Smart Cities - Using Customer Profiling and Activity Based Costing to inform ...Smart Cities Project
This document illustrates how municipalities can use customer profiling and activity based costing methods together to better understand their customers, to successfully market to those
customers, and to generate efficiencies by fully understanding the costs of service delivery.
Customer Profiling is a technique used to segment customers by socio-economic groups, which gives an indication of their likely behaviour and service and lifestyle preferences.
Activity Based Costing (ABC) is the technique used to calculate the true cost of delivering a service via different delivery channels by analysing the activities that are involved in service delivery. Using business improvement methods with the ABC data can also help identify how activities can be made more productive and improve the customer experience.
This report uses Council Tax payments and Library Services as examples to illustrate the application of Customer Profiling and ABC.
Strategic Asset Management - Water Utilitiesjpfeliciano
Strategic Asset Management can play a role in utilities reform by taking a long-term, sustainable approach rather than short-term management. It requires analyzing all available data and information to create long-term plans that justify investments. Standardization can provide an integrated framework, while tools should support information, not be the focus. Starting simply by aligning objectives and criteria across levels can help implementation. Main benefits include improved sustainability, infrastructure integrity, and decision-making to address challenges like water scarcity.
Rob Dolan presents different purposes and applications for analytics within government. He provides case study examples of implementations and shares success stories. The webcast of this presentation is available here,
http://engage.vevent.com/rt/ibm~govanalytics
The document contains an agenda for a meeting hosted by Symantec on the 20th of September. The agenda includes items on introductions, CxO engagement, the PSN Programme update, directors' reports from various engagement areas, committee updates, and future PSNGB activity. It will conclude with any other business.
Public Sector and the Cloud: Doing more for less CGI
Cloud services bring the flexibility the public sector needs. For example, hosting a number of existing local and national applications in one place boosts cooperation between governmental organisations and provides a scalable platform for the future. http://bit.ly/sYe3at
Ann Treacy and MIke O'Connor talk about broadband and give advice to the incoming MInnesota Broadband Task Force on planning for broadband in the state from reliability to ubiquity to speed...
David Behan: The transition to a new health and care systemThe King's Fund
David Behan, CBE, Director General of Social Care, Local Government and Care Partnerships, Department of Health, discusses the opportunity for integration between local authorities and the NHS.
Smart Cities - Using Customer Profiling and Activity Based Costing to inform ...Smart Cities Project
This document illustrates how municipalities can use customer profiling and activity based costing methods together to better understand their customers, to successfully market to those
customers, and to generate efficiencies by fully understanding the costs of service delivery.
Customer Profiling is a technique used to segment customers by socio-economic groups, which gives an indication of their likely behaviour and service and lifestyle preferences.
Activity Based Costing (ABC) is the technique used to calculate the true cost of delivering a service via different delivery channels by analysing the activities that are involved in service delivery. Using business improvement methods with the ABC data can also help identify how activities can be made more productive and improve the customer experience.
This report uses Council Tax payments and Library Services as examples to illustrate the application of Customer Profiling and ABC.
Strategic Asset Management - Water Utilitiesjpfeliciano
Strategic Asset Management can play a role in utilities reform by taking a long-term, sustainable approach rather than short-term management. It requires analyzing all available data and information to create long-term plans that justify investments. Standardization can provide an integrated framework, while tools should support information, not be the focus. Starting simply by aligning objectives and criteria across levels can help implementation. Main benefits include improved sustainability, infrastructure integrity, and decision-making to address challenges like water scarcity.
Rob Dolan presents different purposes and applications for analytics within government. He provides case study examples of implementations and shares success stories. The webcast of this presentation is available here,
http://engage.vevent.com/rt/ibm~govanalytics
The document contains an agenda for a meeting hosted by Symantec on the 20th of September. The agenda includes items on introductions, CxO engagement, the PSN Programme update, directors' reports from various engagement areas, committee updates, and future PSNGB activity. It will conclude with any other business.
Public Sector and the Cloud: Doing more for less CGI
Cloud services bring the flexibility the public sector needs. For example, hosting a number of existing local and national applications in one place boosts cooperation between governmental organisations and provides a scalable platform for the future. http://bit.ly/sYe3at
Ann Treacy and MIke O'Connor talk about broadband and give advice to the incoming MInnesota Broadband Task Force on planning for broadband in the state from reliability to ubiquity to speed...
David Behan: The transition to a new health and care systemThe King's Fund
David Behan, CBE, Director General of Social Care, Local Government and Care Partnerships, Department of Health, discusses the opportunity for integration between local authorities and the NHS.
Advanced EC seminar on decentralisation and local governance
European Commission EuropeAid
2-5 July 2012, Brussels
The seminar reviewed the country context and the evolving international development framework and considered how to manage the political dimensions of decentralisation. It also looked at using decentralisation as a trigger to foster better development outcomes and governance and what all this means for future EU engagement in decentralisation and local governance. Jean Bossuyt, ECDPM, was the lead facilitator of this meeting. Alisa Herrero, ECDPM, was also one of the experts facilitating this seminar.
