The document discusses how governments are using CRM solutions to improve citizen interaction and case management. CRM allows governments to better manage citizen inquiries across multiple channels, track cases, and share information between departments. This helps improve services, increase efficiency, and reduce costs. The document provides examples of how CRM can support functions like complaints, grants, and field services. It emphasizes that CRM is most effective when integrated with other systems like workflow and records management.
Delivering User Excitement in the Digital Era Through an Enterprise Service HubCognizant
To succeed in a digital world, enterprises must reengineer their help and service desks along a hub and spoke model, employing analytics and total case ownership to satisfy internal and external user needs as soon as they arise.
De Lijn offers improved, customized public transport service thanks to Dynami...Quadrant Communications
De Lijn wants to improve its customer service and is therefore introducing Microsoft Dynamics CRM, with the help of its CRM partner, Travi@ta. Travi@ta is also integrating the software with various backend systems so the new tool really is a single working environment for De Lijn employees.
Delivering User Excitement in the Digital Era Through an Enterprise Service HubCognizant
To succeed in a digital world, enterprises must reengineer their help and service desks along a hub and spoke model, employing analytics and total case ownership to satisfy internal and external user needs as soon as they arise.
De Lijn offers improved, customized public transport service thanks to Dynami...Quadrant Communications
De Lijn wants to improve its customer service and is therefore introducing Microsoft Dynamics CRM, with the help of its CRM partner, Travi@ta. Travi@ta is also integrating the software with various backend systems so the new tool really is a single working environment for De Lijn employees.
De Lijn wanted to improve its customer service and is
therefore introducing Microsoft Dynamics CRM, with
the help of its CRM partner, Travi@ta. Travi@ta is also
integrating the software with various backend systems
so the new tool really is a single working environment
for De Lijn employees.
As with any concept that gets a lot of buzz and attention, Web 2.0 is a catchphrase that marketers, luminaries, and business strategists seem compelled to drop into almost any discussion. Wikis. Blogs. Podcasts. Social networking sites. File sharing. Customer-generated content. These are just some of the hallmarks of the much-talked-about (but little understood) “Web 2.0.” Though Web 2.0 is unlikely to supplant or fundamentally change CRM’s role for financial services companies, CRM and financial services companies alike have a lot they can learn from Web 2.0.
2020 Social Decoding The Social In Social CRM2020 Social
Slides from the 2020 Social workshop on Decoding the Social in Social CRM.
This deck has been used for the following workshops:
- Private workshop for a CRM product firm in India.
- Talk at Talisma Insights 2010.
Update history:
- March 2010
- June 2010
Mindtree's expertise in corporate banking portals.Mindtree Ltd.
Online banking in corporate banks is still at a very nascent stage. Most banks provide minimum service through disparate online channels, across product lines. A majority of them are organized as per product lines – cash management, corporate finance and leasing. Each business unit tends to have it’s own customer channel. This makes it difficult for the CIOs / CMOs to present a unified and coherent user experience. Adding mobile to the mix only increases the woes of corporate users.
Big business in small business: Cloud services for SMBsMadeline Titcomb
Cloud services are gaining ground in all segments, but small and
medium-sized businesses present a unique opportunity. Understanding and addressing what sets them apart is the key to success.
Every few months our team gets together to share cool tools we've found, used, or considered.
This first session was dominated by:
Content Curation tools, whether powerful, algorithm driven engines or basic content organisation tools.
Location-based information apps, where there’s not major traction but loads of interesting concepts.
Tools specifically aimed at Local Social – whether it’s local social listening, deal management tools or local influence identification tools.
www.charisma.ro
www.totalsoft.ro
Charisma Collection is the only tool dedicated to debt collection, which is natively integrated with ERP, HR or CRM solutions provided by most powerful providers in the world. Thus, you can have an end-to-end, multi-company, multi-site, multi-location solution you can access remotely, at any moment, by means of a mobile device with Internet access, at an unparallel total cost of ownership (TCO).
Enhancing Business Partnerships with the B2B GatewayComarch
— Business-to-business (B2B) partnerships bring a need for a B2B platform as a middle-ground solution that enables the information
exchange and interaction between operators’ and business partners’ applications. The article discusses the market need for communication between partners’ applications, classes of exchanged information and topics connected with revenue management, user-centric and customer-centric business models, and the B2B gateway concept in the mobile virtual network enabler (MVNE) – mobile virtual network operator (MVNO) business case. The classes of information exchanged and managed by the discussed B2B gateway concept includes Service Usage data, Profile Management, Provisioning, Electronic Bill Presentment and Payment (EBPP), Data and system security, as well as charging and AAA.
