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Csp Ds Final

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Presetaton from recent Citizen Service Platform meeting at Microsoft targeted at Local Government Sevices Transformation.

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Csp Ds Final

  1. 1. Citizen Centric Regional Government Presented By: David Shoesmith and Steve Craddock Re-thinking how services are delivered with the HP and Microsoft Citizen Service Platform for UK Regional Government Government Citizen Centric Regional Government | HP Confidential
  2. 2. Agenda <ul><li>Microsoft and HP Citizen Service Platform for UK Regional Government – David Shoesmith </li></ul><ul><li>A Project Manager’s view regarding delivery, acquisition and services – Steve Craddock </li></ul><ul><li>System Demonstration – Ciber </li></ul><ul><li>Introduction to our partners – David Shoesmith </li></ul><ul><li>Summary </li></ul>Citizen centric regional government | HP Confidential
  3. 3. HP and Microsoft Citizen Service Platform value proposition <ul><li>Now more than ever it is imperative for Local and Regional Government to </li></ul><ul><li>deliver consistent, efficient and affordable service across all channels whilst </li></ul><ul><li>enabling target driven measurement and compliance i.e. NI14 & PSA21 etc </li></ul>Citizen centric regional government | HP Confidential Attribute Enabled By Consistent Reusable LRG Process Templates; Data Quality/Single Version of Truth; Branded Service Efficient Knowledge Repository; Framework input/outputs; Full use and integration of existing system assets; Technology standardisation, Enterprise document/print production Affordable Reduced training cost; service based cost model; factory style delivery; best shore options; flexible licencing/ SAS; UK hosted or on premise; Re use; Solution Accelerators Target Driven Flexible operating model; Interoperability Measurement Full process life cycle audit; data quality; Business Intelligence Compliance Ease of change to support policy updates; no lock-ins All Channels Email, F2F, Mobile, Online, Phone, IVR, Kiosk
  4. 4. Regional Government Challenges Citizen centric regional government | HP Confidential Sustain the local economy Care for the environment Raise standards in education Improve social care Improve customer service Reduce costs Improve compliance & accountability Improve transparency Regional Government Mission
  5. 5. <ul><li>Increase operational efficiency </li></ul><ul><li>Increase staff productivity </li></ul><ul><li>Enable collaboration and shared services </li></ul><ul><li>Meet Government targets </li></ul><ul><ul><li>e.g. NI 14: Avoidable Contact </li></ul></ul><ul><li>Leverage the power of technology to make these things happen </li></ul>Citizen centric regional government | HP Confidential New priorities are required
  6. 6. Citizen centric regional government | HP Confidential Piecemeal purchasing has led to… However…
  7. 7. … spaghetti IT… Citizen centric regional government | HP Confidential
  8. 8. The old way Citizen centric regional government | HP Confidential <ul><li>Disjointed business processes </li></ul><ul><li>A fragmented view of the citizen </li></ul><ul><li>Escalating support costs </li></ul><ul><li>Difficult to respond to policy changes </li></ul><ul><li>Horror stories </li></ul>
  9. 9. Time to rethink Citizen centric regional government | HP Confidential Regional governments need: <ul><li>Joined up processes </li></ul><ul><li>A single version of the truth across the organisation </li></ul><ul><li>The HP and Microsoft Citizen Service Platform for UK Regional Government delivers them </li></ul>
  10. 10. End-to-end services Citizen centric regional government | HP Confidential The HP and Microsoft Citizen Service Platform for UK Regional Government is an end-to-end service solution that leverages existing strategic investments in Microsoft technologies and back office applications this enables regional governments to achieve value for money and technology standardisation
  11. 11. Comprehensive solutions Citizen centric regional government | HP Confidential The UK version of a global initiative, it is a comprehensive proposition which represents a significant collaboration between HP, Microsoft and our selected partners.