Advanced EC seminar on decentralisation and local governance
European Commission EuropeAid
2-5 July 2012, Brussels
The seminar reviewed the country context and the evolving international development framework and considered how to manage the political dimensions of decentralisation. It also looked at using decentralisation as a trigger to foster better development outcomes and governance and what all this means for future EU engagement in decentralisation and local governance. Jean Bossuyt, ECDPM, was the lead facilitator of this meeting. Alisa Herrero, ECDPM, was also one of the experts facilitating this seminar.
The document discusses CRM in the government context. It explains that CRM for government aims to engage "customers" like citizens, businesses, and other groups in a more focused way on social and performance aspects, rather than just marketing and financial aspects. It also describes some implementation practices for CRM in governments, including the breadth of services offered and depth of integration. Finally, it outlines some main operational difficulties in government CRM implementations and lessons learned, such as the need for leadership, customer access strategies, and addressing technological and business process requirements.
The objective of this project is to utilise ICT to assist local government in South Africa with improving its service delivery. A key component of this system is an e-procurement solution aimed at reducing corruption in South Africa.
Net-Enabled Test Environment: a Federated Approach to Establishing an Inter-a...Wen Zhu
The document discusses an approach to improving information sharing for Next Generation air transportation systems (NextGen). It outlines challenges with current information sharing, and proposes a semantic service-oriented architecture approach using ontologies, web services, and a federated infrastructure. This would include developing shared understandings through domain ontologies, a technical capabilities stack to enable discovery and access, and an interagency test environment to demonstrate and validate the approach. The goal is to specify services that can drive acquisition of interoperable systems to support information exchange.
The National Health Service (NHS) in the UK deployed QlikView BI to standardize reporting across 38 separate Trust organizations and identify over €42 million in procurement savings over 2 years. QlikView allowed NHS to automatically consolidate financial and purchasing data from different systems into easy-to-understand reports and dashboards. Training on QlikView took only 2 hours due to its simplicity, and users regularly accessed the tool to improve procurement processes and decision making.
The Donegal Integrated Service Delivery Project aimed to deliver seamless, quality public services through integrated service delivery and a choice of access channels. The project developed public service centers that co-located agencies to provide a single point of access for customers. Research found current deficiencies in data sharing and systems integration between agencies that caused duplication of effort. The project has progressed from co-locating agencies to better coordinating services and is working towards fully integrating services around customer needs. Success requires continued focus on the customer experience, interagency collaboration, and a supporting national framework.
Modernization of Settlement:Definitions and VisionOntario Ministry of Citizenship and ImmigrationModernizing Settlement -Working in CIC's New Outcomes and Streams Approach 2009November 24, 2009Katherine HewsonAssistant Deputy MinisterCitizenship and Immigration Division
Empower Local Authorities towards an inclusive Digital Local Agenda DAElocal_IT
The document discusses the CEMSDI project which aims to empower local authorities through digital inclusion and a Digital Local Agenda (DLA). The DLA is a process, policy, and monitoring tool to implement eGovernment strategies. Pilots are running in 5 countries to test the DLA approach through capacity building workshops. The workshops target elected representatives, directors, and civil servants to modernize public services and reduce the digital divide. The Italian pilot identified 8 regions for training and the program includes two levels of attendees. The training covers document management, cooperation, and communication to support the DLA planning and implementation.
Payment by results (PbR) is an outcomes-based commissioning model where providers are paid based on achieving agreed upon outcomes rather than just delivering services or outputs. PbR aims to incentivize providers to focus on what works by only paying for results like reduced reoffending or smoking cessation. While intended to improve value for money and outcomes for users, PbR also raises issues for voluntary organizations about defining and measuring results, having the capacity for PbR contracts, and managing cash flow and risk with payment contingent on outcomes. The evidence on PbR's effectiveness is limited and the debate around it is polarized.
Collaborating on Technology Service Delivery Summary report finalSabina Visser
This report summarizes a project that evaluated opportunities for Alberta municipalities to collaborate on technology service delivery. 37 representatives from 29 municipalities participated.
The project identified a range of current collaboration among municipalities, from simply sharing tools to fully sharing applications. While template and document sharing was widely agreed upon, municipalities were less inclined toward full application sharing currently.
Six key opportunity areas for collaboration were identified: replacement of recreation management systems, electronic council systems, financial systems, asset management systems, permitting systems, and disaster recovery space issues.
The report provides recommendations to further collaboration, including engaging additional business areas, exploring various collaboration models, using provided governance tools, continuing procurement document sharing, and MISA playing a leadership role in knowledge sharing
This document provides information about a three-day training on grants management to be held August 16-18, 2010 in Arlington, VA. The training will cover understanding grant administrative requirements, cost principles and allowability for grants, and audit requirements for grants. Attendees can earn up to 18 continuing education credits. The training will help participants effectively manage the grants process at their organizations.
