Leveraging Microsoft Dynamics CRM as an Enterprise Development Platform

Transcription

1 West Virginia Infrmatin Technlgy Summit 2009 Leveraging Micrsft Dynamics CRM as an Enterprise Develpment Platfrm Hw t Stay Ahead f the Alligatrs Gerge White, Chief Infrmatin Officer Pennsylvania Office f Attrney General Nvember 4, 2009

2 CIO r IT Manager Custmers

3 Organizatin Prfile Pennsylvania Office f Attrney General OAG has been in existence since Independently-elected ffice since Chief law enfrcement fficer f the Cmmnwealth Law enfrcement & adjudicatin Civil Law, Criminal Law & Public Prtectin Apprximately 900 emplyees & 22 lcatins

4 Impetus fr CRM OAG interacts with many internal and external parties. Interactin ccurs thrugh multiple tuch pints. Expectatin fr timely acknwledgement and fllw-up. Need t ensure issues are: Lgged and tracked Ruted t the crrect area fr attentin Cmpleted Slutin: Implementatin f OAG 311 System A single pint f reference fr managing all OAG interactins Create a registry that cntains all players the OAG deals with Integrate with ther line f business applicatins

5 OAG 311 Phase 1 Overview Tuch Pints Mail February 08 M T W T F S S Due Date Set Walk-In Cntact Recrded Aut-Respnse Telephne OAG 311 Ruted fr Actin Fax OAG Registry E-Frms Fllw-Up Respnse Tasks Cmpleted 311 System is Updated

6 Why Dynamics CRM? OAG already standardized n Micrsft prducts Ability t leverage Enterprise Agreement Dynamics CRM integrates well with Office Exchange SharePint Dynamics CRM prvides a rich develpment platfrm and wrkflw t handle business requirements

7 XRM as a Develpment Platfrm OAG re-built three Intel applicatins using XRM: Megan s Law Audit CHRIA Audit ChildLine Audit Previusly develped in C#.NET. Required apprximately 10 weeks t build. Using XRM as the develpment tl Rebuilt all three applicatins in less than 1 day. Plus XRM prvided a much better interface. Imprved functinality.

8 OAG Visin fr XRM XRM is the OAG develpment platfrm f chice. Cre features lend themselves t hw the OAG wrks. Rbust applicatins can be built and deplyed quickly. Minimal ramp-up time fr staff. XRM can be custmized fr mre cmplex applicatins.

9 OAG XRM Phased Apprach Phase 1 Phase 2 Phase 3 Mail Lg Aggressive Citizens Legislative Cntacts D Nt Call Integratin Develpment Platfrm New Applicatins Re-Writes Integratin w/lob Apps 311 Expansin t Field Offices Additinal Tuch Pints Telephne Web-Frms Special Features: Aut Letter Generatin Mail Merge Special Features: Advanced Wrkflw Enhanced Reprting Gespatial Integratin Citizen Self-Service Special Features: Use f Dynamics Acceleratrs

10 XRM Applicatins in the OAG 1. Educatin & Outreach (Includes Self-Registratin & Event Scheduling) 2. Safety & Security 3. Victim Reference 4. Crner Management 5. Case Expense Tracking 6. Intelligence Sectin Audits 7. Task Frce Overtime 8. District Attrney Expense Tracking 9. Federal Asset Frfeiture 10. Hme Imprvement Cntractr Registratin 11. Tech Services Inventry 12. IT Change Management/Disaster Recvery 13. D Nt Call Registratin 14. Applicant Management System 15. Emplyee Prvisining/De-Prvisining 16. Cntract Match 17. Legal Review 18. Drug Prsecutin & Statistics Plus an additinal 25 applicatins are scheduled fr cmpletin by June 30, 2010.

11 Building Applicatins in XRM Starting Pint: System Mind Map. Entities/Relatinships Views Frms Reprts Map prvides ratinal apprach fr dividing wrk amng team. OAG uses a cmbinatin f ut f the bx functins and custmized features. Mst f ur applicatins invlve sme custmizatin. The majr entities that we use are cntacts, accunts and currency. Many plug-ins and custm wrk flw have been develped t meet OAGspecific business requirements. Plug-ins that handle creating, updating, and deleting recrds. Enhanced security requirements (e.g. ability fr a specific user t nly delete certain recrds). Business validatin rules (e.g. ensuring the crrect case subjects are n a selected case). Plug-ins that handle financial transactins (e.g. saving a case expense and deducting the amunt frm the agent s checking accunt). Plug-ins that prvide aut-numbering functinality fr custm entities. Custmizatin is dne with several tls: C#. Net 2008, ASP.Net,.Net Framewrk , CRM SDK, SQL Server Reprting Services Lking t begin using XRM Acceleratrs

12 Building Applicatins in XRM XRM Applicatin Mind Map

13 XRM Acceleratrs Free f Charge add-n slutins develped fr Dynamics by Micrsft custmers and partners. Prvide building blcks fr a range f XRM-based applicatins. Supplied with full surce cde s they can be extended further t meet specific business requirements. OAG is lking at the fllwing acceleratrs: Analytics Scial Netwrking Prtal Integratin eservice Event Management

14 XRM Applicatins Examples Case Expense Tracking Educatin & Outreach Hme Imprvement Cntractr Registratin HR Applicant/Persnnel System Infrmatin Technlgy Sectin Management

15 Case Expense Tracking System Used by the OAG Bureau f Narctics Investigatin, Organized Crime Sectin and Gaming Sectin. Repsitry fr expenditures related t a case and/r subject. Tracks case expenses, invices, replenishment f advancement mnies, cash transfers, and buy/seized mney. This applicatin required several custm-built plug ins t handle business rules as well as ISV s t extend CRM functinality. Functins Shwn: Effrt: Entering Buy Mney Prir t a Drug Purchase & Printing a Buy Mney Reprt Entering a Case Expense and Assciating It With Buy Mney Assciating Seized Mney with Buy Mney 1 full-time resurce initially, increased t 2 full-time resurces 6 mnths