Today’s evolving digital capabilities can help financial services companies achieve greater customer-centricity & community authenticity by breaking some of the key compromises the industry has had cope with its legacy.
In the past, the form, frequency, and caliber of companies’ interactions with customers have been governed to a great extent by operational limitations and/or intermediaries in the value chain such as Agents, Brokers in the Insurance realm.
Totus Communications is a powerful Sales Force Automation tool that allows your sales force
and marketing department to quickly and effectively communicate with your prospects and
customers. Totus combines multiple communication mediums like E-mail, Print-on-Demand,
Electronic Greeting Cards, Premium Fulfillment, and Direct Mail Campaigns through one, easy-touse
user interface.
Mark Daniel
Vanick Group
mark.daniel@vanick.com
615-349-1983
De Lijn wanted to improve its customer service and is
therefore introducing Microsoft Dynamics CRM, with
the help of its CRM partner, Travi@ta. Travi@ta is also
integrating the software with various backend systems
so the new tool really is a single working environment
for De Lijn employees.
As with any concept that gets a lot of buzz and attention, Web 2.0 is a catchphrase that marketers, luminaries, and business strategists seem compelled to drop into almost any discussion. Wikis. Blogs. Podcasts. Social networking sites. File sharing. Customer-generated content. These are just some of the hallmarks of the much-talked-about (but little understood) “Web 2.0.” Though Web 2.0 is unlikely to supplant or fundamentally change CRM’s role for financial services companies, CRM and financial services companies alike have a lot they can learn from Web 2.0.
2020 Social Decoding The Social In Social CRM2020 Social
Slides from the 2020 Social workshop on Decoding the Social in Social CRM.
This deck has been used for the following workshops:
- Private workshop for a CRM product firm in India.
- Talk at Talisma Insights 2010.
Update history:
- March 2010
- June 2010
Mindtree's expertise in corporate banking portals.Mindtree Ltd.
Online banking in corporate banks is still at a very nascent stage. Most banks provide minimum service through disparate online channels, across product lines. A majority of them are organized as per product lines – cash management, corporate finance and leasing. Each business unit tends to have it’s own customer channel. This makes it difficult for the CIOs / CMOs to present a unified and coherent user experience. Adding mobile to the mix only increases the woes of corporate users.
Big business in small business: Cloud services for SMBsMadeline Titcomb
Cloud services are gaining ground in all segments, but small and
medium-sized businesses present a unique opportunity. Understanding and addressing what sets them apart is the key to success.
Every few months our team gets together to share cool tools we've found, used, or considered.
This first session was dominated by:
Content Curation tools, whether powerful, algorithm driven engines or basic content organisation tools.
Location-based information apps, where there’s not major traction but loads of interesting concepts.
Tools specifically aimed at Local Social – whether it’s local social listening, deal management tools or local influence identification tools.
www.charisma.ro
www.totalsoft.ro
Charisma Collection is the only tool dedicated to debt collection, which is natively integrated with ERP, HR or CRM solutions provided by most powerful providers in the world. Thus, you can have an end-to-end, multi-company, multi-site, multi-location solution you can access remotely, at any moment, by means of a mobile device with Internet access, at an unparallel total cost of ownership (TCO).
Enhancing Business Partnerships with the B2B GatewayComarch
— Business-to-business (B2B) partnerships bring a need for a B2B platform as a middle-ground solution that enables the information
exchange and interaction between operators’ and business partners’ applications. The article discusses the market need for communication between partners’ applications, classes of exchanged information and topics connected with revenue management, user-centric and customer-centric business models, and the B2B gateway concept in the mobile virtual network enabler (MVNE) – mobile virtual network operator (MVNO) business case. The classes of information exchanged and managed by the discussed B2B gateway concept includes Service Usage data, Profile Management, Provisioning, Electronic Bill Presentment and Payment (EBPP), Data and system security, as well as charging and AAA.
Today’s evolving digital capabilities can help financial services companies achieve greater customer-centricity & community authenticity by breaking some of the key compromises the industry has had cope with its legacy.
In the past, the form, frequency, and caliber of companies’ interactions with customers have been governed to a great extent by operational limitations and/or intermediaries in the value chain such as Agents, Brokers in the Insurance realm.
Totus Communications is a powerful Sales Force Automation tool that allows your sales force
and marketing department to quickly and effectively communicate with your prospects and
customers. Totus combines multiple communication mediums like E-mail, Print-on-Demand,
Electronic Greeting Cards, Premium Fulfillment, and Direct Mail Campaigns through one, easy-touse
user interface.