This document discusses using open data to enhance natural capital. It acknowledges contributors to the discussion and notes the presentation will be available online. The overview previews topics on open data definitions, current state, community wellness, natural capital, and moving forward. Open data is defined as content or data anyone can freely use, reuse, and redistribute subject to attribution and/or sharing requirements. Current global, national, and provincial open data initiatives are highlighted. The value proposition of open data for community analytics and improvements through data reuse applications is presented.
Advanced EC seminar on decentralisation and local governance
European Commission EuropeAid
2-5 July 2012, Brussels
The seminar reviewed the country context and the evolving international development framework and considered how to manage the political dimensions of decentralisation. It also looked at using decentralisation as a trigger to foster better development outcomes and governance and what all this means for future EU engagement in decentralisation and local governance. Jean Bossuyt, ECDPM, was the lead facilitator of this meeting. Alisa Herrero, ECDPM, was also one of the experts facilitating this seminar.
This document discusses evaluating the social and economic impact of accessible technologies in public libraries. It outlines key questions around current approaches to evaluating public library impact and how they are applied. It also discusses potential outcomes such as examples of evaluations that have demonstrated social and economic value of e-inclusion in public libraries and future trends in evaluating public services. The document then discusses different approaches to measuring return-on-investment for public libraries through evaluating costs, outputs, and outcomes.
This document provides a review and evaluation of Reassurance Plus (R+), Blackpool's neighbourhood improvement initiative. The summary is:
1) R+ has improved some service outcomes by coordinating agencies to resolve local issues, but lacks key ingredients for success including commitment from all services, effective neighbourhood governance, community participation, and service performance data.
2) For R+ to be truly effective it needs to move beyond short-term fixes and play a key role in long-term neighbourhood planning and regeneration to attract investment and sustainable communities.
3) The report makes recommendations to strengthen R+'s operations, governance, data, placemaking efforts, business support, and role in neighbourhood planning.
The document describes a partnership called GéoBretagne that aims to share territorial knowledge and data between organizations to help with public decision making. The partnership values pooling and sharing data openly by default, local control through a modular and interoperable platform, and requiring metadata from data producers. The data ecosystem diagram shows flows between public authorities, communities, and other groups using the partnership's data services platform. Charts show growing usage of the platform over time as new services and data are added.
The document describes Kobo Toolbox, an open-source and free digital data collection system for humanitarian organizations. It allows for designing online or offline forms, collecting data using Android devices, and aggregating, analyzing and mapping the data. Key features include advanced form building, integrated data validation, offline data synchronization, and rapid indicator mapping to visualize survey results geographically. The goal is to facilitate faster, higher quality and more cost-effective data collection in challenging environments like conflict zones.
Best practice in Direct Payments supportRich Watts
Via the excellent Think Local, Act Personal - and written by Sam Bennett and Simon Stockton -- Best Practice in Direct Payment Support: A guide for commissioners was originally funded by the London Joint Improvement Partnership and describes how to commission really good direct payments support by showcasing examples of innovative practice. It provides a practical toolkit to benchmark against best practice, identify gaps and build a shared view with local people and providers of how to develop the support needed to make DPs an attractive option for more people. The revised version includes new pointers on safeguarding and increased emphasis on the wide variety of ways DPs can be used beyond securing personal assistants, including to access mainstream services and create microenterprises.
Knowledge Ecology and Comms for the Knowledge HubIngrid Koehler
The document discusses knowledge ecology and the use of social media and open data to create a more social and inclusive experience for sharing knowledge. It addresses challenges during a time of organizational changes and opportunities to use new tools like Yammer and Twitter to change knowledge sharing behaviors both inside and outside the organization.
This document provides tips for building an online professional profile and presence. It recommends using LinkedIn to showcase work history and skills to recruiters and potential clients. Other tips include ensuring social media profiles project the desired image, using blogs to showcase talents, using Twitter to share useful information and stay visible in one's field, and linking all online profiles together. Time spent should be little but often to maintain an online presence.
Advanced EC seminar on decentralisation and local governance
European Commission EuropeAid
2-5 July 2012, Brussels
The seminar reviewed the country context and the evolving international development framework and considered how to manage the political dimensions of decentralisation. It also looked at using decentralisation as a trigger to foster better development outcomes and governance and what all this means for future EU engagement in decentralisation and local governance. Jean Bossuyt, ECDPM, was the lead facilitator of this meeting. Alisa Herrero, ECDPM, was also one of the experts facilitating this seminar.
Advanced EC seminar on decentralisation and local governance
European Commission EuropeAid
2-5 July 2012, Brussels
The seminar reviewed the country context and the evolving international development framework and considered how to manage the political dimensions of decentralisation. It also looked at using decentralisation as a trigger to foster better development outcomes and governance and what all this means for future EU engagement in decentralisation and local governance. Jean Bossuyt, ECDPM, was the lead facilitator of this meeting. Alisa Herrero, ECDPM, was also one of the experts facilitating this seminar.
