James Fogarty Cork County Council
Tim Willoughby LGMA
The Irish Context
• Effect on Local Government
• 30k less in the public sector / 3.4bn in payroll savings…
•
•
•
•
•
•

DP...
National ICT Strategy
• CIO Council / OGCIO

• Cloud Procurement
• Gcloud?
• Government Networks?

• Office of Government ...
Who is using Open Source in Irish Government
• Revenue
• Alfresco

• Department Of Ag
• Hosted Payroll on Open Source OS

...
We can rely on change….
•
•
•
•
•
•
•
•
•
•
•

Abolishment of Town Councils –creation of Muni Districts
Creation of Irish ...
A lot has changed in open source since 2009…
• Major Cities Conference in Cork
• Desktop is not even part of Open Source S...
Decisions Due / We have to make
• Libraries

• Cloud System / Single Interface for all

• Housing

• Stock Surveys – Handh...
Who is investing in Open Source
• IBM (OpenStack … Open Office .. Open everything….)
• Oracle / Sun (MySQL, Apache.. Java…...
What Makes OSS Attractive?
2013

2012

2011
2010
2009

008

Lower costs

Lower costs

Lower costs

Lower costs

Freedom of...
Drivers of OSS Tipping Point
Private Sector
Adoption

Public Sector
Adoption

Other

Past
Experience
With OSS
January 17, ...
4 Global Themes
ALL OPEN SOURCE
Social

DATA

Mobile

Cloud
Examples of Systems / Shared Hosting
• Payroll (Oracle / Red Hat Linux)
• Superannuation (Oracle / Red Hat Linux)
• Financ...
Products in use
• OS
• Ubuntu
• RedHat
• Centos

• Applications
• Sugar CRM
• Alfresco
• Drupal

• Desktop
• Open Office

...
Open Source Stacks up!
Analysis of OSS v MS
• The major issue is CAL…
• Operating System
• Document Management
When do we use Open Source?
• Where it makes financial sense
• Pragmatism needs to guide open source adoption and not ideo...
Success…
• Maturity – if it was written last night – we are not using it.. No matter what
platform….
• World Wide solution...
Commercial Open Source
• Why people have issues with Open Source
• Lack of formal support and services.
• Velocity of chan...
Open Source Case Study – LGMA use of SugarCRM
for Household Charge, POW and NPPR
The Issues…
• 2008 financial crisis
• EU/IMF/ECB (‘Troika’) bailout
• New Taxes (be Ready)
• Keep the Lights on Investment...
The answer…
Local Government and

• Newly merged State Agency
• Shared services provider
• Shared Successes
• Limited time...
The solution…
• Must do…

• Take calls, e-mails, paper forms
• Credit card, debit card, direct debit, cash
• Exceptions

•...
Why SugarCRM Community Edition?
• SugarCRM Community Edition has no license cost
• Easy to use
• Easy to Install
• It’s a ...
The storm
Processes
Processes
Infrastructure Overview…Day 1
Infrastructure Overview…Present Day
Records

• Additional programmes
• Protect our Water (PoW)
• Non Principal Private Residence (NPPR)
Records
Records
Records
Records
Benefits costs
• Reduced
• Implementation Cost were similar to costs for Implementing any CRM
• Big Savings in end user co...
Social Media and SugarCRM in Local Government

National Website

Now working with Twitter
Creates National
Feeds Local CRM...
Real-time Twitter dashlet
• Twitter Dashlet is your window looking outside to Twitter from your
SugarCRM
• As many search ...
Tweets to lead conversion

• It gives you ability to look up and find leads from
Twitter search without even leaving your ...
Tweets to case conversion

• Create cases in SugarCRM from Tweets and use these data to track
issues. Take your customer c...
Twitter feeds
• Easily Tweet Contact
Posting a Tweet and sending your inbound marketing message from your
SugarCRM system ...
Telephony Integration
• Cloud Asterisk Solution
•
•
•
•
•
•
•
•

SIP Phone EndPoint
SugarCRM integration
IVR from the Hous...
Open Souce Case Study BCMS
LA Process Management
SugarCRM Based
Household Charge Infrastructure
Takes Data from Drupal
Back Office Functions