Mark Daniel
Vanick Group
mark.daniel@vanick.com
615-349-1983
Customer Experience Management Transforming Financial Industry To The Next LevelFCICCM1
CXM: It’s All About The ROI! The Financial industry now is investing in Customer Experience Management (CXM) Systems as they are understanding the impact of effective & personalized communications for better customer experience (CX). For more information visit their website.
The Customer Portal Whitepaper briefs about driving customer interaction through a dedicated portal that has all the required features and user-friendly functionality. Find out how.
Are you in control of your customer communications?Scriptura Engage
Customer Communications Management (CCM) is subject to changing market conditions driven by digitalization, the Internet, a rich choice of media types, and changing regulations. Under these market conditions, organizations are advised to take a closer look into their customer communications practices.
Nevertheless, in-depth research by InfoTrends revealed that most organizations struggle with getting CCM to work. This document discusses the challenges associated with this and presents a grow path for CCM to help organizations improve their customer communications, reduce the cost associated with these communications, and to deepen their customer relationships.
Get your free whitepaper at https://ap.pn/2M6sDs4
New customer expectations across all facets of engagement are challenging how traditional contact centers operate. Pressure is building to optimize customer experience, improve agent productivity, and deliver on strategic business initiatives.
But, the market conditions are changing and organizations have to be prepared to embrace:
-- The growing complexity and number of communication channels
-- New and evolving regulatory compliance requirements
-- Disruptive technologies, including Artificial Intelligence (AI) and Robotic Process Automation (RPA)
Forward thinking leaders are leveraging technology to transform their operations into Intelligent Contact Centers™, redefining the customer experience—and business value they bring to the organization.
Download the whitepaper for insight into how organizations are building next generation contact center applications. https://ap.pn/2M6sDs4
Efficiency, speed, agility and flexibility are important in every sector as we usher in industry 4.0 where relentless transformation is the only constant. In a highly competitive sector like real estate, these four aspects are even more critical, especially with respect to their sales and marketing functions, and they determine whether a real estate agency will stay ahead of its competitors or lose its edge.
Presentation from
Serge Hanssens, Advisory Director, PwC Luxembourg, delivered at the Dynamic Business Event organized by Nerea & Microsoft on April 16th 2013 in Luxembourg
Presentation from
Jean-Philippe Quin, Head of IT Business Services Transition at Lombard International Assurance, delivered at the Dynamic Business Event organized by Nerea & Microsoft on April 16th 2013 in Luxembourg
This document is a property of Microsoft Corporation.
Microsoft is defining a connected and forward-looking enterprise, the successful enterprise of the future.
This paper shows how Microsoft® Office, Microsoft SharePoint®, Microsoft Exchange, and Microsoft Office Communications Server contribute to the powerful architectural design of the Microsoft Business Productivity Infrastructure (BPI). The BPI stack approach suggests that only by thinking at a capability level (for example, “What do users want to do?‖), and then adding the right aspects of capability in each place (client, server, and services), can we create desktop applications that also deliver rich server and services capabilities to information workers.
This paper shows how two products, Microsoft® Office and Microsoft SharePoint®, contribute to the powerful architectural design of the Microsoft Business Productivity Infrastructure (BPI). The BPI stack
approach suggests that only by thinking at a capability level (for example, “What do information workers want to do?”), and then adding the right aspects of capability in each place (client, server, and services), can we create desktop applications that also deliver rich server and services capabilities to information workers.
This evaluation guide is designed to help you understand the design goals, feature set, and implementation for Microsoft® SharePoint® 2010. The guide provides an overview of the solutions and benefits provided by SharePoint 2010, as well as descriptions of new and improved features in the areas of collaboration, social networking, search, business intelligence, enterprise content management, and composite applications. It also provides a tour of the main feature areas in SharePoint 2010 and concludes with useful information for administrators and developers.
An independent study by Mainstay Partners evaluated the implementation of Microsoft® Office SharePoint® at three Fortune 500 companies with the goal of understanding how they use the Microsoft solution to enhance collaboration and foster a social online community across the organization. This report summarizes Mainstay’s assessment, which is based on interviews with executives and senior managers at the following organizations:
- Ford Motor Company
- Large Northeastern U.S.-based bank
- Electronic Arts Inc
Privacy in the Public Cloud: Microsoft Dynamics CRM OnlineNerea
Reflecting Microsoft’s approach to privacy by design, Microsoft Dynamics CRM Online was built from the ground up with strong data protection in mind.