The document discusses CRM in the government context. It explains that CRM for government aims to engage "customers" like citizens, businesses, and other groups in a more focused way on social and performance aspects, rather than just marketing and financial aspects. It also describes some implementation practices for CRM in governments, including the breadth of services offered and depth of integration. Finally, it outlines some main operational difficulties in government CRM implementations and lessons learned, such as the need for leadership, customer access strategies, and addressing technological and business process requirements.
The objective of this project is to utilise ICT to assist local government in South Africa with improving its service delivery. A key component of this system is an e-procurement solution aimed at reducing corruption in South Africa.
Net-Enabled Test Environment: a Federated Approach to Establishing an Inter-a...Wen Zhu
The document discusses an approach to improving information sharing for Next Generation air transportation systems (NextGen). It outlines challenges with current information sharing, and proposes a semantic service-oriented architecture approach using ontologies, web services, and a federated infrastructure. This would include developing shared understandings through domain ontologies, a technical capabilities stack to enable discovery and access, and an interagency test environment to demonstrate and validate the approach. The goal is to specify services that can drive acquisition of interoperable systems to support information exchange.
The National Health Service (NHS) in the UK deployed QlikView BI to standardize reporting across 38 separate Trust organizations and identify over €42 million in procurement savings over 2 years. QlikView allowed NHS to automatically consolidate financial and purchasing data from different systems into easy-to-understand reports and dashboards. Training on QlikView took only 2 hours due to its simplicity, and users regularly accessed the tool to improve procurement processes and decision making.
The Donegal Integrated Service Delivery Project aimed to deliver seamless, quality public services through integrated service delivery and a choice of access channels. The project developed public service centers that co-located agencies to provide a single point of access for customers. Research found current deficiencies in data sharing and systems integration between agencies that caused duplication of effort. The project has progressed from co-locating agencies to better coordinating services and is working towards fully integrating services around customer needs. Success requires continued focus on the customer experience, interagency collaboration, and a supporting national framework.
Modernization of Settlement:Definitions and VisionOntario Ministry of Citizenship and ImmigrationModernizing Settlement -Working in CIC's New Outcomes and Streams Approach 2009November 24, 2009Katherine HewsonAssistant Deputy MinisterCitizenship and Immigration Division
Empower Local Authorities towards an inclusive Digital Local Agenda DAElocal_IT
The document discusses the CEMSDI project which aims to empower local authorities through digital inclusion and a Digital Local Agenda (DLA). The DLA is a process, policy, and monitoring tool to implement eGovernment strategies. Pilots are running in 5 countries to test the DLA approach through capacity building workshops. The workshops target elected representatives, directors, and civil servants to modernize public services and reduce the digital divide. The Italian pilot identified 8 regions for training and the program includes two levels of attendees. The training covers document management, cooperation, and communication to support the DLA planning and implementation.
Payment by results (PbR) is an outcomes-based commissioning model where providers are paid based on achieving agreed upon outcomes rather than just delivering services or outputs. PbR aims to incentivize providers to focus on what works by only paying for results like reduced reoffending or smoking cessation. While intended to improve value for money and outcomes for users, PbR also raises issues for voluntary organizations about defining and measuring results, having the capacity for PbR contracts, and managing cash flow and risk with payment contingent on outcomes. The evidence on PbR's effectiveness is limited and the debate around it is polarized.
Collaborating on Technology Service Delivery Summary report finalSabina Visser
This report summarizes a project that evaluated opportunities for Alberta municipalities to collaborate on technology service delivery. 37 representatives from 29 municipalities participated.
The project identified a range of current collaboration among municipalities, from simply sharing tools to fully sharing applications. While template and document sharing was widely agreed upon, municipalities were less inclined toward full application sharing currently.
Six key opportunity areas for collaboration were identified: replacement of recreation management systems, electronic council systems, financial systems, asset management systems, permitting systems, and disaster recovery space issues.
The report provides recommendations to further collaboration, including engaging additional business areas, exploring various collaboration models, using provided governance tools, continuing procurement document sharing, and MISA playing a leadership role in knowledge sharing
This document provides information about a three-day training on grants management to be held August 16-18, 2010 in Arlington, VA. The training will cover understanding grant administrative requirements, cost principles and allowability for grants, and audit requirements for grants. Attendees can earn up to 18 continuing education credits. The training will help participants effectively manage the grants process at their organizations.
This document discusses using open data to enhance natural capital. It acknowledges contributors to the discussion and notes the presentation will be available online. The overview previews topics on open data definitions, current state, community wellness, natural capital, and moving forward. Open data is defined as content or data anyone can freely use, reuse, and redistribute subject to attribution and/or sharing requirements. Current global, national, and provincial open data initiatives are highlighted. The value proposition of open data for community analytics and improvements through data reuse applications is presented.