16 Case Expense Tracking System 1. Entering Buy Mney & Printing a Buy Mney Reprt

17 Case Expense Tracking System 1. Entering Buy Mney & Printing a Buy Mney Reprt

18 Case Expense Tracking System 1. Entering Buy Mney & Printing a Buy Mney Reprt

19 Case Expense Tracking System 2. Assciating Buy Mney with a Drug Purchase Case Expense

20 Case Expense Tracking System 2. Assciating Buy Mney with a Drug Purchase Case Expense

21 Case Expense Tracking System 2. Assciating Buy Mney with a Drug Purchase Case Expense

22 Case Expense Tracking System 3. Assciating Seized Mney with Buy Mney

23 Educatin & Outreach System Used by the OAG Executive Office Educatin & Outreach Office. Externally facing cmpnent allws entities t request speakers and/r cllateral material fr educatin and utreach events. Internal cmpnent used t plan, schedule and crdinate all activities related t events and t capture pst-event data. Data is presented in a dashbard. Effrt: 1 full-time resurce 1 week (Nte: Delivered 1 mnth ahead f schedule)

24 Educatin & Outreach System Web-Based Event Request Frm

25 Educatin & Outreach System Internal Event Scheduling & Crdinatin

26 Educatin & Outreach System Internal Outreach Event Summary

27 Educatin & Outreach System Outreach Dashbard

28 Hme Imp. Cntractr Reg. Law requiring all hme imprvement cntractrs ding ver $5,000 wrth f business in Pennsylvania t register with the OAG Bureau f Cnsumer Prtectin. Web-based frm allwing cntractrs t register n-line and pay $50 registratin fee. Cmpanin cmpnent allws cnsumers t search database and validate if a cntractr is registered. Cnsumers can als access infrmatin abut lawsuits, judgments, prir businesses, etc. Incrprates gespatial cding f data t facilitate lcatin-based searches and mapping f registered cntractrs. Data is presented in a dashbard. Effrt: 2 full-time resurces 6 mnths (Nte: Delivered 2 mnths ahead f schedule)

29 Hme Imp. Cntractr Reg. Web-Based Registratin Applicatin

30 Hme Imp. Cntractr Reg. Cntractr Data Maintained in HIC System

31 Hme Imp. Cntractr Reg. Maintaining Detailed Infrmatin Abut Cntractrs Waldrn

32 Hme Imp. Cntractr Reg. Registratin Dashbard

33 Hme Imp. Cntractr Reg. Search Statistics Dashbard

34 HR Applicant System First phase f a prject t implement an HR system that autmates the entire emplyee lifecycle frm applicatin thrugh hiring, prvisining, management and de-prvisining. Applicant System prvides interested candidates the ability t cmplete and submit an electrnic emplyment applicatin via web-based frm, including the submissin f attachments. Once the electrnic applicatin is received, all fllwing steps in the initial assessment f candidates are autmated. System includes integratin with Outlk and Office. Effrt: 2 full-time resurces 2 mnths (Nte: Delivered system n time.)

35 HR Applicant System On-Line Applicatin

36 HR Applicant System View f Applicants with On-Line Accunts

37 HR Applicant System Individual Applicant Infrmatin

38 HR Applicant System Summary View f Applicant Listing (On-Line and Manual) Pre-built reprts t meet recurring requests frm management. Applicant status is linked t different wrkflw prcesses.

39 ITS Management System System develped t manage and supprt the IT infrastructure and applicatins. Hardware Sftware Applicatins Change Management Key Cntacts (Vendrs, Service/Maintenance Infrmatin) Als prvides the infrmatin t be included in the OAG IT Disaster Recvery Plan. Ntificatins t management and affected staff when changes are made. Effrt: 1 full-time resurce 2 weeks

40 ITS Management System Hardware Wrkplace is rganized int lgical categries

41 ITS Management System Applicatins The wrkplace prvides quick links t different aspects f applicatins. Applicatin categries establish restratin pririties in the event f a disaster.

42 ITS Management System Changes Wh made the change, t what applicatin r hardware cmpnent, nature f change and when the change was made.

43 ITS Management System Pre-Built Reprts Reprts have been built in advance fr use by ITS and fr regular updates t the DR Plan.

44 Benefits f Building in XRM Ability t build cmplex applicatins in accelerated timeframes. D nt have t build applicatin tiers frm scratch. XRM prvides presentatin and data layers We build the business lgic layer t meet ur needs. Wrkflw Building custm plug ins. Emplying slutins frm ISVs. Allws bth senir and junir staff t be prductive cntributrs n prjects. Build nce use many times. Great integratin with ther business prductivity tls (Office, Exchange) Rbust security.

45 Benefits f Building in XRM Web services. Rich reprting capabilities. Web-based nature make upgrade deplyments easy. Easy t expse applicatins t the web. Users becme accustmed t a cnsistent interface. High licensing cst, but One license can be leveraged fr multiple applicatins. Availability f XRM Acceleratrs.

46 Summary OAG has made a majr cmmitment with Dynamics XRM. Nt just fr CRM anymre. Adpted as a develpment platfrm fr building feature-rich applicatins in greatly accelerated timeframes.

47 And as CIO, I can stay away frm the alligatrs and fcus n mre imprtant matters

48 Questins Fr Additinal Infrmatin: Gerge J. White Chief Infrmatin Officer Pennsylvania Office f Attrney General 14 th Flr Strawberry Square Harrisburg, PA [email protected]