In the following pages, we will discuss Microsoft’s philosophical and practical approach to safeguarding information in the cloud, as well as several of the tangible benefits that have resulted for Microsoft Dynamics CRM Online customers.
Email & Mobile Marketing is available with a Campaign Commander solution by Emailvision.
Campaign Commander enables automation of online marketing activities to significantly increase the relevance and profitability of marketing and emailing campaigns.
Email subscriber information that’s linked to the Microsoft Dynamics CRM produces a bi-directional data flow of important customer metrics that helps marketers improve subscriber segmentation and helps sales teams to drive greater lead generation.
Nerea is an official reseller of TARGIT BI Suite.
Through its unique and intuitive user interface, TARGIT BI Suite integrates every single step in the optimal decision process.
Fast and accurate decisions call for easy access to knowledge. When interacting with computers, it’s all about the number of clicks. The more intelligent the system is, the fewer clicks needed. TARGIT BI Suite delivers business insights in the fewest clicks.
TARGIT BI Suite provides a vast number of ways in which you can visualize, illustrate and analyze your company data. And no matter what kind of analysis you do, TARGIT BI Suite remembers your preferences for presenting data.
Event management in Microsoft Dynamics CRM 2011Nerea
Microsoft Dynamics CRM 2011 includes an Event Management module that allows you to seamlessly plan, manage and optimise your events through a ready-to-use website template. Details are published to the client portal, where selected customers and prospects register their attendance. All responses and leads from those events are then tracked in CRM and converted to maximise business opportunities.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
Alt. GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using ...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Sudheer Mechineni, Head of Application Frameworks, Standard Chartered Bank
Discover how Standard Chartered Bank harnessed the power of Neo4j to transform complex data access challenges into a dynamic, scalable graph database solution. This keynote will cover their journey from initial adoption to deploying a fully automated, enterprise-grade causal cluster, highlighting key strategies for modelling organisational changes and ensuring robust disaster recovery. Learn how these innovations have not only enhanced Standard Chartered Bank’s data infrastructure but also positioned them as pioneers in the banking sector’s adoption of graph technology.
In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
GridMate - End to end testing is a critical piece to ensure quality and avoid...ThomasParaiso2
End to end testing is a critical piece to ensure quality and avoid regressions. In this session, we share our journey building an E2E testing pipeline for GridMate components (LWC and Aura) using Cypress, JSForce, FakerJS…
Essentials of Automations: The Art of Triggers and Actions in FMESafe Software
In this second installment of our Essentials of Automations webinar series, we’ll explore the landscape of triggers and actions, guiding you through the nuances of authoring and adapting workspaces for seamless automations. Gain an understanding of the full spectrum of triggers and actions available in FME, empowering you to enhance your workspaces for efficient automation.
We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
Whether you’re tweaking your current setup or building from the ground up, this session will arm you with the tools and insights needed to transform your FME usage into a powerhouse of productivity. Join us to discover effective strategies that simplify complex processes, enhancing your productivity and transforming your data management practices with FME. Let’s turn complexity into clarity and make your workspaces work wonders!
Essentials of Automations: The Art of Triggers and Actions in FME
Citizen interaction and case management
1. GOVERNMENT
Citizen Interaction and Case Management:
Improving Government Operations and the Delivery
of Citizen and Business Services with CRM Solutions
3. Introduction
Most government organizations face two competing pressures: They need to deliver
high-quality services to citizens and businesses, and at the same time, improve efficiencies
and reduce costs. This white paper discusses how government organizations are increasingly Just buying CRM
turning to Customer Relationship Management (CRM) solutions to successfully meet and
reconcile these challenges.
software does
not deliver a
In recent years, the private sector has revolutionized the meaning of customer service.
For example, retail and banking customers can access customer support services when and
citizen-centric
how they choose, through a range of channels that include access to online information, approach, but it
around-the-clock contact centers, fully transactional Web sites, and interactive Web chat provides the
sessions. Customers now expect companies to know who they are when they call and
to respond to inquiries quickly, track orders precisely, and resolve complaints efficiently.
foundation for
These high standards of customer service in the private sector have in turn raised the citizen-centric
expectations of citizens, businesses, and contractors when they deal with government
ways of working.
organizations. Citizens and businesses now expect more seamless, personalized, and
convenient self-service options for interacting with government organizations, across
multiple channels, regardless of time and location.