Advanced EC seminar on decentralisation and local governance
European Commission EuropeAid
2-5 July 2012, Brussels
The seminar reviewed the country context and the evolving international development framework and considered how to manage the political dimensions of decentralisation. It also looked at using decentralisation as a trigger to foster better development outcomes and governance and what all this means for future EU engagement in decentralisation and local governance. Jean Bossuyt, ECDPM, was the lead facilitator of this meeting. Alisa Herrero, ECDPM, was also one of the experts facilitating this seminar.
This document discusses evaluating the social and economic impact of accessible technologies in public libraries. It outlines key questions around current approaches to evaluating public library impact and how they are applied. It also discusses potential outcomes such as examples of evaluations that have demonstrated social and economic value of e-inclusion in public libraries and future trends in evaluating public services. The document then discusses different approaches to measuring return-on-investment for public libraries through evaluating costs, outputs, and outcomes.
This document provides a review and evaluation of Reassurance Plus (R+), Blackpool's neighbourhood improvement initiative. The summary is:
1) R+ has improved some service outcomes by coordinating agencies to resolve local issues, but lacks key ingredients for success including commitment from all services, effective neighbourhood governance, community participation, and service performance data.
2) For R+ to be truly effective it needs to move beyond short-term fixes and play a key role in long-term neighbourhood planning and regeneration to attract investment and sustainable communities.
3) The report makes recommendations to strengthen R+'s operations, governance, data, placemaking efforts, business support, and role in neighbourhood planning.
The document describes a partnership called GéoBretagne that aims to share territorial knowledge and data between organizations to help with public decision making. The partnership values pooling and sharing data openly by default, local control through a modular and interoperable platform, and requiring metadata from data producers. The data ecosystem diagram shows flows between public authorities, communities, and other groups using the partnership's data services platform. Charts show growing usage of the platform over time as new services and data are added.
The document describes Kobo Toolbox, an open-source and free digital data collection system for humanitarian organizations. It allows for designing online or offline forms, collecting data using Android devices, and aggregating, analyzing and mapping the data. Key features include advanced form building, integrated data validation, offline data synchronization, and rapid indicator mapping to visualize survey results geographically. The goal is to facilitate faster, higher quality and more cost-effective data collection in challenging environments like conflict zones.
Best practice in Direct Payments supportRich Watts
Via the excellent Think Local, Act Personal - and written by Sam Bennett and Simon Stockton -- Best Practice in Direct Payment Support: A guide for commissioners was originally funded by the London Joint Improvement Partnership and describes how to commission really good direct payments support by showcasing examples of innovative practice. It provides a practical toolkit to benchmark against best practice, identify gaps and build a shared view with local people and providers of how to develop the support needed to make DPs an attractive option for more people. The revised version includes new pointers on safeguarding and increased emphasis on the wide variety of ways DPs can be used beyond securing personal assistants, including to access mainstream services and create microenterprises.
Knowledge Ecology and Comms for the Knowledge HubIngrid Koehler
The document discusses knowledge ecology and the use of social media and open data to create a more social and inclusive experience for sharing knowledge. It addresses challenges during a time of organizational changes and opportunities to use new tools like Yammer and Twitter to change knowledge sharing behaviors both inside and outside the organization.
This document provides tips for building an online professional profile and presence. It recommends using LinkedIn to showcase work history and skills to recruiters and potential clients. Other tips include ensuring social media profiles project the desired image, using blogs to showcase talents, using Twitter to share useful information and stay visible in one's field, and linking all online profiles together. Time spent should be little but often to maintain an online presence.
This document summarizes a conference workshop about knowledge sharing. It discusses how knowledge hubs can facilitate sharing through communities of practice with over 80,000 members and 75,000 monthly visits. The workshop highlighted examples of collaborative learning through social media like Twitter chats and Local-pedia wikis. It emphasized capturing learning from conferences and distributing guidance through online channels to more broadly disseminate information.
This document summarizes a presentation about leveraging the Knowledge Hub and social media to improve knowledge sharing in local government. It discusses using these tools to create a more social and inclusive knowledge community, with more permeable boundaries. Social media can act as a catalyst by rewarding sharing and allowing anyone to be a thought leader. It can also serve as infrastructure to lower networking costs and make knowledge more shareable and findable. The presentation addresses challenges like staff cuts and reorganization, and opportunities to change policies, skills, and tools to better support knowledge sharing both inside and outside the organization.
This document discusses the development of a Knowledge Hub to facilitate sharing of knowledge across local governments in the UK. It provides examples of how social media and crowdsourcing have been used by local governments to engage residents and solve problems. The Knowledge Hub will provide an online platform and tools to allow governments in the sector to securely share information and learn from each other. A beta launch is planned for April with the goal of supporting collaboration and innovation across local governments.
