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Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently
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Solving Biz Problems with SugarExchange: Session 5: Use Sugar to Collect Tax More Efficiently

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The Local Government Management Agency (an Irish Government body) is using Sugar to manage customer interactions, email, phone and paper related to a new property tax. From announcement of the new tax …

The Local Government Management Agency (an Irish Government body) is using Sugar to manage customer interactions, email, phone and paper related to a new property tax. From announcement of the new tax in September 2011 to the go live date in January 2012, Sugar has made the process more efficient and customer focused.

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  • 1. Solving Biz Problems With SugarExchangeUse Sugar to Collect Tax More Efficiently
  • 2. Tim WilloughbyCTO, LGMA - @timwillo 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 2
  • 3. 5 Business Drivers The World has to be • SaaS, IaaS, PaaS, Web 2.0 / 3.0, Peer to Peer on the Cloud • Addressing and Adapting change and to change • Instantaneous, Online Response from Inter-continental companies The World is Flat • Digital Supply Chain across Global companies / across the globe • Environmental Compliance The world is green • Reduce your own and your companies Carbon Footprint • Consumers and Workforce - always on - connected anywhere The World is Mobile • Increased demand and expectation for services The World of Low • Energy and Cost Efficient Computing and Data Centres Cost ICT • Flatter Budgets require Efficiencies CAPX and OPEXTweet: #SCON12
  • 4. Security is changing Security has to be appropriate Security has to be measured Can have things so secure that they are unusable.Tweet: #SCON12
  • 5. Open Source is forcing ChangeWith or Without the Owners / ShareholdersTweet: #SCON12
  • 6. So far ICT has not fundamentallychanged government  1990s: lCT expected to make government more transparent, efficient and user oriented  2005+: disillusion as bureaucracy still in existence  Open Source will Help? Jane E. Fountain – Gov 1.0 – Just Replicating the Silos on the InternetTweet: #SCON12
  • 7. Goverment dont always Understand What thepeople Want?
  • 8. What governments often DeliverTweet: #SCON12
  • 9. Why have Government not done so well? It is unfortunate that the first 3 letters of eGovernment are…
  • 10. Development t Creativity Design InnovationHow do we spottrends?
  • 11. TheFutureis has to be
  • 12. The World is changing
  • 13. Tweet: #SCON12
  • 14. What has Open Source ever done for us? Apart from Scale, Enterprise Applications, CRM, ERP, mail, Open Standards, API’s, GIS, Office, CMS, Workflow, … … 16 Tweet: #SCON12
  • 15. Open Source Journey so far… 4 Open Source Workshops – across Government Well represented Open Source Tender 40 Companies, Desktop, BackOffice, GIS, CMS, CRM, Doc Mgmt Open Source Team in LGCSB Meath Alfresco Cork / Wicklow Drupal LGCSB LAMP, Sugar Limerick Zarafa, LDAP Galway Libre Office Carlow Asterisk Kildare GIS Workshops Experience – Reduce Barriers South Dublin Ushahidi, EverGreen, Drupal FixYourStreets Usahaidi / SugarTweet: #SCON12
  • 16. Open Source.. a new form of commonsense? “Every social stratum has its own “common sense” and its own “good sense,” which are basically the most widespread conception of life and of men. Common sense is not something rigid and immobile, but is continually transforming itself, enriching itself with scientific ideas and with philosophical opinions which have entered ordinary life...” Antonio Gramsci. Selections from the Prison Notebooks (London: Lawrence and Wishart, 1971), 326Tweet: #SCON12
  • 17. OSS Working Groups  CMS  CRM  GIS  Doc Mgmt  Email  Database  Desktop / LTSP (Virtualisation)  Telephony  Open Standards  ArchiveTweet: #SCON12
  • 18. Decision Making  Household Charge Minister Delays 3 Months to build the CRM Strong Opposition Had existing ITIL Service Desk ITIL Track Issues – needed to track people Tweet: #SCON12
  • 19. Why CRM Interactions with Citizens Manage unknown activity and Growth Reporting on Interactions Simple Interface WorkflowsTweet: #SCON12
  • 20. Why Sugar Easy to use Easy to Install It’s a Platform Not just a CRM Information Management Customer Interaction – rather than Ticket Management Out of the Box Flexibility to dynamic scalability.Tweet: #SCON12
  • 21. Or WizardsThanks toSUGAR….CRM is nowMainstreamTweet: #SCON12
  • 22. Our SugarCRM in the Irish NewsTweet: #SCON12
  • 23. More Sugar CRM in the Irish NewsTweet: #SCON12
  • 24.  Started Jan 1st Over 200,000 Records since then 160000 140000 120000 100000 80000 60000 40000 20000 0Tweet: #SCON12
  • 25. Detail and Demo Rhoda KerinsTweet: #SCON12
  • 26. Rhoda KerinsProject Manager LGMA 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 28
  • 27. Background to Project 10 Weeks to....... Define business processes Legislation in progress Design CRM Develop workflows Implement LAMP infrastructure System Test Implement live for Jan 1st 2012 Piece of…….…… Sugarloaf?Tweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 29
  • 28. HC CRM Business Objectives To provide a single point of contact for the HC client Provide interface for Bureau Operators to: Manage email Log Calls Log Mail Efficient – Speed of use essential Cost effective Provide statistics through reports and queriesTweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 30
  • 29. Tweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 31
  • 30. Tweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 32
  • 31. Modules and MenusTweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 33
  • 32. Tailored to UserTweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 34
  • 33. User DashletsTweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 35
  • 34. Infrastructure OverviewTweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 36
  • 35. Challenges Keep it the same as.... Resistance to OS Change minds Change set minds Change minds set against change Infrastructure implementation Time scale Phased ImplementationTweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 37
  • 36. Successes Management of Email and Cases Ease of access to customer information Ease of use Consistency across modules Adaptability of Sugar User Acceptance Stability and Performance Changed attitudes Further development – DWW ChargeTweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 38
  • 37. Conclusions Reduced costs Strengths Integrated data Ease of use Adaptable Stability Performance Recommendations Define desired outcome Determine how best it can be delivered within the core modules Keep it simple to begin with and build on itTweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 39
  • 38. Future Septic Tank Tax 500,000 txn Second Home Tax 300,000 txn FixYourStreet Huge growthTweet: #SCON12
  • 39. Submit Session Feedback Select the SugarCon Mobile App: 1) Tap on this session 2) Tap on survey 3) Submit your feedback*Prizes for attendees who submit session feedback using the Mobile App 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 41
  • 40. #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 42

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