Presented by: Perry Alexander PerryAlexander@insightbb.com
Service Transformation
transform how you provide services
2005 US Youth Soccer
adidas Workshop and
Coaches Convention
Salt Lake City, Utah
February 2005
1
Service Transformation
The world is leaving the industrial age of the
19th and 20th centuries where service was
delivered by hand from one person to
another. Service in the 21st century will be
delivered electronically.
In the industrial age, lighthouses showed the
way to harbor and were a symbol of safety.
Today, handheld GPS devices have replaced
them and even a common cell phone can
signal where one is better than any
lighthouse. Service Transformation in action.
Service Transformation is moving from the
manual delivery of services by soccer
organizations to using advanced electronic
media and enhanced communications.
Sapelo Island, GA
2
Service Transformation
Service Transformation
Transform how you provide services -dramatically improve customer satisfaction
while reducing cost.
Unlock the power of the Internet to
transform services and enhance your web
presence for state and local soccer offices
through the use of interactive, web
delivered forms, newsletters and programs
A whole new generation of “team or
groupware” programs from Microsoft,
Adobe and independent developers are
pushing the limits on what can be done to
provide better communications at a lower
cost, increase the speed and decrease the
cost of providing basic services such as
3
 coaching education
 tournament
administration
 field status information
 player & volunteer
management
 volunteer background
checks
 surveys
 calendar systems
 newsletters
 electronic fill in forms
 travel and tournaments,
 ODP management
Service Transformation
transform how you provide services
With the advent of the internet and
email, the tool box for reaching,
training, developing and informing
members has increased dramatically
New information, forms, materials
move for idea to design to immediate
availability using the web as the
distribution media.
New internet applications based on
new technologies are dramatically
expanding the power of systems to
deliver service to members.
Cape Blanco Oregon
4
Service Transformation
transform how you provide services
One of the most labor intensive functions of a
state or club office is answering questions and
providing telephone support. The more support
can be automated, the more costs can be
reduced.
The world wide web presents opportunities
provide support online 24/365 and reduce the
number of calls to the
This session will explore how the internet can be
exploited transform how services can be
provided to members through the use of player
and volunteer management software, online
calendars, enewsletters, electronic forms and
more.
5
Boston Light Mass.
Service Transformation
coaching education system
 Completely automate the
coaching clinic registration,
management and certificate
process.
 From course listing on the web to
online registration, automated
coaching education systems
transform how coaching education
can be offered.
 New software allows every step of
offering courses to automated and
enhanced.
Pigeon Point, CA
6
Service Transformation
coaching education system
easy-to-use admin control
panel provides the ability
to
• add new coaching course
(the system even
automatically updates the
online registration form
when you add a new course
or mark a course as full),
• track payments,
communicate with
registrants via email, and
"pass" coaches as they
complete their respective
courses and
• automatically sends out
certificates in easy to print
PDF format to coaches who
have passed a coaching
course.
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e-Coaching:
http://www.hammerhead.net/eco
aching/
Service Transformation
coaching education system
The system allows
posting and
viewing/editing
coaching clinics
and calendar
events:
 Add a New Coaching
Clinic to the Web Site
 View and/or Edit
Previously Posted
Coaching Clinics
 Add/Edit Other
Calendar Events
Sample Add A New
Coaching Clinic Form
8
http://www.hammerhead.net/ecoaching/
Service Transformation
coaching education system
The system allows
posting of coaching
courses directly to
the website and also
allows:
 Coaches to select to
register for the
course online
 Registration status
of the course,
number of slots
available, number
need to hold course
 Fully subscribed
course are
automatically
marked as full
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http://www.hammerhead.net/ecoaching/
System automatically
updates number of open
space available
Service Transformation
coaching education system
Administrative Features of the System
Coaching Clinic Registrations:
 Enter Paper Registrations Received into the Online Coaching Clinic System
 View Coaches Registered for All Coaching Clinics
 View Coaches Registered for a Particular Clinic
 Mark a Coaching Clinic
Registration(s) as
PAID
 Email Coaches
Registered for a
Particular Clinic


10
Print a List of Coaches
Registered for a Particular
Clinic (PDF)
Email a List of Coaches
Registered for a Particular
Clinic to the Clinic
Instructor
http://www.hammerhead.net/ecoaching/
Service Transformation
coaching education system
Coaching Clinic Certificates:
 Mark Coaching Clinic Participants as "Passed" / Email Certificates
 Lookup/Find a Coach, Resend their Coaching Certificate by Email
 Lookup/Find a Coach, Print their Coaching Certificate (PDF)
Hammerhead
Communications
1-800-511-1574
www.Hammerhead.net
Email:
info@Hammerhead.net
Cincinnati · Atlanta ·
Fullerton
11
http://www.hammerhead.net/ecoaching/
Service Transformation
tournament administration
 Tournaments have become a major
source of funding for many
organizations. You can transform
how you provide services for your
tournament by using one of the
automated tournament entry and
tracking systems.