This is the presentation given to the Centre for Research in Social Simulation (CRESS) at the University of Surrey which hosted a day of presentations on agent-based simulation models that have already led to or are close to leading to influencing decision makers in a range of application areas, including healthcare, consultancy and economics. The event builds on the previous meeting of the Simulation SIG that compared DES and SD, as well as a stream at the OR Society\'s 2010 Simulation Workshop, and a recent special issue of the Journal of Simulation.
There are only TWO substantial phases in a life of a digital service: either they are being built or they are being optimized. How to improve your UX with digital analytics?
Ict for monitoring & evaluation bromleySuperhighways
This document discusses how organizations can use information and communication technologies (ICT) to improve monitoring and evaluation. It provides an overview of ICT tools that can help collect, store, retrieve, and present monitoring data more efficiently. These include online surveys, websites, databases, spreadsheets, and tools for data analysis and presentation. The document also outlines steps for developing an ICT-enabled monitoring and evaluation system, such as assessing current practices, selecting appropriate tools, and creating an action plan with timelines and responsibilities. Overall, the aim is to show how ICT can make monitoring and evaluation more effective and demonstrate organizational impact.
CFOs and the Corporate Performance event presentation is now available for download!!
Don't miss out the chance to discover KMS Financial Dashboard and gain a 360 degree view of the profitability, risk and cash flow metrics of your organization. Get in touch with us and learn how to perform Dynamic Analysis, Simulation of Profits, Sensitivity Analysis and uncover key value drivers.
IBM presented on their advanced analytics platform architecture and decisions. The platform ingests streaming and batch data from various sources and filters the data for real-time, predictive, and descriptive analytics using tools like Hadoop and SPSS. It also performs identity resolution and feedback loops to improve predictive models. Mobility profiling and social network analysis were discussed as examples. Data engineering requirements like security, scalability, and support for structured and unstructured data were also outlined.
Aitp presentation ed holub - october 23 2010AITPHouston
This presentation from Gartner discusses 10 top IT infrastructure and operations trends for organizations to watch. The trends covered include virtualization, big data, energy efficiency, unified communications, staff retention, social networks, legacy migrations, compute density, cloud computing, and converged fabrics. For each trend, the presentation provides details on how the trend affects organizations and recommendations on how to prepare and respond. The overall message is that IT leaders need to be aware of these emerging trends and develop strategies to leverage and adapt to them.
This document provides an overview of e-services project planning and implementation essentials. It discusses key topics such as the definition of e-governance and e-services, requirements for successful e-services, and the major steps in the project lifecycle including strategic planning, analysis, and implementation. The strategic planning step involves defining objectives and priorities. Analysis includes requirements documentation, RFP preparation and evaluation. Implementation consists of system design, testing, training, and post-implementation monitoring. Key terminologies like SLA, QoS, and use cases are also defined.
The document outlines plans to focus the council's research and analysis expertise on priority needs and strategic objectives. It proposes establishing an Insight Hub to provide staff self-service resources and tools to use data and insights independently. It also recognizes the need for specialist expertise to produce analysis supporting key priorities like understanding resident behaviors, service demand drivers, risks to residents, and economic growth opportunities. The hub would coordinate research activities across the council to ensure evidence-based decision making.
How to build an E-procurement Machine - Concept to-controlCoupa Software
Berkshire Bank implemented an e-procurement system from Coupa to gain greater control over spending and drive savings. The cloud-based system allowed for a rapid implementation across 41 branches. User adoption was increased through training, championing change, and making the system easier to use than alternatives. This provided real-time visibility into 100% of indirect spending. The bank can now more easily manage vendors, contracts, and policies. They expect to save 5-20% on managed spending and reduce purchasing operating costs by automating processes.
This document discusses utility on-bill repayment programs in California. It provides background on California's focus on financing energy efficiency incentives to meet aggressive goals. It reviews the policy and implementation issues California considered for its on-bill programs, including eligible sectors, measures, sources of funds, instruments, underwriting criteria and data collection. It describes California's pilot programs and the statewide "hub" used to coordinate financing activities. Key implementation challenges involved credit enhancements, data privacy, IT systems and balancing utility requirements with private capital needs.
The document summarizes the results of a 2018 survey of the NSW Government Data Champions Network and outlines plans for the Network in 2019. It provides the following key points:
- Over 60% of respondents would like to interact with the Network through workshops and online channels. Respondents want future meetings to focus on problem-solving for specific data topics and allow open discussions.
- 88% of respondents want to continue working on data governance in 2019, with topics like governance, quality, and metadata management suggested.
- The Data.NSW delivery roadmap outlines plans to improve data sharing, analytics, access controls, and open data through 2020 based on user feedback.
- Upcoming meetings and initiatives include
Case Study Delivering Major Public Sector Change Managing The Portfolio Reali...BPUG Congress
Interested in presentations like this? Attend the next BPUGcongress event in London. www.bpugcongress.com/
Research shows that many organisations struggle to manage their projects effectively, prioritize investment funds appropriately, and demonstrate a return on investment, in terms of strategic contribution or financial return. What’s the answer? Project Portfolio Management (PPM) is being touted as the next big thing, but the benefits are not automatic.