Public ...
Open Source Case Study
• Laois Payroll Shared Service
• Shared Desktop / VDI
• Sugar CRM to Manage Cases, Queries
• CORE s...
What is the Future of SugarCRM in the Sector..
• Twitter Integration
• Telephony Integration
• Business System Interaction...
Top 5 International Barriers to OSS selection
and Irish Experiences with them
• Inertia – (Crises – Lack of Money)
• Lack ...
20140116   Tim Willoughby and James Fogarty FOSS in Local Government
20140116   Tim Willoughby and James Fogarty FOSS in Local Government
20140116   Tim Willoughby and James Fogarty FOSS in Local Government
20140116   Tim Willoughby and James Fogarty FOSS in Local Government
20140116   Tim Willoughby and James Fogarty FOSS in Local Government
20140116   Tim Willoughby and James Fogarty FOSS in Local Government
20140116   Tim Willoughby and James Fogarty FOSS in Local Government
20140116   Tim Willoughby and James Fogarty FOSS in Local Government
20140116   Tim Willoughby and James Fogarty FOSS in Local Government
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20140116 Tim Willoughby and James Fogarty FOSS in Local Government

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Major Cities of Europe - MCE - Open Source in Local Government - a Journey from 2009 - 2014
Tim Willoughby and James Fogarty

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  • This question was added based on collaborator input. Andrew Aitken of the Olliance Group very interested in Public Sector AdoptionPossible Panel Q’s…..Dries: Acquia’s present experience with GovernmentTim O’Reilly: Dedicated to Gov 2.0Larry: customers we can't mentionJim: Business unit the size of Europe doing Federal work. NSA wrote SELinux security regime; international adoption is huge
  • We ran workshops at which business processes were mapped out. Our first provider let us down in that they became uncontactable! We then moved to Provident CRM for Reporting using Kreports which allows you to write almost any report that you want, and a Support Contract with them that we have had occasion to use a couple of times in helping us to redesign our architecture as we scaled up..SugarCRM Community Edition certainly proved the concept to us. HC was to have a limited lifespan of two years – it ended up being one year as a result of a government decision.
  • We used CE as we had little time and were completely unsure about budgets. We had to move fast and following a meeting with Clint Oram of SugarCRM we felt that for the immediate future that CE would meet our immediate needs.As I said the HC was due to run for two years but ended up being run for just one year. Its agility and low cost were perfect for our situation and now that the programmes we have been running are to cease we are not left with expensive licences.Being quick and easy to install and use was critical to us. The go-live of 01 Jan 2012 was non-negotiable.Sugar’s ability to run different business processes on the same infrastructure was an added advantage and indeed for the future this may be expanded by Local Authorities in Ireland as new shared services are rolled out e.g. payroll, accounts payable, treasury management.We have also found that Sugar is more than just a CRM. It can manage customers, processes, scanned documents, workflow, catalogues, calendars and is the one place to go to for information e.g. we are currently adapting it to capturing details about who does what in local government, where they are, their contact details, what project groups/committees they sit on etc.One of our programmes is the NPPR..started 2009…we had been using BMC which raised tickets for each ‘incident’ but there was no relationship between the tickets. Sugar has allowed us to capture all customer interaction in the one customer case.Sugar to us has been utterly mouldable, like a piece of jello. Sugar didn’t restrict the number of agents we could use and we ramped up rapidly to 280 within 2 months. Sugar facilitated this rapid scale-up in operations.Points about going from 0 to 280 agents from an estimated max of 120.863k unique records.