To address these expectations, government organizations are adopting a citizen-centric
approach for service delivery, inquiry management, and other business practices. They
are redesigning their internal business processes to focus on the needs of their citizens,
businesses, and other service users. This citizen-centric approach requires centralized access
to detailed information about citizens and services, and many government organizations
are using CRM solutions to deliver these capabilities. Equipped with integrated portals and
contact centers, employees can quickly locate and share information, which lets them build
and sustain citizen relationships with the same tools private sector organizations use to
manage their customer relationships. Managers and front-line workers can resolve inquiries,
learn from feedback, and fix the root causes that create service problems.
Just buying CRM software does not deliver a citizen-centric approach, but it provides the
foundation for citizen-centric ways of working. This paper focuses on the ways government
organizations—from national ministries and agencies, to local, municipal, city, and regional
governments—can use CRM solutions to support the modernization and integration of
public services.
CRM solutions help government organizations transition from a service-centric to a
citizen-centric approach by:
∑ Providing rapid and seamless access to the organization’s knowledge base to rapidly
resolve citizen requests
∑ Simplifying processes and improving efficiency
∑ Connecting services within the organization
∑ Linking to partner organizations
∑ Integrating with service systems and back-office functions
Specifically, CRM solutions can support two interrelated functions for government
organizations:
• Citizen Interaction Management: The ability to organize and manage a wide variety
of citizen and business contacts, inquiries, and requests
• Case Management: The ability to track, manage, and resolve applications, inquiries,
and internal tasks
3
4. Improving Citizen Interaction and Case Management for Governments
Citizen Interaction Management
CRM solutions enable staff to manage front-office contact with citizens more efficiently
and effectively. This aspect of CRM is often referred to as citizen interaction management
A robust CRM or contact management. Many government organizations introduce a CRM solution
as a means of handling and logging information inquiries, usually in conjunction with
solution provides
an information call center for handling telephone inquiries, or a contact center
access to the that can handle e-mail, hard-copy applications, faxes, and interactive Web communications.
organization’s Typically, call and contact centers handle inquiries from citizens who are applying for
services, responding to correspondence, or requesting further information. These basic
knowledge base, inquiries cover the same topics on a daily basis, taking up valuable time that technical staff
allowing call or could devote to more complex issues. By setting up a call or contact center to handle these
contact center staff inquiries, government organizations can provide better service at lower cost and free
technical staff to concentrate on more strategic activities.
to quickly answer
inquiries such as CRM solutions also provide tools for recording and responding to citizen inquiries. A
robust CRM solution provides access to the organization’s knowledge base, allowing call
“what time, “how,
” ” or contact center staff to quickly answer inquiries such as “what time,” “how,” “where,”
“where, and “why.
” ” and “why.” The system also records detailed information so that the next time the
citizen contacts the organization, the agent can refer back to the original inquiry and
explain the actions that have been taken and the progress made. Contact details need
only be collected once, reducing staff workload and ensuring citizens don’t need to
repeat information.
When citizens apply for services, call or contact center staff can complete electronic
forms that significantly reduce paper trails for processing applications. Equally important,
staff can realize major efficiency gains by using electronic forms that automatically fill in
information already recorded in the CRM system.
CRM solutions also can connect services for citizens and businesses in ways that make
sense to them. Centralized contact information gives organizations a comprehensive
view of the mixture of services that citizens or businesses can receive. For example, a
senior citizen who wants to find out about housing benefits might also be interested
in hearing about other benefits available to seniors. A new business registering as a
restaurant will need to learn about local by-laws, food inspection processes, and refuse
collection arrangements.
Easy access to centralized service and contact details also means that specific groups of
service users or geographic areas can be quickly notified about a relevant problem, such
as a risk of flooding, a change in refuse collection schedules, or road closures.
Effective citizen interaction management forms only part of an integrated CRM platform.
The real power and efficiency gains come when the front office is connected with service
information and back-office functions. Without this integration, organizations merely
provide a faster way to manage inquiries and apologize for delays.
4
5. Case Management
Too often, contact centers equate quality of service with how quickly staff responds to
an inquiry. Case management shifts the emphasis to how efficiently their problem or
request is resolved. Most citizens value rapid resolution more than “a friendly manner” CRM solutions
or the ability to provide additional relevant information, although these elements are
both key factors in delivering quality service. Equipped with the right tools, experienced
provide managers
and well-trained staff can handle and resolve inquiries more efficiently. A well-designed with information
CRM solution connects customer inquiries with back-office systems, enabling effective that helps them
case management.
understand case
Traditionally, case management has been handled manually. For example, a paper-based lifecycles, how best
application for a building permit or planning permission would become part of a
hard-copy file containing all correspondence and activity details. When case management
to route cases to
is supported by a CRM solution, authorized personnel gain instant online access to achieve rapid
centralized, real-time information, freeing managers and case workers from dealing
resolution, and
with large amounts of paper. They can work with consistent, standardized processes
from initiation through resolution and create alerts for action or escalation. Error rates where problems occur.
are radically reduced by eliminating manual records, duplicate data input, and multiple
handoffs. Equally important, CRM solutions deliver consolidated views of all cases,
comparative data on performance, and search capabilities that support management
information requirements.
