Transcript CRM Programme - a presentation

The National CRM Programme
The LGOL National CRM Programme
Presentation to Q and P Scrutiny Committee 24th November 2003
Mike Willetts
Salford @dvance
The National CRM Programme
Programme Aim…
To enable Councils to exploit CRM in order
to transform Customer Service, by providing
a comprehensive toolkit and services
by mid 2004
The National CRM Programme
Context..

Part of National e-Government Projects Programme

Enhances Pathfinder products

Salford invited to join by ODPM

Partner with MBS
The National CRM Programme
Perceptions…

Belief that CRM is all
about technology
 Lack of a comprehensive
Business Case

Confusion over meaning –
CRM means different
things to different people
 Perceived as High Risk – pundits
warn of high failure rates

Confusion about the way
in which CRM integrates
with other elements of eGov
 Lack of a Body of Knowledge
that could guide Local Authority
decision makers
The National CRM Programme
The Need…

To demystify, clarify and explain the opportunities,
options and implications of CRM as Change Enabler,
within context of e-government agenda

To help council managers make appropriate
decisions

To prove and demonstrate the benefits based on
sound, appropriate business case

To provide Advice, Knowledge Base, Tools and
Support for Self – Assessment,Capacity Building and
implementation
The National CRM Programme
Governance and Partners…
• ODPM / OeE
• London Borough of Tower Hamlets (Lead)
• Salford
• Brent
• Newham
• Knowsley
• Hull
• Plus Proof of Concept Councils
The National CRM Programme
Programme Components …
• Baseline SCAN
• Business Case Development and Roadmap
• CRM Standards and Technical Specifications
• Proof of Concept Testing
• Integration and adapters
• CRM Business Framework
• Suppliers Forum
• Dissemination and Deployment Programme AND…
• CRM Academy for change management support
The National CRM Programme
National CRM Academy…

Tools, Methods and Support for Organisational transformation

Self – Assessment Maturity Tools covering Customer Service
and Change Management

Training Portfolio, e-Learning, workshops and forums

BPR Toolkit

Knowledge Base AND..

Business Model for sustainable
Academy Entity
FREE practical help
The National CRM Programme
Dissemination Programme..

Nationally driven campaign

Aim for swift and effective dissemination for
early access and maximum take-up

Emphasis on community building/sharing
The National CRM Programme
Where are we now?

Products well developed in conjunction with
Manchester Business School - due for completion Jan 04

Training Content in development and courses due Dec 03

Business Model for Academy in development in
conjunction with Audit Commission
The National CRM Programme
Benefits to Salford..



National (and International) recognition
Substantial Grant (£1/2m)
Use of Products developed
The National CRM Programme
END…