 The system can be as simple as an
online registration system that
collects entry information and
accepts credit cards to a full
featured system that schedules
game, tracks fields and publishes
schedules and standings to your
website.
 The choice of system depends on
the complexity of the tournament
and the size of your budget
Presque Isle, PA
12
Service Transformation
tournament administration
This is an example of a
basic system that
provides support for
online registration and
payment and allows
basic reporting.
To create a schedule,
data can be exported to
software such as Excel
for manipulation and the
resultant schedules can
be imported for
publication to the web.
Online forms allow the collection
of all needed data from those
wishing to enter. The system can
automatically send email
confirmation.
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Service Transformation
tournament administration
Tournament systems allow for
the collections of entries,
payment of fees and
automated replies.
They can also provide tools to
manage the entries and
automate the management of
the tournament data.
Once an application is
entered, the tournament
organizers are able to pull a
variety of reports to allow
them to manage entries and
print reports
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Service Transformation
field status information system
 Each League, Club or Team within an
association can be assigned a password.
Once they have this information they
will be able to log into the Field Status
Admin Section of your web page.
 Clubs or leagues will the have the
opportunity to update their field
conditions by choosing their names from
a drop down menu and entering their
provided password.
 An additional comments box is included,
which allows posting an associated
message. The system displays the time
the last update was made. A weather
channel image can also be added to the
view field display which can provide your
members with even more weather
related information.
Point Judith, RI
15
Service Transformation
field status information system
Maps, League Standings and
other features can be linked to
the field information
You can easily provide up to date
field status information for
participants automatically via your
website.
Teams can quickly check field status
in inclimate weather to determine
field availability
This is a system mostly used by
Leagues/Clubs to report field status
in real-time
Local field weather conditions can be
displayed on the web for each field.
16
Service
e-Field Status System: http://hammerhead.net/eFieldStatus/
Transformation
player & volunteer management
 Player registration software has been
available for the past decade or more. The
software has evolved from simple database
applications that allowed the input of player
information to create rosters and other
simple reports.
 A new generation of more advanced
applications are hitting the market. The new
software systems are providing far more
features and introducing player and
volunteer management functionality.
 From online risk management to centralized
approval of transfers, adds, drops and other
functions, the new software helps eliminate
forms and manual approval and allows easy
enforcement of player and team rules.
 Online processing and centralized data
storage are eliminating paper and the
traditional delay of data submission to the
state office.
Stony Point, NY
17
Service Transformation
player & volunteer management
Internet Based Registration Systems
 Manage Pass And Roster Printing.
 For State Associations That Print Passes At State Office
 “Workflow” sends teams from club to state office.
 Approval and Print Queues -- Organizes and manages pass and
roster printing.
 Reduces turnaround time for the club.
 New Policies are always needed.
 The membership will always find creative ways to get around
existing policies.
 Creates the need for new and refined policies.
 Make sure your system can react quickly.
 Internet systems are centrally managed.
 Policies can be added/changed in one place.
 No need for conversions or upgrades by club personnel.
 Very fast turnaround time.
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Service Transformation
player & volunteer management
Internet Based Registration Systems

Benefits:
 Reduce State Office Workload Through New Efficiencies
 Enforce Registration Policies That Could Not Be Enforced Before.
 No More File Transfers
 Share Risk Management Workload
 Common Database





Shared By State And Clubs
Real time access by state office and clubs.
Supports multiple simultaneous users.
Clubs can not see each others data but state office is able to see all.
As players are registered, they are visible to the state office.
 Saves Time And Provides Real-time View Of Registration.
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Service Transformation
player & volunteer management
No More File Transfers
State Association
Database
Club
Registrar
CLUB A
State Office
CLUB B
State
Meeting
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http://www.leagueone.com
Service Transformation
player & volunteer management
Enforce Your Registration Policies






Support your registration policies.