In addition to helping government organizations efficiently manage individual cases
and workload, CRM solutions provide managers with information that helps them
understand case lifecycles, how best to route cases to achieve rapid resolution, and
where problems occur.
Using CRM to Support Specialist Units
and Functions
CRM solutions provide powerful tools that support discrete services and specialized
processes across the entire organization, including:
Using a CRM
Complaint handling and management: Complaint handling is a critical but
time-consuming, often costly task for all government organizations. Direct and indirect
solution, staff can
costs can strain budgets. Mismanaging or failing to resolve complaints reflects poorly accurately and
on organizational processes and creates ongoing friction with citizens. Using a CRM
rapidly capture and
solution, staff can accurately and rapidly capture and classify complaints. Complaint
cases are routed automatically to appropriate staff, who can then easily track progress classify complaints.
through to resolution. In addition, data collected about complaints provides a powerful
information source for evaluating staff and business unit performance, weak processes,
and areas where proactive action can eliminate complaints.
5
6. Improving Citizen Interaction and Case Management for Governments
Recruitment: Specialist recruitment units often support large departments or multiple
departments in government organizations. In many cases, these units deal with the same
individuals through multiple communication channels. Recruitment advertisements
typically direct potential applicants to Web sites for information, application forms, and
terms of employment, but recruitment staff will still take telephone calls and send out
A CRM solution hard copy documents. A CRM solution can enable recruitment units to track applications,
can enable contacts, and progress—regardless of the channel used—from initial contact through
recruitment units to hiring or rejection. Staff can easily be assigned or re-assigned to specific recruitments,
tasks, or interviews. They can schedule follow-up appointments efficiently, and set up
track applications, automatic alerts to ensure candidates receive the documentation they need and a
contacts, and superior recruitment experience.
progress—regardless Economic development or inward investment units: Attracting new businesses and
of the channel employment opportunities is vital to almost every community. A CRM solution helps
economic development staff effectively manage outreach and marketing campaigns and
used—from initial
monitor a pipeline of new or expanding businesses. It also enables them to advise potential
contact through new businesses on key topics such as the availability of suitable land and buildings, planned
hiring or rejection. public investment in new roads and infrastructure, incentives to relocate, and the availability
of suitably skilled employees. Staff and managers also can use centralized economic
development dashboards to view progress and identify follow-up actions.
Grant management: Grants often involve time-consuming and expensive administrative
processes that demand precise management and standardized, transparent processes.
Traditionally, grants have been managed by small units using a combination of
spreadsheets, calendars, word processing, and ad hoc databases. Increasingly, government
bodies are consolidating these units and processes for issuing and managing grants.
Using CRM technology, grant applications can be received online. Key functions such
as allocations, monitoring, and inquiries can be managed electronically. Automated
processes allow applicants to track the progress of requests and allocations, as well as
facilitate compliance with accountability, audit, and legislative requirements.
Field service management: The work patterns of field services staff are changing
dramatically. In the past, an environmental health inspector or building control officer
visited their office every day to collect relevant files and write reports. If they needed
additional information, they would have to research it in the office and then schedule
another visit or follow-up action. Today, inspectors can leave home with a handheld
device that contains the schedule of visits and all relevant documentation. During their
visit, they can use the device to complete an electronic form that records all relevant
details and reference information, as well as review outstanding issues or requests. They
no longer need to visit their offices as frequently and can instead focus their efforts on
serving customers, because all the information they need is updated in real time. As
priorities shift, managers can make scheduling changes remotely.
Citizen segmentation: Private sector companies use customer segmentation to tailor
services to specific customer needs. In turn, government organizations are adopting the
technique to improve levels of citizen satisfaction. Information from the CRM system can
be combined with socio-economic data to divide citizens into customer groups, based on
identifiers such as age, housing type, and socio-economic status. Coupled with location
data, the main services used, and channel preference (telephone, e-mail, Web sites, and
face-to-face), segmentation helps facilitate informed decisions about targeting and
promoting services. This allows government to provide personalized, cost-effective
service for all citizens.