  • Definition of Day 1 processes up front was key. These processes evolved over time…planning and plans quote Eisenhower…This diagram shows the minimum processes that we needed to have on day 1 (01 Jan 2012).Over the following six months as processes were added and they matured, the support overhead for Sugar became negligible, i.e. just adding, changing and removing users.
  • This is an example of a drill-down process, how we logged correspondence.These and many other processes would have been workshopped with Provident CRM, a Sugar partner.From October 2011 to Christmas we ran workshops and the cost of this was our real implementation cost. There was also however a people overhead as we made the household charge priority #1 in the LGMA and everyone had to drop what they were doing to make sure this work got completed. The cost of this was the impact of work elsewhere being delayed.
  • This was the minimum infrastructure that we had to have available on Day 1. We have found system performance to be great. Sugar is resilient with no impact in response times as our data and users grew.OTHER SLIDE FROM SEAMUS CROWLEY
  • This is where we are now. Shared service for smaller scale requirements of LA’s. An internal, secure option with sensitive citizen data (Patriot Act). If requirements continue to scale we would have to look at purchasing a suitable version of Sugar i.e. corporate or enterprise editions. Expect to need to have a conversation with Provident CRM about this in the future.The ‘load balancer’ covering the web servers is an F5 cluster of physical load balancers that is installed in both of our hosting locations.The NFS file store associated with them is to accommodate the working folders within the SugarCRM folder on the load balanced web servers, i.e the Cache folder holds any files you download, attach or upload, so any attachments from emails sent into the system appear here. These folders  have to be shared between all the Web servers to ensure that, no matter what server you are load-balanced to, you see all files, attachments, etc.The Active Directory DCs mentioned allow us to setup LDAP authentication from SugarCRM to the AD DCs based on a group membership within AD. All members of that group would be allowed to log onto SugarCRM with their AD password. This ensures there is no issues around local SugarCRM accounts & passwords.MySQL Server 1 handles all writes to the database so it is the Master DB. A physical server was specified for this role that could, with RAM & HDD expansion, far exceed the projected performance requirements of the DB.MySQL Server 2 would handle all queries & Reports. In addition, if workload demanded it, an additional read-only server could be deployed to split the Query service from the Reporting service.The DR site was assigned a cold status to ensure that the decision to bring DR on line was taken explicitly & that the MySQL server would be changed from Read-Only to Read-Write and would hence become the Master DB.The access from LAs to the site was across the Gov Network Inter-Agency service & was therefore already semi-secured (i.e. Gov Dept/Agency only access). The use of HTTPS then ensures an additional level of security. In addition, only IP ranges from participating LAs would be allowed through the firewall to the service.
  • Other sides from Rhoda.10,000 e-mails per month excl letters and emails.
  • These are the responses to the records that were created i.e. having to send someone a letter, e-mail, to call them, queries as a result of credit card payments etc.
  • Try to do as much out-of-the-box as possible at the start if you need to get up-and-running quickly. Add functionality incrementally as and when you need it. For example we initially locked-down the desktop for our own agents but after a number of weeks as people got used to it (and these were people who would never have used a CRM before…) we allowed them to customise their own view of the data. We started with absolutely no data and it built up rapidly – Sugar allowed us to learn as we went along.Sugar gives us a single view of the customers as we would have had people who has to pay all three of our charges , HC, NPPR and PoW.
  • 20140116 Tim Willoughby and James Fogarty FOSS in Local Government