Enforce your policies at the club level.
Withhold key documents until policies are met.
Allow new policies to be implemented quickly.
Support Multiple Registration (Primary, Secondary)
Handle Different Rules For Each Playing Division
 Select, Recreational, etc.
 Roster Size, Age Up Rules, etc.
 Prevent Duplicate Registrations Between Clubs
 Set Data Quality Standards
 Address, phone, email for coaches and players.
21
Service Transformation
player & volunteer management
Team must be approved before
player passes and rosters can be
printed. Team must pass state
association rules to be approved.
22
http://www.leagueone.com
Approval rules can be used to ensure
that clubs complete Volunteer
Disclosures and/or Background
checks before they can get player
passes and rosters.
Service Transformation
player & volunteer management
 Integrate Risk Management w/Registration
 Gives clubs tools to easily ensure that all disclosures
have been completed.
 Gives Risk Mgmt Officer tools to manage risk mgmt
problems.
 Saves $$$ for state office and clubs and improves
compliance.
 How
 Uses online volunteer disclosure forms.
 Links club coaches, asst coaches, etc. to disclosure
forms.
 Can prevent passes and roster printing until disclosures
are completed.
 Integration with your background check vendor to
prevent data entry.
23
Service Transformation
player & volunteer management
Complete view of a volunteer:
Jobs (coaching and administrative)
Certifications
Volunteer Disclosures
Background Checks
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http://www.leagueone.com
Service Transformation
player & volunteer management
Collect Volunteer
Disclosures
Online.
Rather than collect
paper forms, use
templates to allow
volunteers to input
their data online for
later processing.
LeagueOne Soccer
Registration
3000 Danville Blvd. Suite 224
Alamo, CA 94507 (888) 3808849
email:
sales@leagueone.com
25
http://www.leagueone.com
Service Transformation
Assign coaches to teams.
Track all of the relevant dates
(assignment, passes, drop, transfer, etc.)
for players and coaches.
http://www.leagueone.com
Easily see if the coach has
disclosures and/or
background checks on file
and when they expire.
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player & volunteer management
Enforce Policies At The Club Level
 Let the club catch problems early.
 During player registration.
 During team formation.
 Withhold key documents until policies are met.
 Prevent player passes and rosters from printing until
policies are met.
 Puts “teeth” behind your policies.
 Integrate Risk Management With Registration
 i.e. Require disclosures for each coach and assistant
coach.
 Identify missing disclosures/background checks and
email reminders to volunteer
27
Service Transformation
Clubs or State Office can easily
get a list of volunteers that have
not completed disclosures.
Clubs can send email reminders to volunteers
instructing them to complete disclosures. The
date in the "Remind" column is the date that the
last email reminder was sent.
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Service Transformation
volunteer background checks
 Is your current Risk Management
or KidSafe program a long line of
paper and fax trails costing your
organization time and money?
 Imagine the benefits if your
members could apply for their risk
management certificates online in
a matter of minutes and your
office did not have to do any data
entry.
 New online systems allow you to
transform your whole volunteer
background checks.
Algoma Pierhead, WI
29
http://www.hammerhead.net/SafeKids/
Service Transformation
volunteer background checks
US Youth Soccer has developed a partnership with VolunteerSelect
VolunteerSelect is an Online Screening Service to Help Ensure the Safety of
Your Soccer Players
VolunteerSelect, a charitable initiative of ChoicePoint, now offers deeply
discounted pricing for background screening of U.S. Youth Soccer
volunteers.
This high-quality, Web-based service is easy to use and affordable— helping
organizations save time and money while providing safer working
environments.
For more information, please contact US Youth Soccer OR
30
http://usyouthsoccer.org/docs/volunteerselect.htm/
Send an email: info@volunteerselect.com
Inquire by Phone: 866-399-6647
Service Transformation
volunteer background checks
e-Risk
Management/Safe
Kids System
`
e-Risk Management/Safe Kids
Application System allows you to
provide online certification for your
organization's Risk Management
and/or KidSafe Program.
The e-Risk system was developed by
Hammerhead Communications and
is used by a number of state
associations across the country.
31
http://www.hammerhead.net/SafeKids/
Service Transformation
volunteer background checks
Here’s How the System Works:
A user visits your web site and clicks on
your Risk Management link. Once there,
users select your Online Risk
Management Certification link and, after
a few simple prequalifying questions, are
referred to either the New Certification
or Recertification online form.