6
7. CRM as Part of an Integrated IT Platform
CRM effectiveness dramatically increases when solutions are linked with workflow and
electronic records management systems. Workflow enables organizations to monitor
tasks and the movement of documents from the start of a business process through Integration between
completion. Electronic records management systems provide powerful tools for managing,
searching, retrieving, and controlling access to electronic documents. Integration between
CRM solutions and
CRM solutions and workflow systems ensures that the right information is available at workflow systems
the right time and in an appropriate format. Electronic records management systems ensures that the
also support important functions such as statutory information inquiries, integration of
e-mail records, and version tracking for documents. right information
is available at the
Figure 1 CRM as part of an integrated IT platform right time and in an
Desktop Tools & Mobile Working appropriate format.
Extranet
Workflow
Business Face to Face
Service
Applications
Citizen Interaction
Channel Management
Management
Intranet (Web)
Case
Kiosk Management
Telephone ERP/
Back Office
Mobile (SMS) Records Management
Citizen
Post
Business Intelligence & Performance Management Tools
Mapping and Geographic Information
Business Intelligence tools transform the data captured through CRM solutions into
powerful information used for planning, decision making, performance management, and
resource allocation. CRM systems provide government organizations with deep visibility
into citizen interactions, including the services they use, their levels of satisfaction, and the
problems that they experience. Analytical tools equip organizations to adapt to changing
circumstances, improve satisfaction levels, and make informed trade-off decisions about
costs and levels of service. Because location is often key to effective service delivery,
particularly for local and regional governments, CRM-based analysis becomes even more
powerful when linked with mapping or geographic information systems.
Business intelligence tools also enable organizations to use cluster analysis that helps them
link cause and effect for service issues.
CRM systems can also support mobility and flexibility as more employees work from
multiple offices or their homes, or work on the road with wireless-enabled laptops, tablet
PCs, and personal digital assistants. Increasingly, the boundaries of CRM solutions are
blurring as they form part of an integrated IT platform (See Figure 1).
7
8. Improving Citizen Interaction and Case Management for Governments
Key Benefits and Real-World Examples
CRM practices and solutions enable government organizations to implement and support
the delivery of modern public services. Key benefits include:
∑ Improved access to services by citizens as they find it easier to obtain information
on how and where to access services
• Higher levels of satisfaction as citizens find it easier to obtain information and
quicker to resolve inquiries
• Better support for citizens through improved tracking and follow-up for inquiries
and cases
• Improved efficiency and savings through better planning and resource allocation.
CRM solutions can highlight peaks and troughs of activity, as well as help managers
spot emerging trends and deal proactively with common problems
∑ The ability to integrate front-office inquiries with back-office delivery systems
• Improved use of resources through reducing administrative costs and moving
more staff to front-line delivery of services
• Significant reductions in redundant contacts, including progress-chasing by
citizens across multiple departments and repeat inquiries
Improve Responsiveness
United States: California Department of Corporations—The Department of
Corporations is the investment and financing authority in the State of California.
It licenses and regulates financial services and securities-related businesses that
operate in the state. As part of a state initiative to use information technology to
make state offices more responsive to the public, the Department implemented
a CRM solution. The Department can now efficiently receive and track public
concerns and provide departmental responses. The public has responded positively
to the Department’s initiative, and the call center has increased its call handling
capability by 50 percent.
Integrate Service Delivery
United Kingdom: States of Jersey—The States of Jersey is an island country of
88,000 citizens located about 100 miles south of mainland Britain and 14 miles
from the coast of France. It implemented a CRM solution, including a one-stop
shop environment and a single transactional Web site, as part of its plans to
improve delivery of public services to citizens and save £20 million ($40 million
USD) by 2009.
8
9. “We’re now able to
serve our citizens
based on their
personal specific
needs and give
them much more
specialized attention.
”
Abrantes City Council
Automate Manual Processes
Portugal: Câmara Municipal de Abrantes—Most of Portugal’s 300 city halls still
deal with citizen requests manually. Abrantes is an exception, and it has a vision
of creating greater community cohesion that offers each citizen online access to
relevant information about education and health, as well as local government
services. The goal is to improve the quality of life for citizens and make Abrantes
more competitive at the national and regional levels through the innovative use
of technology. Since 2004, the city council has been investing in new Web-based
solutions to deliver integrated, high-quality, and cost-effective services to its citizens,
online and through its customer contact center.