    1. 1. James Fogarty Cork County Council Tim Willoughby LGMA
    2. 2. The Irish Context • Effect on Local Government • 30k less in the public sector / 3.4bn in payroll savings… • • • • • • DPER / OGCIO (CMOD) Staffing – (Employment Control Frameworks (ECF) / Haddington Road) 28% reduction Budgets / 25% reduction in Budget (2009 – 2013) CIO Council / National ICT Strategy Reform Agenda (Programme for Government) Local Government reform (PPF) PMO / LGER • Local Government IT • • • • Staffing Maintain Skills / New Skills Local Budgets CIO Council
    3. 3. National ICT Strategy • CIO Council / OGCIO • Cloud Procurement • Gcloud? • Government Networks? • Office of Government Procurement • Category Council • PMO / LGER • • • • Shared Services Shared Technology Platforms Shared Delivery BPI • LGMA Role • Shared Services
    4. 4. Who is using Open Source in Irish Government • Revenue • Alfresco • Department Of Ag • Hosted Payroll on Open Source OS • OPW • Open Office / Zarafa • Local Government – Heat map
    5. 5. We can rely on change…. • • • • • • • • • • • Abolishment of Town Councils –creation of Muni Districts Creation of Irish Water Establishment of CIO Establishment of Office for Government Procurement Shared Services (PMO –Payroll, Treasury Management….. NPPR / HC) LG sector Saves 109m in procurement (2010 – 2012) Outsourcing – LPT, Drivers License, HEG OGCIO – Cloud and eGov Strategies Digital First, Digital by Birth, Digital by Default…. Systems – MyPlan, FixYourStreet, NPPR, HC, POW, BCMS Open Source - Revenue (Alfresco)
    6. 6. A lot has changed in open source since 2009… • Major Cities Conference in Cork • Desktop is not even part of Open Source Strategy in Ireland (Advent of Cloud Applications – the real success is at the back end – remove CALS) • Number of Mature Open Source Products • Number of Worldwide adopted Products – Alfresco, Drupal, Sugar, etc • Investment by Large Corporates in Open Source (Sun, IBM, Oracle) • Mobility, Social, Cloud, Data all underpinned by rise of Open Source • Local Government Understanding has matured with viable national repeatable, successful case studies using Open Source
    7. 7. Decisions Due / We have to make • Libraries • Cloud System / Single Interface for all • Housing • Stock Surveys – Handhelds -Android • Corporate • • • • • FixYourStreet – An OSS Application using Ushahidi (SDCC) Sugar CRM – Back end to FYS and more (Cork, Limerick, Meath counties) Open Office – Galway City replaced 250 desktops Drupal – almost all Las have Drupal Website live in some area. GEO Server – Cork County - PIR • Roads • Open Layers– LGMA – Road Opening Licenses • Planning • Cork Co Co have Offered Odyssey (a .net app) as Open Source • Environment
    8. 8. Who is investing in Open Source • IBM (OpenStack … Open Office .. Open everything….) • Oracle / Sun (MySQL, Apache.. Java…) • HP (OpenStack..) • Dell (OpenStack) • Amazon (Platform as a service) • Facebook (Open Compute Programme) • Google (Android, Chrome, etc) • Microsoft??? (Catchup)
    9. 9. What Makes OSS Attractive? 2013 2012 2011 2010 2009 008 Lower costs Lower costs Lower costs Lower costs Freedom of VENDOR Lock Superior security Superior security Superior security Freedom of Freedom of VENDOR Freedom of Freedom of VENDOR lock-in VENDOR lock-in VENDOR lock-in lock-in Community support Better quality software Better quality software Access to code libraries Access to code libraries Access to code libraries Rapid pace of innovation Rapid pace of innovation Freedom of DIY Freedom of DIY Lower costs Superior security Superior security Better quality Better quality software software Rapid pace of innovation Freedom of DIY Access to code libraries to code Access Rapid pace of innovation FLEXIBILITY January 17, 2014 libraries Rapid pace of innovation FLEXIBILITY Lower costs Superior security Freedom of VENDOR lock-in Better quality software Access to code libraries Rapid pace of innovation 11
    10. 10. Drivers of OSS Tipping Point Private Sector Adoption Public Sector Adoption Other Past Experience With OSS January 17, 2014 Economic Downturn 12
    11. 11. 4 Global Themes ALL OPEN SOURCE Social DATA Mobile Cloud
    12. 12. Examples of Systems / Shared Hosting • Payroll (Oracle / Red Hat Linux) • Superannuation (Oracle / Red Hat Linux) • Financial Management system (Agresso / MS SQL / WIndows) • Household Charge (.Net Front end / SugarCRM Backend) • Protect Our Water (.Net Front end / SugarCRM Backend) • NPPR (.Net Front end / SugarCRM Backend) • Building Control (Drupal Front end / SugarCRM Backend)
    13. 13. Products in use • OS • Ubuntu • RedHat • Centos • Applications • Sugar CRM • Alfresco • Drupal • Desktop • Open Office • Telephony • Asterisk • Specialty • Geo Server (GIS) • PFSense • Database • MySQL • eMail • Zarafa
    14. 14. Open Source Stacks up!
    15. 15. Analysis of OSS v MS • The major issue is CAL… • Operating System • Document Management
    16. 16. When do we use Open Source? • Where it makes financial sense • Pragmatism needs to guide open source adoption and not ideology • Open source is not just or only or always about free or cheap - it can bring a number of distinct and enduring benefits when contrasted to strategies based around proprietary software • Migrating to open source is more likely to be successful if it is done when there is a real and present need for change, rather than simply on the basis of finding open source attractive on infrastructure cost or non proprietary arguments • Adoption and development of open source can support the sharing of both expertise and expense between government bodies, for example among local authorities forming a flexible route to collaboration.