Once the user completes the form and
clicks submit, the form data
automatically populates an online
database (where you and your staff will
have password protected access to
review and edit each entry) – then users
are given a temporary certificate form
(clearly stamped with your organization’s
official Risk Management Certificate),
which is good for 30 days.
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The user then simply prints the temporary
certificate and agrees to any special terms
by signing the printed page.
Don't want to provide a 30 day temporary
certificate? No problem, your online
database system may bypass the
temporary clearance feature and simply
collect the users personal information.
http://www.hammerhead.net/SafeKids/
Service Transformation
volunteer background checks
Your office, utilizing the easy to use
Microsoft Access database that has
been populated online, then may
review the data the person submitted,
run any/all background checks (see
below).
Or, you can also add a card printing
feature to your online Access Database
that would allow you and your staff to
print the certificate cards directly out
of your online Access Database. Plus,
since the data is stored in Access
(MDB) format, you can export the data
into any Excel or database utility
(FoxPro, Dbase or even another Access
Database).
The system can also be set-up to
automatically email people when their
certificates are expiring.
33
http://www.hammerhead.net/SafeKids/
Service Transformation
volunteer background checks
Certificates for Your Members - Integrated
Background Checking Feature
The e-Risk Managament System is that easy. Your
members get instant 30 day temporary certificates and
your office staff has everything you need in a nice,
compact online database (and no data entry) to run all
the appropriate legal and background checks to
generate actual Risk Management Certificates.
The data that will be stored in your online RM database
can then be used to run background checks using our
unique built-in Background Screening Feature through
Intellicorp. Our integrated background checking
feature is easy to use and helps make sure you don't
run background checks more than once on the same
person within a specified time frame. The reports are
posted within days on a secure website - you can then
easily add anyone who doesn't pass the background
test into a disqualified list so they cannot attain future
clearance or certificates.
34
http://www.hammerhead.net/SafeKids/
Hammerhead
Communications
1-800-511-1574
www.Hammerhead.net
Email:
Ray@Hammerhead.net
Cincinnati, Ohio
Atlanta, Georgia
Fullerton, California
Service Transformation
volunteer background checks
 Integrate Risk Management w/Registration
 Gives clubs tools to easily ensure that all
disclosures have been completed.
 Gives Risk Mgmt Officer tools to manage risk
mgmt problems.
 Saves $$$ for state office and clubs and
improves compliance.
 How
 Uses online volunteer disclosure forms.
 Links club coaches, asst coaches, etc. to
disclosure forms.
 Can prevent passes and roster printing until
disclosures are completed.
 Roster will not print if volunteers have not
been cleared.
 Integration with your background check
vendor to prevent data entry.
35
LeagueOne Soccer
Registration
3000 Danville Blvd. Suite 224
Alamo, CA 94507 (888) 3808849
email:
sales@leagueone.com
Service Transformation
surveys
 Transform how you provide services by
using online polls and surveys to find
out what you members think about your
programs and events.
 Online, interactive software systems
make it easy for an association to have
feedback on programs such as coaching
education, referee training, Olympic
Development Programs, State
Tournaments and more.
 Direct feedback from participants allows
the state association to transform
services to better meet the needs of the
partipants.
 Systems can be as simple as the forms
built into FrontPage to the more complex
system described on the following slides.
Cape Hatteras, NC
36
Service Transformation
surveys
One of the
strongest
survey
systems on
the internet is
FREE.
InfoPoll offers
free
Infodesigner
to allow you
to create your
own polls.
37
http://www.infopoll.com/
Service Transformation
surveys
The free Infopoll
Designer provides a
interactive design
platform to design
your survey or poll
easily and quickly.
On screen previews
allow you to see
exactly what your
users will see in the
finished poll.
38
http://www.infopoll.com/
Service Transformation
surveys
Benefits
 Designed for everyone - With Infopoll Designer, anyone
can design a great-looking questionnaire effortlessly in
little time without asking your IT team for assistance. No
coding required, no knowledge of HTML, CGI and
databases to create Internet-enabled form for email and
web surveys.
 Higher response rates - Web-based questionnaire
forms make it easier for respondents to take part in your
surveys.
 Easy to deploy - With a one-button click to deploy your
questionnaire, it's ready for live data collection without
requiring any technical help.
