Councillor Richard Stay Executive Member for Information

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Councillor Richard StayExecutive Member for
Information SystemsBedfordshire County Council

• The first SAP CRM implementation for UK Local
  Government

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Local Government shows the way

• UK Government has set a target of 2005 for 100
  of public services to be eEnabled local
  government has risen to the challenge
• Strategic objective to make a step change in
  the way services are accessed and delivered is
  the key driver for Bedfordshire County Council
• CRM at the heart of our electronic service
  delivery programme

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Combining strength through a public / private
strategic partnership

• in 2000 Bedfordshire signed a 12 year 260
  million partnership agreement with Hyder
  Business Services (HBS)
• Shared risk
• Change Management skills
• Investment
• Changing the culture of local government

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Aggregating IT services across the County

• Formal Partnership with District / Borough
  Councils in Bedfordshire
• Sharing investment technology within public
  sector provision Police, Fire, Health,
  Education
• Decision to implement a Contact Centre backed
  by CRM SAP chosen as a robust, powerful
  product.
• Of critical importance is the commitment SAP
  has made to product development

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Why SAP ?

• Siebel were existing CRM partner with HBS
• Private sector suppliers lacked vision and
  understanding of CRM requirements
• Lack of flexibility over licence agreements
  combined with a SAP R3 roll-out and a very
  attractive price structure made the SAP CRM
  product an irresistible option.
• Sharing the risk with SAP reassurance of
  future product development
• Comprehensive research project resulted in the
  SAP product being recommended to and approved by
  the County
• Council

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A modern working environment
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Our Contact Centre Looks Like This!
Help Desks
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Public v Private Sector Services

• Complexity of service provision multi
  channel access, hundreds of services and service
  providers.
• Public Sector driven by need to improve
  services not by profit - and can afford to
  implement a CRM programme with a high level of
  human interface.

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The Future !

• Bedfordshires vision for 2003 and beyond
• Public and private service providers working
  together, sharing cost and risk to provide an
  improved service at a reduced cost.
• One Stop Shops - Interactive Kiosks
  County wide Portal On-line Transactions
• Historic Bedfordshire,
• investing for the future

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