Stephen Jenner designed, implemented and operated the Criminal Justice System IT approach to Portfolio & Benefits Management in the UK. In this presentation he outlined the key issues to address if we are to maximize our chances of success, illustrated by examples from practical experience and research.
Introduction to Triton Webcast Metrics for NPR Member Stations - 3/8/12Eric Athas
Please join NPR Digital Services for an overview and Q&A about the latest addition to our suite of offerings, Triton Digital’s Webcast Metrics.
This service will provide your station with real-time, accurate, meaningful on-demand data on stream listeners, presented in terms of both traditional radio metrics (CUME & AQH) as well as industry standard streaming analytics (AAS and ATSL). Webcast Metrics will provide you with greater insight into you digital audience's behaviors and can be used to provide underwriting teams and agencies of all sizes with credible real-time online audience measurement data.
BrixPoint SharePoint Experts: Compliance for Banking and Capital Markets in ...BrixPoint
This document discusses challenges facing financial institutions including demands for more complex technology from consumers, loss of customer loyalty, and cost and margin pressures. It proposes addressing these challenges by taking advantage of mobility, social media, cloud computing and analytics to improve customer acquisition and retention, optimize costs and operations, and better manage risks and business performance. Specific benefits mentioned include reducing costs, improving productivity, gaining insights from data, and enhancing compliance, risk management and customer service.
The document summarizes the comprehensive enterprise reporting efforts at STIB-MIVB, the regional public transportation organization for Brussels. It outlines the vision and roadmap to establish a BI competence center, including establishing standards and procedures, defining KPIs and reports, and clarifying roles. It describes progress made in stabilizing systems, implementing quality processes, and providing reporting for key business units like operations, HR, and transportation data. Future challenges include further master data harmonization, maintaining quality disciplines, strong sponsorship, and fully integrating BI reporting across the enterprise.
Social Models and Innovation EcosystemsPeter Coffee
Keynote presentation to MIT's conference, "Democratizing Innovation," 23 February 2013 -- by Peter Coffee, VP & Head of Platform Research, salesforce.com inc.
Telecommunications service providers in the US can leverage advanced analytics to improve customer retention and average revenue per user, and offer more relevant products and services.
The document describes kSuite, a user analytics platform. It provides the most powerful app analytics through user-centric data and domain expertise. kSuite helps customers understand their customer economics by tracking key metrics like customer acquisition cost, lifetime value, and retention rates. It offers a more powerful and accessible solution than building analytics in-house, using web analytics, working with networks, or relying on startups. kSuite provides a data science-backed dashboard and data exploration tool to empower organizations with accessible and actionable user data. It helps customers succeed through an investment in their roadmap and customer support.
The real life tales of a CRM initiative - Jane Deal & Germaine FaulknerCFG
The RNIB has embarked on a Customer Relationship Management (CRM) programme to improve its customer experience and relationships. The programme aims to consolidate multiple customer databases, improve service focus, and reduce inefficiencies. It will be implemented over three years using Gartner's 8 building blocks for CRM as a framework. This includes developing a customer-focused vision and strategy, improving organizational collaboration, standardizing processes, managing customer data and insights, integrating new technology, and establishing metrics to measure outcomes. Several challenges have been encountered so far including changing organizational culture, data quality issues, and balancing project work with daily operations.
Similar to George Garlick, Transparency and Productivity (20)
The real life tales of a CRM initiative - Jane Deal & Germaine Faulkner
George Garlick, Transparency and Productivity
1. KNOWLEDGE HUB: CONNECT, COLLABORATE,
LEARN AND INNOVATE CONFERENCE:
1st March 2011
Transparency, Data and Productivity
George Garlick: Chief Executive
Durham
www.local.gov.uk/inform
2. 1. Transparency: The Immediate Task
For Local Government
Commitment to:
• January publication of:
– £500+ spend data (all but 1 councils have or will shortly
publish)
– Senior salaries (most councils have published)
– Contracts over £500 ((just getting to grips with this one)
• Initially, injunction don’t let best be enemy of the good but
subsequent shift to wanting ‘machine readable’ format (ref.
Government Transparency Guidelines).
• Underscored by (Central) Government Public Data Principles.
3. 2. The Immediate Task For Local Government
Is this proving difficult:
• Practicalities vary depending on systems, but achievable
• Issues around:
– Achieving comparability and consistent data quality: e.g. potential for using
CIPFA categories for spend data.
– Helping others make sense of the information
– Ensuring security of personal data and certain types of confidential data;
– Fraud protection: conflicting views and still to be resolved
– Pragmatic details for example who is named in publishing salaries and
related data.
• Practitioner help available from the Local Government Group:
http://lgtransparency.readandcomment.com
• Also a Local Open Data community of practice
4. 3. So is this the end of that story?