 It's free! Infopoll Designer costs nothing to download.
Your organization can install as many copies without any
limitations. No time bomb and no features disabled.
39
http://www.infopoll.com/
Service Transformation
surveys
Infopoll Survey Hosting Service
 The Infopoll survey hosting service is targeted for those who
want to do a rapid survey without the hassle of purchasing and
administrating software.
 Infopoll provides everything that you need to design a
questionnaire, deploy to our Infopoll Hosting Server and deliver
real-time results.
 You can design your questionnaire and have it online within
hours.
 Take a guided tour to see how easy it is to conduct a
professional survey.
40
http://www.infopoll.com/
Service Transformation
surveys
e-Survey System:
The customer e-Survey and
Test Systems allow you the
ability to collect data through
your web site in a well
organized easy to use format
Then these powerful secure
systems automatically tabulate
your surveys or grade test
answers.
The e-Survey and Test Systems
are a great addition to various
soccer programs, particularly a
Coaching or Referee
Certification Program.
41
http://www.hammerhead.net/surveys/
Service Transformation
surveys
Scenario: Your association probably conducts
coaching certification programs. With one of
our custom systems, you could first allow your
members to register online for the coaching
course
After the users have registered and attended
the course, you could use an e-Survey to
allow the attendees to evaluate the clinician or
conduct an e-test to grade the participants.
In either case, the results would be captured
in a secure online database and tabulated to
produce average ratings for a clinician or test
scores for an attendee.
But this is just one example. Since our eSurvey and Test Systems are custom
developed for each and every project, we can
create a system to conduct a survey about
any of your programs or even test aspiring
referees to see how well they know the rules
of the game. The practical uses are endless.
42
http://www.hammerhead.net/surveys/
Hammerhead
Communications
1-800-511-1574
www.Hammerhead.net
Email:
Ray@Hammerhead.net
Cincinnati, Ohio
Atlanta, Georgia
Fullerton, California
Service Transformation
calendars systems
 Electronic calendars provide an
inexpensive way to share information
on the scheduling of state programs
and events.
 Electronic calendars provide a quick
and convenient method of
communicating changes such as the
time, location or date of an event.
 Adding updated information to a
website is much quicker than having to
update and mail printed materials.
 New calendar systems allow users to
enter and update their calendar
information for review by the
association before posting.
43
Burkehaven, NH
Service Transformation
calendars systems
Attention All Ohio South Tournament Directors:
Do you need to Update your Tournament information
displayed above? Click Here to login and update your
tournament information. Approved changes will be posted
within a few days.
44
http://hammerhead.net/Calendar/
Mary Island, Alaska
Service Transformation
calendars systems
You simply go to a password protected
page on your web site and enter in
events (see illustration at right). Once
you enter the event(s), the system then
automatically displays all the events on
the main calendar page of your
association's web site and also displays
the appropriate events on program
specific pages.
For example, if you enter an ODP
Training date, that event will
automatically appear (sorted by date of
event) on your main calendar AND on
the ODP calendar web page. Thus, your
ODP page will only contain events
specific to your Olympic Development
Program.
45
Service Transformation
calendars systems
Program specific calendars work great for
Coaching Clinics, State Cup events,
Referee Courses and/or any other
program-specific events.
Additionally, you easily have the ability to
edit (dates/times often change for events)
or even delete any event (a great feature
when an event is canceled).
Need to cancel an event at midnight on a
Saturday night? No problem - with the eCalendar System you simply go to your
web site and cancel or change the details
for the event - the changes you make
automatically appear in real-time on your
web site. You do not need to have any
knowledge of web site design or html
coding
46
Service Transformation
calendars systems
Some prefer a system that
looks and feels like a
"calendar".
Shown to the right is a totally
new and improved calendar
system that looks like a
calendar (instead of
displaying the dates and
events in standard web table
format), and includes the
ability for users to select to
view the calendar events by
month, by year or even by
week. . .
47
http://www.hammerhead.net/ecalendar/
Service Transformation
electronic newsletters
 Electronic newsletters are a quick and
inexpensive way to communicate with
those interested in programs and
events. They have a faster
turnaround time that printed mailings
at a far lower cost.
 Electronic newsletters can be done
internally or they can be done for you
by corporate internet marketing
companies
 Electronic newsletters can also be
done using inexpensive and/or free
internet service companies.
 Electronic newsletters can be used
selectively for individual programs to
reach selected target audiences.