  12. 12. Modular implementation Citizen centric regional government | HP Confidential <ul><li>It is a modular approach utilising best of breed components, such as Microsoft Dynamics, SharePoint and ‘Solution Accelerators’, to deliver key local government processes and fully integrated access to back office systems </li></ul>
  13. 13. Accelerated procurement Citizen centric regional government | HP Confidential It can be procured through OGC Buying Solutions for CRM/Case Management and Document and Records Management Systems.
  14. 14. Citizen centric regional government | HP Confidential Citizen and business interactions Whatever your priorities are, using the platform HP can deliver the components you need to address them. Standardised = efficient Integration Hub / Pre-Built Integrations Revs & Bens Housing Planning Finance Highways LPG LOB Departmental Applications / ERP and Core Back Office Systems MS Dynamics CRM Contact Centre Scripting - Ciber Social Care - Careworks Document Management HP TRIM Mobility - 1 st Touch Case Management Singularity MDM - VisionWare Document Production HP Exstream
  15. 15. Collaborative development Citizen centric regional government | HP Confidential by the platform capabilities which are delivered The Citizen Service Platform also offers re-usable services components generated by the ‘CSP Community’ It’s about outcomes delivered by people & processes enabled by
  16. 16. Integrated = productive Citizen centric regional government | HP Confidential Outcome Process Highways HP CSP Capabilities Technology Platform Road flooding Citizen interaction Portal BizTalk Windows Mobile SQL Server Office Communicator Sharepoint Exchange Dynamics CRM Housing Environmental Systems Adult Services Childrens Services Intelligent Forms & Workflow Case Management Document & Records Management Performance Management Mobility Mapping Call Centre Scripting Master Data Management Enterprise Document Production Back Office Integration Business Registry Revs & Bens Road repaired
  17. 17. Key Advantages Citizen centric regional government | HP Confidential <ul><li>Reduces cost and accelerates deployment because core application capabilities can be re-used across various departments in the organisation </li></ul><ul><li>Enables flexibility because its modular approach allows you to start with the application(s) that address your highest priority requirements first and add others later </li></ul><ul><li>Protects investment: </li></ul><ul><ul><li>because it integrates with existing technology and applications </li></ul></ul><ul><ul><li>because every development made is a part of an overall strategic vision that enables you to meet tomorrow’s needs and well as today’s </li></ul></ul>
  18. 18. Backed by HP’s expertise and services Citizen centric regional government | HP Confidential <ul><li>HP has the scale and experience to deliver best value through the adoption of repeatable processes, application accelerators and best shore delivery centres. </li></ul><ul><li>HP provides: </li></ul><ul><ul><li>Ownership and Accountability </li></ul></ul><ul><ul><li>Business Value Framework - an ROI tool </li></ul></ul><ul><ul><li>Flexible acquisition and usage options </li></ul></ul><ul><ul><li>Flexible delivery options </li></ul></ul><ul><ul><li>Proven methodologies </li></ul></ul><ul><ul><li>Free HP CSP Pathfinder assessment </li></ul></ul>
  19. 19. Ownership and Accountability Citizen centric regional government | HP Confidential <ul><li>HP takes a prime </li></ul><ul><li>contractor role, which: </li></ul><ul><li>Simplifies procurement </li></ul><ul><li>Reduces the project management overhead </li></ul><ul><li>Leads to stronger relationships </li></ul><ul><li>Reduces risk </li></ul>
  20. 20. Ownership and Accountability HP Citizen centric regional government | HP Confidential <ul><li>Worlds largest technology company </li></ul><ul><li>320,000 employees </li></ul><ul><li>The HP and Microsoft Alliance has been in place for 25 years </li></ul><ul><li>20,000 Microsoft Professionals </li></ul><ul><li>75,000 based in off shore delivery and service locations </li></ul><ul><li>EDS acquisition created HP Enterprise Services </li></ul><ul><li>Government is core business with experience at 30 UK regional governments </li></ul><ul><li>Infrastructure, hosting, cloud and shared service options </li></ul><ul><li>Major competence in CRM, portals, user experience and integration </li></ul><ul><li>Purchasing through OGC Buying Solutions </li></ul>