    17. 17. Success… • Maturity – if it was written last night – we are not using it.. No matter what platform…. • World Wide solutions - where the rest of the world has already proved success. • • • • • • • • • • CRM Document Management Content Management Database Telephony Sector Wide Solutions Browser First Commoditisation Specialisation Commercial Open Source
    18. 18. Commercial Open Source • Why people have issues with Open Source • Lack of formal support and services. • Velocity of change. • Roadmap Openness… • What does Commercial Open Source bring… • • • • • • Formal support with service level agreements (SLAs) Professional services Certified software stacks Product roadmaps Closer functional parity with proprietary alternatives Reference accounts, cases studies, and user groups
    19. 19. Open Source Case Study – LGMA use of SugarCRM for Household Charge, POW and NPPR
    20. 20. The Issues… • 2008 financial crisis • EU/IMF/ECB (‘Troika’) bailout • New Taxes (be Ready) • Keep the Lights on Investment • Significant Investment in Microsoft Technologies • Growth of Open Source Across the World
    21. 21. The answer… Local Government and • Newly merged State Agency • Shared services provider • Shared Successes • Limited time, money, resources • Prioritise • Must do • should do • could do
    22. 22. The solution… • Must do… • Take calls, e-mails, paper forms • Credit card, debit card, direct debit, cash • Exceptions • Should do • • • • • • Reporting Support contract Interface directly with PBX Scanning Interface to remove Paper quicker Manage Campaigns, for Future Taxation Contact Future Householders re Next Year Tax • Could do • Social Media Interface - Twitter in / Out • Integrated Account for Householders • Online Interface directly to CRM
    23. 23. Why SugarCRM Community Edition? • SugarCRM Community Edition has no license cost • 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
    24. 24. The storm
    25. 25. Processes
    26. 26. Processes
    27. 27. Infrastructure Overview…Day 1
    28. 28. Infrastructure Overview…Present Day
    29. 29. Records • Additional programmes • Protect our Water (PoW) • Non Principal Private Residence (NPPR)
    30. 30. Records
    31. 31. Records
    32. 32. Records
    33. 33. Records
    34. 34. Benefits costs • Reduced • Implementation Cost were similar to costs for Implementing any CRM • Big Savings in end user costs for 320 concurrent users at peak. • Sugar has no Client License cost. • Strengths • • • • • Integrated data Ease of use / Flexibility / End User configurations changed daily – role based Adaptable / all users can configure their work spaces and environments Stability – Sub Second response for all users Performance – Scaled to 800,000 records on single DB Server • Recommendations • Define desired outcome – It pays in the long run to spend your time on defining processes and workflows / Requirements • If at all possible – use the core modules • Keep it simple to begin with and build on it
    35. 35. Social Media and SugarCRM in Local Government National Website Now working with Twitter Creates National Feeds Local CRM Incidents
    36. 36. Real-time Twitter dashlet • Twitter Dashlet is your window looking outside to Twitter from your SugarCRM • As many search dashlets as you need to track all searches important to your organisation
    37. 37. Tweets to lead conversion • It gives you ability to look up and find leads from Twitter search without even leaving your SugarCRM system.
    38. 38. Tweets to case conversion • Create cases in SugarCRM from Tweets and use these data to track issues. Take your customer care to the next level.
    39. 39. Twitter feeds • Easily Tweet Contact Posting a Tweet and sending your inbound marketing message from your SugarCRM system has never been easier. Keep relationships with your contacts in real time on social media. • Separation of Duties Duties can be separated within the module and spread out to your authorized users. • Full Twitter Audit Log This feature will allow authorized users the ability to view and monitor, by user, any changes made to your SugarCRM instance through the GetSocial module as well as outgoing Tweets to your Twitter account.
    40. 40. Telephony Integration • Cloud Asterisk Solution • • • • • • • • SIP Phone EndPoint SugarCRM integration IVR from the Household Charge / POW / NPPR Multiple Voice Queues Blueface Integration for National / International Dialling Pay per use rather than Capital Model Instant Stats Less than €2,000 p.a.
    41. 41. Open Souce Case Study BCMS
    42. 42. LA Process Management SugarCRM Based Household Charge Infrastructure Takes Data from Drupal Back Office Functions Public Interface Drupal Based Use Existing Local Government Portal Reusable Components Registration Forms Document Upload ePayments
    43. 43. Open Source Case Study • Laois Payroll Shared Service • Shared Desktop / VDI • Sugar CRM to Manage Cases, Queries • CORE system for Payroll • Hosted Email • • • • Cloud Asterisk Solution for Telephony Integration / IVR All run from Revenue DataCentre Consumed through iGel terminal Reuse of Existing Solutions
    44. 44. What is the Future of SugarCRM in the Sector.. • Twitter Integration • Telephony Integration • Business System Interaction / Integration • Service Catalogue
    45. 45. Top 5 International Barriers to OSS selection and Irish Experiences with them • Inertia – (Crises – Lack of Money) • Lack of internal technical skills and Unfamiliarity with open source solutions (New Projects / Green Field – Skilling by use) • Lack of formal commercial vendor support (Not True – if government is spending….) • Legal Concerns re Licensing – Same as Proprietary (Ref LG 99) • Does not conform to Internal Policies / Strategies (Stringent Policy may change when budgets are removed / reduced) January 17, 2014 54

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