No:
• There well be a legislative basis to the local transparency
agenda with extensions to Freedom of Information and
Environmental Information Regulations; and
• A current consultation on a ‘Code of ‘Recommended’
Practice under Section 2(11) of the Local Government, Land
and Planning Act 1980 ref publication of information by
local authorities about the discharge of their functions and
other matters – a significant extension to the range of data
and information to be open and public, includes
performance.
5. 4. Where is this headed?
Underlying this:
• A different form of accountability: less top down and target
driven.
• More about direct accountability to citizens with armchair
auditors as catalysts.
• Driven initially by concern to reduce spend and encourage
challenge through scrutiny and question, but….
6. 5. Where is this headed?
Scope for:
• Developing the accountability agenda: opening up
performance and helping local politicians tell the local story;
•Using data and information to support participatory as well as
elective democracy – e.g. involving people in decisions about
where and what to cut as budgets are reduced (e.g. the London
Borough of Redbridge experience).
•Using information as an enabler for Big Society: the process of
shifting the balance between state / citizen and unlocking
creativity: helping people do it for themselves.
7. 6. But some challenges in doing this…
• Shifting mindsets and culture away from accepted notions of
confidentiality and the use of statistics, whilst recognising the
role for example of:
– Data standards, e.g. for comparability purposes; yet
– Creating space for ‘mashups’ and experimentation.
• Fostering innovation at a time of austerity: e.g. generating the
market for ‘applications’ – not just an developer activity: this
should inform public service behaviour, e.g. real time
provision of service information and citizen engagement /
feedback;
8. 7. Productivity: the Other Side of the Challenge
Local government is experiencing substantial cuts which
challenges us to re-assess how local government and local public
services manage and report on performance, and at the same
time, do so transparently.
The Productivity agenda is supporting this through sector led
development of systematic approaches to assess productivity
and unit cost to give timely, robust, and comparable data to:
• Inform service performance and corporate overheads, support self
assessment, drive savings and improve efficiency;
• Offer a means to support challenge, e.g. from elected members; and
• Contribute to benchmarking, and help stimulate public scrutiny, e.g. by
offering quicker and user friendly citizen access to data, recognising that
transparency is more than publishing spend data but a shift to greater and
more open accountability to citizens and customers.
9. 8. Productivity: What Are We Delivering?
• Through the Local Government Group, we will offer a free of charge place
for councils to lodge data providing:
– Access to tools to systematically examine productivity and cost
– Easy access to demographic and socio-economic data
– On-line means to share experience
– Access to analytical expertise
• A facility to share and compare key data:
– Efficiency and productivity metrics
– Citizen satisfaction
– Outcome and achievement measures
• Help in offering citizens meaningful access to performance data.
• Use the Knowledge Hub as a platform.
10. 9. How Will This Work?
• Voluntary;
• A service to and for councils (not re-creating the previous centralized
system);
• Potential for council cost savings by reducing overheads in managing
data, but doesn’t stop councils using consultants if they wish.
• Currently working in in depth with a number of councils and aim to
launch the first stage in Spring of this year in what we see as a 2 – 3 year
project.
• If you want to know more contact: juliet.whitworth@local,gov.uk
11. 10. The Model: An Aid to Decision Making
Example of user path from headline metrics down to analysis
Data Insight
Insight Action
1 2 3 4
Monitor chosen Understand in Explore productivity Take action to
metrics context drivers improve
• “How am I performing” “How do I compare?” “How can I identify “What actions should
where to make I take?”
improvements?”
• Council leader or • Then click problem • Then explore • Use insight to
service leader area to see drivers of improve decision
selects summary progress over time performance by making and help
metrics they want to and comparison to combining metrics take action
monitor other councils
Question to explore
My metric over time, £’000 Driver A
Case Study
Driver B
My council versus
Driver C
Peers, £’000
10
5
0
Driver D Driver E Driver F
12. 11. The tool will continue to develop over time using Local Government
Group platform as the basis
Launch targets Spring 2012
Spring 2011
– Core, comparable metrics for – Further outcomes metrics
• Metrics and council and services available available for all service lines
data – National demographic and –New user satisfaction data
contextual data available available
– Further demographic / other data
functions available
– Best-practice and case study – Real-time data available
• Functionality ‘wikis’ start to be available where possible
and tools – Basic citizen feedback function – e-improvement network with
in place knowledge base
– Basic analysis capability – More sophisticated analytic tools
offered
– Raw data available for 3rd party
– Public facing dashboards available
• Transparency analysis
for use in council websites
and activity – Sufficient ‘mass of councils
– Substantial number of councils
participating
taking part
13. 12. Conclusions
• Transparency and productivity are an unfolding story
requiring a shift in culture within the public sector.
• But, we must make it work for citizens.
• Potential to be driver for innovation in public services.
• Remembering the Martha Lane-Fox point about digital being
a 21st century element to literacy: we mustn’t forget the 10%
who aren’t connected and find ways to draw them in.