Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

20140116 Tim Willoughby and James Fogarty FOSS in Local Government

643 views

Published on

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

Published in: Technology
  • Be the first to comment

  • Be the first to like this

20140116 Tim Willoughby and James Fogarty FOSS in Local Government

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

×