A PRAGMATIC APPROACH TO APPLICATION INTEGRATIONJohn Kos

Why am I here?

Show that Service Transformation can be:

Fast

Simple

Cost effective

Demonstrate with three case studies:

Halton 3 week cut to one hour disabled blue badge processing

Corby Contact centre revolution

Rochdale Transformed Street Scene, saved £1m in year one

Our business is Service Transformation

Mobile Benefits

Free Office Space

Reduce IT Costs

Cut Drive Time

ActivityRecording

Self Service

StopDualEntry

Cut VisitTimes

Increase Face Time

Process automation

+ MobileWorking

Our business is Service Transformation

Mobile Benefits

Free Office Space

Reduce IT Costs

Cut Drive Time

ActivityRecording

Self Service

StopDualEntry

Cut VisitTimes

Increase Face Time

AutomatingProcesses

+ MobileWorking

ROI in days and weeks not months and years

Transformation Opportunities

CRM Web TV DigitalPen

Smart Phone Tablet

Integration Hurdles

WasteContractor

Health

Multi-Agency

ServiceProviders

NHSRevenues

& Benefits

Housing Env Services

Social Services PlanningRevs &

BensEnv

Services Housing Social

carePlanning

awi – universal integration

WasteContractor

Health

Multi-Agency

ServiceProviders

NHS

awiSX Application Integration

Revenues &

BenefitsHousing Env

Services Social

Services PlanningRevs & Bens

EnvServices

Housing Social carePlanning

awi – transformation architecture

WasteContractor

Health

Multi-Agency

ServiceProviders

NHS

awiSX Application Integration

Revenues &

BenefitsHousing Env

Services Social

Services PlanningRevs & Bens

EnvServices

Housing Social carePlanning

awi – transformation architecture

WasteContractor

Health

Multi-Agency

ServiceProviders

NHS

awiSX Application Integration

awiMX mobile platform

Revenues &

BenefitsHousing Env

Services Social

Services PlanningRevs & Bens

EnvServices

Housing Social carePlanning

Halton BC – Blue badge issuing

NDL customer since October 2003

Improve & streamline service delivery

Generate efficiencies

OLM Carefirst for Social Services

In-house CRM

Halton BC – Blue badge issuing

Before Transformation

Up to 4,000 + badges per annum

Manual process

Skilled in CareFirst

40 minutes per badge data input

20 + days to process a badge

Halton BC – Blue badge issuing

After Transformation

Simple web interface to Carefirst

Unskilled Contact Centre staff

Quick - 10 mins. to create a badge

Time saving - 30 minute per badge

Free 2 full time employees

Equivalent to £420K over 7 years

“awiSX from NDL does exactly what it says on the tin: it allows integration where alternatives are too expensive or simply not

available... It truly is a universal business adaptor.”

Pat Oliver, Programme Manager – Business Transformation

Rochdale – Environmental Services

• Purchased NDL in September 2009• Transform Environmental Services• Strong Stewardship Ethic• Specialist Rugged devices using Windows• Integration with Civica Flare (APP) and Lagan CRM• Target £750k savings over 5 years

Rochdale Council

100 staff using the HTC Touch HD2 & awiMX

Direct allocation of call from CRM to devices

Direct creation of new reports from devices

Focussed on four services: Waste Services Street Scene (regenerating road and streets) Park / Green Area Management Enforcement, e.g. fly-tipping

Street Services – Screen Shots

Rochdale Council

Within the first year, Rochdale saved over £1 million

Estimated to save £4.9 million over 5 years

No reduction in headcount

Fuel costs 5% lower

Insurance provisions reduced by 8%

Accident repairs reduced by 8%

Tripping claims reduced by 40%

Significant impact on SLA’s

Corby BC – CRM Integration

Population 57,000

Single Walk In Centre

Invested in a feature-rich CRM system

Lacked API’s to 7 back office systems

Little development resource

As a result:

CRM used for call logging

Service staff used all 7 back office systems

Corby BC – CRM Integration

Customer since Summer 2010

Adopted a Cloud based CRM solution

Implemented NDL integration software

Gave responsibility for the project to Kelly Vine-Ali

Customer Service Advisor

Zero programming experience

Not even GCSE in IT

“At first I thought my manager was joking…. He wasn’t….. How could I possibly create an integration system… I know nothing about something of this scale.”

Corby BC – CRM Integration

The CRM has gone

Kelly has implemented 47 transaction types

Across all 7 back-office applications

Without the help of IT

Saving 90 seconds on every call

“NDL is a product that we have proven works, it is a fully functioning integration system that we designed and built to accommodate our needs. This is all done by a person who was not an IT geek, but knew more about our processes and procedures.”

Why am I here?

Show that Service Transformation can be:

Fast

Simple

Cost effective

Over 100 local authorities plus 30 NHS Trusts transforming services with NDL

24 documented case studies

NDL CRM Report 8th Edition

A PRAGMATIC APPROACH TO APPLICATION INTEGRATIONJohn Kos