  21. 21. Steve Craddock Citizen centric regional government | HP Confidential A Project Manager’s view regarding delivery, acquisition and services
  22. 22. Flexible acquisition and usage options Citizen centric regional government | HP Confidential <ul><li>Choose how you buy it – Up-front license or subscription </li></ul><ul><li>Choose how you get it – On-premise or on-demand </li></ul><ul><ul><li>On-demand solutions delivered from HP’s dedicated, secure, UK Government data centre </li></ul></ul><ul><li>Choose how you use it - Outlook, browser, mobile, custom </li></ul><ul><li>Change it any time as your business needs change </li></ul>
  23. 23. Flexible delivery options Citizen centric regional government | HP Confidential <ul><li>Internal empowerment </li></ul><ul><ul><li>We work collaboratively with your IT staff, enabling you to deliver the necessary system configuration. HP also support you as required. </li></ul></ul><ul><li>Factory delivery approach </li></ul><ul><ul><li>Using our large, virtual factory approach to enable cost effective delivery removes the need for a long term commitment to maintaining your own skilled resources </li></ul></ul><ul><ul><li>Delivery and configuration services can be procured as part of a pay-per-use service provision contract. </li></ul></ul>
  24. 24. Proven methodologies Citizen centric regional government | HP Confidential Your CSP journey to:
  25. 25. Proven methodologies Citizen centric regional government | HP Confidential Measure Pay-Back and Reinvest Your CSP journey – continuous improvement Reinvest savings to make further improvements
  26. 26. Proven methodologies Citizen centric regional government | HP Confidential Measure, Govern, Learn, Test, Adjust, Iterate Your CSP journey – making a start The HP CSP Pathfinder assessment provides a roadmap for embarking on a CSP initiative or extending existing CRM/CSP capabilities
  27. 27. Environmental - Bulky Waste Collection Citizen centric regional government | HP Confidential Request Bulky Waste Collection Book and Take Payment Collection Close the Loop / Satisfaction Survey
  28. 28. Anti-Social Behaviour - Graffiti Citizen centric regional government | HP Confidential Report Graffiti Approve Cleansing Graffiti Removal Close the Loop
  29. 29. David Shoesmith introduction to our partners <ul><li>Mphasis an HP Company – Systems Integration and Delivery </li></ul><ul><li>Ciber – LRG and MS Dynamics Specialists </li></ul><ul><li>1 st Touch –Mobility Solutions </li></ul><ul><li>Visionware – Master Data Management </li></ul><ul><li>Singularity – BPM and Case Management </li></ul><ul><li>HP Trim – Enterprise Records and Document Management </li></ul><ul><li>HP Exstream – Enterprise Document Production and Personalisation </li></ul><ul><li>Careworks – Social Care Applications </li></ul>Citizen centric regional government | HP Confidential
  30. 30. Mphasis an HP Company <ul><li>Bestshore delivery </li></ul><ul><li>1500 Microsoft FTE’s </li></ul><ul><li>SOA and Integration </li></ul><ul><li>CRM Centre of Competence </li></ul><ul><li>Offshore Support </li></ul><ul><li>Portal and User Experience Practise </li></ul><ul><li>Majority owned by HP </li></ul>Citizen centric regional government | HP Confidential
  31. 31. CIBER <ul><li>Microsoft Gold partner for 10 years with 7 accreditations </li></ul><ul><li>Leading partner for Microsoft Dynamics since 2003 </li></ul><ul><li>Dynamics CRM partner of year 2008 </li></ul><ul><li>Dynamics CRM Worldwide Partner of the Year 2009 Finalist </li></ul><ul><li>Deep local authority experience, unitary, London Borough, City, Borough </li></ul><ul><li>Focus on re-usable technologies and components </li></ul><ul><li>CIBER LRG Solution </li></ul>