Cape Hatteras, NC .
48
Service Transformation
electronic newsletters
Here’s a sample screen from
Constant Contact where the
Kentucky Tournament
Newsletter is in progress.
Using this screen, Dave
McIver – State Program
Manager, is creating the
lead article in the newsletter
by:
•inputting text for the article,
•linking to a section on the
state website and naming the
link
•creating the headline and
•adding a picture
49
http://constantcontact.com/
Service Transformation
electronic newsletters
Constant Contact uses a simple
interface shown above to produce
professional looking out put
50
http://constantcontact.com/
Service Transformation
electronic newsletters
Creating attractive online
newsletters is not difficult.
Kentucky YSA’s Director of
Coach and Player
Development, Fran Kulas, has
several that he does to
promote coach and player
development.
He is able to do them quickly
and easily from his laptop
without knowing anything
about html or internet
programming.
http://constantcontact.com/
51
Service Transformation
electronic newsletters
ODP In Touch is used to mail
information to all ODP coaches
and players in Kentucky and has
greatly enhanced communication
with program participants.
Newsletters can be implemented
easily by using one of the many
reasonable publishing services on
the internet.
Kentucky uses Constant Contact
and the cost of the service is less
than $510 per year for the 8
different newsletters the
association publishes monthly and
or quarterly.
52
http://constantcontact.com/
Service Transformation
electronic newsletters
Here’s another
example.
This one is a copy of
the Region II press
release announcing the
results for the regional
cup
53
Service Transformation
electronic newsletters
http://www.msysa.net/MISoccerOnline/Septemb
er2004/
Michigan State Youth
Soccer Associations
uses Hammerhead
Communications’
Subscription/Broadca
st Email System to
produce their state
newspaper online.
54
http://hammerhead.net/htmlemail.html
Service Transformation
electronic fill-in forms
 Fill-in forms are an appreciate convenience for
today’s team and club administrators who often do
not own a typewrite and have to fill in forms by
hand.
 Fill-ins also help administrators and staff who
process forms to increase accuracy by not having
to “decipher” cryptic handwriting. Electronic forms
submitted by email can be “cut” and pasted in to
other applications reducing manual retyping.
 Adding updated information to a electronic form is
much quicker than having to update and mail
printed materials.
 Version 7.0 of Acrobat Writer due out this spring
will allow automatic collection of date from within a
fill in form.
Assateague, VA
55
Service Transformation
electronic fill-in forms
Electronic
forms are
easy to do
using
Adobe’s
Acrobat
Reader 6.0
Professional
. The
upgrade
cost from
any prior
version of
Acrobat is
only $149.
56
http://www.adobe.com
Service Transformation
electronic fill-in forms
Presque Isle. Michigan
57
http://www.adobe.com/products/acrobatpro/mai
Service Transformation
n.html
travel and tournaments
 Online travel forms can be an easy way to
reduce cost by automating “Permission to
Travel”, “Application to Host” and “Guest Player”
forms.
 Automation provides enhanced service to
members by reducing the time, complexity and
expense of completing routine forms to
facilitate the orderly play of the game.
 Adding updated information to a electronic form
is much quicker than having to update and mail
printed materials. Electronic forms are always
up to date and current and easy to change as
conditions change.
 Electronic travel can be accomplished by using
online database programming or by using
electronic fill in forms. Both save time and
money.
Diamond Head, HI
58
Service Transformation
travel and tournaments
The most widely used electronic travel
system is the e-Travel system from
Hammerhead Communications.
Is your office deluged with last minute
requests for Guest Player Roster Forms or
Permission to Travel Forms – or other
tournament/travel related forms? The
Soccer e-Travel system can help you and
your members save time and money.
The ultra-secure Soccer e-travel System, a
unique online database developed by the
programmers at Hammerhead
Communications, allows your members the
ability to attain instantly approved travel
permission forms without leaving their
computer, calling your office or taking a
long drive to your association’s office.
59
Service Transformation
travel and tournaments
A user visits your web site and clicks on the eTravel logo. Once there, users can select the
form(s) they need and complete the forms online.
Once the user clicks submit, the form data
automatically populates an online database
(where you and your staff will have password
protected access to view and edit any entry) –
then users are given an approved result form
(stamped with your organization’s official
mark/logo).
The user then simply prints the form(s), agrees to
the terms by signing the printed page and
provides the forms to the tournament/event to
which he/she is attending.
