Presentation to SugarCon - Using SugarCRM CE as a CRM to Manage Customers in the LGMA Household Charge Project

1. Tim Willoughby
CTO, LGMA
@timwillo
5/25/2012 ©2012 SugarCRM Inc. All rights reserved. 1

2. Local Government
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3. 5 Business Drivers
The World has to be • SaaS, IaaS, PaaS, Web 2.0 / 3.0, Peer to Peer
on the Cloud • Addressing and Adapting change and to change
• Instantaneous, Online Response from Inter-continental companies
The World is Flat • Digital Supply Chain across Global companies / across the globe
• Environmental Compliance
The world is green • Reduce your own and your companies Carbon Footprint
• Consumers and Workforce - always on - connected anywhere
The World is Mobile • Increased demand and expectation for services
The World of Low • Energy and Cost Efficient Computing and Data Centres
Cost ICT • Flatter Budgets require Efficiencies CAPX and OPEX
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4. Security is changing
 Security has to be appropriate
 Security has to be measured
 Can have things so secure that they are unusable.
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5. Open Source is forcing Change
With or Without the Owners / Shareholders
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7. So far ICT has not fundamentally
changed government
 1990s: lCT expected
to make government
more transparent,
efficient and user
oriented
 2005+: disillusion as
bureaucracy still in
existence
 Open Source will
Help?
Jane E. Fountain – Gov 1.0 – Just Replicating the Silos on the Internet
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8. Goverment dont always Understand What the
people Want?

9. What governments often Deliver
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10. Why have Government not done so well?
It is unfortunate that the first
3 letters of eGovernment
are…

11. Development
t
Creativity
Design
Innovation
How do we spot
trends?

13. The
Future
is has to be

14. The World is changing

15. Tweet: #SCON12

16. What has Open Source ever done for us?
Apart from Scale, Enterprise Applications, CRM, ERP, mail, Open
Standards, API’s,
GIS, Office, CMS, Workflow, … …
16
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17. Organisational
And CRM…..
View of Open
Source…
5/25/2012 ©2012 SugarCRM Inc. All rights reserved. 17

18. Open Source Journey so far…
 4 Open Source Workshops – across Government
Well represented
 Open Source Tender
40 Companies, Desktop, BackOffice, GIS, CMS, CRM, Doc Mgmt
 Open Source Team in LGCSB
Meath Alfresco
Cork / Wicklow Drupal
LGCSB LAMP, Sugar
Limerick Zarafa, LDAP
Galway Libre Office
Carlow Asterisk
Kildare GIS
Workshops Experience – Reduce Barriers
South Dublin Ushahidi, EverGreen, Drupal
FixYourStreets Usahaidi / Sugar
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19. Open Source.. a new form of common
sense?
 “Every social stratum has its own “common sense” and
its own “good sense,” which are basically the most
widespread conception of life and of men.
 Common sense is not something rigid and immobile, but
is continually transforming itself, enriching itself with
scientific ideas and with philosophical opinions which
have entered ordinary life...”
Antonio Gramsci. Selections from the Prison Notebooks (London:
Lawrence and Wishart, 1971), 326
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20. OSS Working Groups
 CMS
 CRM
 GIS
 Doc Mgmt
 Email
 Database
 Desktop / LTSP (Virtualisation)
 Telephony
 Open Standards
 Archive
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21. Why CRM
 Interactions with Citizens
 Manage unknown activity and Growth
 Reporting on Interactions
 Simple Interface
 Workflows
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22. Why Sugar
 Easy to use
 Easy to Install
 It’s a Platform
 Not just a CRM
 Information Management
 Customer Interaction – rather than Ticket
Management
 Out of the Box Flexibility to dynamic scalability.
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23. 8 Months ago….
 Met with Clint Oram…
 “You’ll have a challenge”
 “Timeline is tight”
 “Delighted to help…”
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5/25/2012 ©2012 SugarCRM Inc. All rights reserved. 23

24. Biggest Issues…
 Governance
 Timeline
 Resistance from the
Traditionalists..
 Fear of the Unknown
 Project Management Methodology
not used to Agile / Scrum – ( or will
never be used to it)
 SugarCRM still a “new” product in
Ireland
 Risk of not going with “mainstream”
CRM – Big Blue…
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5/25/2012 ©2012 SugarCRM Inc. All rights reserved. 24

25. So what was the problem...
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26. GOVERNMENT MUST CHANGE
ADAPT
THINK AND ACT
DIFFERENTLY
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5/25/2012 ©2012 SugarCRM Inc. All rights reserved. 26

27. SugarCRM - Counter Culture for Government?
 Platform rather than Government Preferences
Product • Product Driven – Silo
 Customisation approach
ability out of the • Use what we give you
box • Silo Source, Silo
 Wisdom of Crowds Customers
 Ongoing Betas
• Wisdom of the Centre
 Many devices
• Big Deliveries
• PC driven
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28. Decision Making
 Household Charge
Minister Delays
3 Months to build the CRM
Strong Opposition
Had existing ITIL Service Desk
ITIL Track Issues – needed to track people
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29. Or Wizards
Thanks to
SUGAR….
CRM is now
Mainstream
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30. Our SugarCRM in the Irish News
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31. More Sugar CRM in the Irish News
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32.  Started Jan 1st
 Over 280,000 Records since then
Advertising Campaigns
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33. Future of Sugar in LGMA
 Currently Interface with email, Paper and Phones –
 Next
Interface directly with PBX
Scanning Interface to remove Paper quicker
Social Media Interface - Twitter in / Out
Manage Campaigns, for Future Taxation
Contact Future Householders re Next Year Tax
Integrated Account for Householders
Online Interface directly to CRM
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5/25/2012 ©2012 SugarCRM Inc. All rights reserved. 33

34. Detail and Demo
 Rhoda Kerins
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35. Future
 Septic Tank Tax
500,000 txn
 Second Home Tax
300,000 txn
 FixYourStreet
Huge growth
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36. Quality of Service - can be viewed
from many perspectives
It was OK when it left Belfast!
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37. 5/25/2012 ©2012 SugarCRM Inc. All rights reserved. 37

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39. #SCON12
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