  32. 32. Citizen centric regional government | HP Confidential Visionware <ul><li>VisionWare is the UK Public Sector market leader in: </li></ul><ul><ul><li>Master Data Management (MDM) </li></ul></ul><ul><ul><li>Customer Data Integration (CDI) </li></ul></ul><ul><ul><li>Utilising a Microsoft based solution providing CSP and CRM/Citizen Services with a Single Customer View </li></ul></ul>
  33. 33. 1stouch <ul><li>Leading UK Mobile Solution provider </li></ul><ul><li>Extensive experience </li></ul><ul><ul><li>60+ UK customers - local govt or quasi govt organisations </li></ul></ul><ul><ul><li>Total focus on mobile </li></ul></ul><ul><li>Sound investment </li></ul><ul><ul><li>Proven ROI, improved productivity and service levels </li></ul></ul><ul><ul><li>Based on world class Microsoft technologies </li></ul></ul><ul><li>Unique capabilities </li></ul><ul><ul><li>Flexible, easy to use Mobile platform and proven applications </li></ul></ul><ul><ul><li>Back office agnostic </li></ul></ul>Citizen centric regional government | HP Confidential
  34. 34. <ul><li>HP Exstream is a document output management software solution. </li></ul><ul><li>Typically HP Exstream is able to reduce costs by up to 80% </li></ul><ul><li>Automated document production. </li></ul><ul><li>Enhanced document effectiveness through personalisation </li></ul><ul><li>Enterprise Platform that: </li></ul><ul><ul><li>takes any data, merges it with any template </li></ul></ul><ul><ul><li>produces the output for both printed and electronic delivery, </li></ul></ul><ul><ul><li>assures secure delivery to any print device, fax, email, web or archive. </li></ul></ul>Citizen centric regional government | HP Confidential HP Exstream “ HP Exstream makes it a snap to customise communications across media, using disparate customer data sources.”
  35. 35. <ul><li>Capture, manage and secure information in business contex </li></ul><ul><li>t </li></ul>HP trim s oftware Citizen centric regional government | HP Confidential HP Trim Enterprise Records and Document Management <ul><li>Information sharing </li></ul><ul><li>Collaboration </li></ul><ul><li>Check in/out, versioning </li></ul><ul><li>Lifecycle workflow </li></ul><ul><li>Automated processes </li></ul><ul><li>Renditions/transformation </li></ul><ul><li>Simple contextual search </li></ul><ul><li>Security and audit trails </li></ul><ul><li>Classification & file plans </li></ul><ul><li>Retention and disposal </li></ul>HP TRIM MANAGE & SHARE Fax CD-Rom Paper Email Wireless Portals Archival / storage DELIVER/ARCHIVE INTEGRATE SharePoint Desktop applications Scanned images Structured data CAPTURE Email Business applications
  36. 36. careworks social care management Citizen centric regional government | HP Confidential
  37. 37. Citizen centric regional government | HP Confidential <ul><li>Leading BPMS vendor, in top 10 globally by revenue </li></ul><ul><li>BPMS product built on Microsoft technologies </li></ul><ul><li>Specialist in Case Management </li></ul><ul><li>Established strength in UK government sector </li></ul><ul><li>How we differentiate ourselves </li></ul><ul><ul><li>Case Management for ‘Knowledge Intensive’ Processes </li></ul></ul><ul><ul><li>Agility – rapid implementation, flexible solutions </li></ul></ul><ul><ul><li>Established track record with HP/Mphasis </li></ul></ul><ul><li>260 staff, HQ in UK, Offices London, NY, Singapore, Hyderabad </li></ul><ul><li>“ the most complete solution for case management” </li></ul>“ Workflow Supplement Scenarios for Microsoft SharePoint” April 2009 Singularity Introduction
  38. 38. Value of the HP and Microsoft Citizens Service Platform Citizen centric regional government | HP Confidential
  39. 39. To arrange your Pathfinder Assessment <ul><li>Call David Shoesmith </li></ul><ul><li>07508 010953 </li></ul><ul><li>Email: david.shoesmith@hp.com </li></ul>Citizen centric regional government | HP Confidential
  40. 40. HP and Microsoft Citizen Service Platform for UK Regional Government <ul><li>Thank You </li></ul><ul><li>Our Partners are available for discussion during breaks and after the event </li></ul>Citizen centric regional government | HP Confidential

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