress First release live in 4 months Solution Native apps for iphone, ipad and BlackBerry Use of the SAP Mobility Platform to mobilise the existing Barclays SAP Global Expense Processing System (GEPS) Receipt capture and corporate credit card integration Technology Benefits Support for multiple devices iphone, ipad & Blackberry Support online and offline operations for occasionally connected & roaming users Support for BYOD (Bring Your Own Device) to reduce IT costs First application delivered a re-usable platform and delivery approach

13 Solution Benefits Process Productivity gains over Portal based method Shift admin effort into previously unproductive time e.g. whilst travelling For 1000 users, gain estimated at 5000 working hours per year Fewer lost receipt claims leading to improved compliance Claims submitted more regularly / less of monthly chore Technical Full online / offline synchronisation of expenses across devices and Portal Mobility Platform allows new devices to be added using same model Support for BYOD (Bring Your Own Device)

14 Value of a Mobile Digital Platform Centralised models reduce TCO Common target architecture Re-usability of components Device support

15 Public sector using Private sector learnings

16 Start smart The timesheet application What 5,000 overtime claims annually (schools & council employees) Why (Right First Time) 5 minutes saved per timesheet submission Reduced errors on submissions Automate (1 step approval) Self-funding example ( 20 days or c. Dev per application) Result 25,000 minutes annually to be saved or 416 days of productivity savings by field worker per annum for only 20 days of investment or redeploy administration staff A North West Council & Bluefin Think Lean, Time, Satisfaction and Self-Funding 16

17 Hounslow keeps it simple Think Lean, Time, Satisfaction and Localisation 17

18 TV Licensing benefits realised Reduction in paper of 90kgs per Visiting Officer Reduction in calls to the call centre of over 23,000 per month Dramatic improvement in the quality of information collected Increase in number of license sales Improvement in levels of customer satisfaction Management have real time visibility and can respond to issues faster Think Lean, Time, Satisfaction and Localisation

19 LGAQ Innovation demonstrated 19

20 How many of you use Fix My Street? 20

21 In summary, 7 key points to finding your hidden benefits 1. Create a pragmatic and Agile Governance model 2. Identify the problems you are trying to solve 3. Foster innovation, think outside-in business models and process killing 4. Re-think and simplify business processes 5. Adopt a mobile first approach 6. Be Agile in Design: Test, Prototype, Deploy (20 day cycles) 7. Focus on the user experience 21

22 Imagine your future the new outside inside model to Digital transformation 22

23 Questions 23