Abrantes has now cut in half the average time it takes to process a citizen
transaction. Council employees are working more productively with a single
information system that integrates citizen information from all its line-of-business
applications. This solution is also now being extended to nine other neighboring
districts, as Abrantes consolidates its role as a services hub for other councils.
Abrantes City Council says: “We’re now able to serve our citizens based on their
personal specific needs and give them much more specialized attention.”
9
10. Improving Citizen Interaction and Case Management for Governments
Assessing CRM Readiness
Assessing when a government organization should implement CRM practices and solutions
tends to be influenced by their progress in implementing e-government. In its simplest
form, e-government is about using technology to enhance access to and delivery of
government services for the benefit of citizens, businesses, and employees. In general,
the implementation of e-government includes the following phases:
• A basic Web site or sites offer one-way communication of information such as
regulations, key dates, and bidding processes for government contracts. In most
cases, government organizations have little recognition of the need for and benefits of
CRM during this phase, but it is important that they begin to understand the
benefits of a citizen-centric approach and how CRM solutions can support their
plans for moving to subsequent phases.
• Online government services allow citizens to request and receive information through
electronic forms, document downloads, and e-mail. Government organizations begin
to think in terms of citizen needs and to collect “customer” information. Initially, each
business unit tends to want their own one-stop-shop, contact or call center, Web site,
and CRM solution. This can lead some units to think that just buying the software will
deliver citizen-centric services. Instead, they need to recognize that a citizen-centric
approach requires new ways of doing business that CRM solutions can facilitate. At
this point, a CRM solution can be introduced to handle specific services and functions,
with the expectation that it will evolve into an organization-wide system. Organizations
may also begin to link the CRM solution with existing desktop tools, financial processes,
and electronic forms.
Equipped with • Integrated government services enable citizens to work with online self-service
applications and financial transactions such as electronic payments, renewal of licenses,
an integrated
and tax returns. At this stage, governments recognize the need for a one-stop-shop
CRM platform, approach and a single transactional Web site environment that supports the entire
organizations gain organization. Officials begin to see the potential for the smarter use of corporate data,
citizen segmentation, and the potential for business intelligence tools. These
powerful relationship organizations devote considerable effort to linking front- and back-office functions
and case management to deliver Web-based access to transactional information, integrate branch- or
capabilities that division-level office systems with headquarters, and provide personalized services
to citizens 24 hours per day.
integrate with • e-Government programs create a single point of contact for all inquiries through
workflow, document a citizen-centric front office, with standardized business processes that connect with
the organization’s back-office system. New ways of working take full advantage of
management, and
technology to provide effective and responsive services. Equipped with an integrated
mapping systems. CRM platform, organizations gain powerful relationship and case management
capabilities that integrate with workflow, document management, and mapping
systems. People also can access information and tools remotely through a wide range
of mobile devices.
10
11. Moving Forward
Whatever CRM solution you choose, the important point is to recognize that CRM
is much more than a system for recording customer contacts. It is an integral part of
developing a citizen-centric organization. For government organizations, an effective Whatever CRM
CRM solution needs to support rapid and friendly response to inquiries, along with the
solution you choose,
case management functions needed to achieve resolution. Just as important, the
solution should integrate fully with back-office and desktop systems and connect the important point
smoothly with business intelligence tools, workflow, mapping, and mobile devices. is to recognize that
In short, a CRM solution needs to be part of an integrated technology platform and
not a one-off, isolated purchase.
CRM is much more
than a system for
This paper has been developed for Microsoft Dynamics™ as part of its wider program
of working with and supporting government organizations. To date, Microsoft has helped
recording customer
a wide range of government organizations create reliable, secure, and integrated CRM contacts. It is an
solutions that build on existing IT system infrastructures and that can adapt to changing integral part of
needs. Transformational change requires careful planning and collaboration among
stakeholders and across government organizations. Together with its partners, Microsoft developing a
can help government organizations evaluate their operational needs and successfully citizen-centric
implement reliable, integrated, citizen-centric solutions. To learn more about how
Microsoft Dynamics CRM can help your organization operate more efficiently and
organization.
provide better service to citizens, visit www.microsoft.com/crm.
About the Author
John Thornton has over 25 years experience working with and for government
organizations. Between 2001 and 2005, John served as the local government e-envoy for
the United Kingdom. Working with local and central government, John helped ensure
that all local authorities achieved the Prime Minister’s target of having all local services
online by 2005. He is an independent adviser, writer and broadcaster on business
transformation, e-government, and innovation. John is a director of e-ssential Resources,
which provides advice, consulting, and support to public sector bodies, and he serves also
as a director of the SMART Governance Network.