It’s that easy… Your members get instantly
approved forms and your office staff is free to
focus on other responsibilities
60
Service Transformation
travel and tournaments
Soccer e-Travel System Features:
Custom Developed for Each Organization.
Secure Socket Layer (SSL) Technology
used for optimum security.
When a user needs to complete a form a
second time, previous data is stored and
automatically populates the form. Users are
then able to edit the form as needed
(perhaps they have moved) and resubmit
the form.
Through special programming, users
cannot bookmark a result form. Users must
complete a form (and record an entry in
your online database) each time he/she
needs a permission form.
A well organized password protected
administrative section allows you and your
staffs to view, edit, delete and reproduce
any user’s form in your system. .
61
Service Transformation
travel and tournaments
This is the main
entry screen for the
Utah Youth Soccer
online E-Travel
System request for
Guest Player Roster.
used by:
Ohio South
Ohio North
Michigan
Illinois
Utah
Connecticut
Georgia
Kansas
Hawaii
Mississippi
Hammerhead
Communications
1-800-511-1574
www.Hammerhead.net
Email:
info@Hammerhead.net
62
http://osysa.com/TournamentData/UserSearch.asp
Service
Transformation
travel and tournaments
The Kentucky Youth Soccer
eTravel System was
developed by volunteer board
members using their
knowledge of database
programming and web
design. It does not require
anything more than a copy of
a PHP editor and a website
that supports databases.
Total cost to the association
was less than $50 to
implement with NO ongoing
costs.
eTravel
63
Service Transformation
travel and tournaments
Kentucky Youth Soccer allows teams to give
“Notification of Intent to Travel” in lieu of the old
“Travel Application” process and “Notification of
Intent to Host Game” in lieu of the Hosting Form for
friendly games.
The OLD paper forms are available for those who
wish to use them online as eForms.
Most teams chose the 24/365 online “Notification”
system as it is easy, readily available and
immediate. The state prefers it as it eliminates
time, paperwork and hassle for staff and
volunteers.
To get a signed in stamped travel or host form, the
user simply has to go to the eTravel form, fill it out
and click on the button at the bottom of the form.
What could be EASIER?
64
http://kysoccer.com/travel/travel.htm
Service Transformation
travel and tournaments
Each time an eTravel form is completed, three things happen:
1. An Email is sent to the members of the state board of directors AND the state office
staff.
2. An Email is sent to the person requesting travel action and an email to the state
board of directors.
3. An eTravel form is generated that can be printed out by the requesting person AND
by any state board member or staff member by clicking on the link in the email
message.
65
Service Transformation
travel and tournaments
The action is AUTOMATIC and
ELECTRONIC – no paper unless one
chooses to print and zero delay time.
By clicking on the link in the email,
recipient see an approved document on
their screen which they can print out if
they wish.
Why does it work? People do not cheat
when they know everyone is going to
immediately see what they are doing.
When some one does, they get caught
and immediate corrective action is
taken.
Far more secure than the old paper
method where forms moved slowly
through the mail or hand delivery.
66
http://kysoccer.com/travel/travel.htm
Service Transformation
odp program management
 Today, Olympic Development
Program management is largely
paper shuffling and lots and lots of
copies.
 Forms and checks have to be
handled for each step in the process.
 Communication is difficult and
miscommunication risks are high.
 New software systems can transform
the management of an Olympic
Development Program by
dramatically reducing paperwork and
increasing the ease of
communication.
Marblehead, OH
67
Service Transformation
odp program management
Take the Hassle Out of ODP
Player Management
The e-ODP Registration System takes all the
work involved with ODP Player Registration out
of your hands, by allowing players to
automatically register for tryouts, select
payment choices and receive confirmation, and
by giving you the means to effectively manage
and communicate with your registered ODP
players.
68
Hammerhead
Communications
1-800-511-1574
www.Hammerhead.net
Email:
Ray@Hammerhead.net
Cincinnati, Ohio
Atlanta, Georgia
Fullerton, California
http://www.hammerhead.net/ODPReg/ Service Transformation
odp program management
Here’s how the System works:
Players (or parents of players)
interested in signing up for your
Olympic Development Program
would go to an online tryout
registration form on your web site.
The registration form would capture
all of the important registration
information your state association
requires, including payment
information.
Each system is set up to accept
payment by check or credit card.
69
http://www.hammerhead.net/ODPReg/ Service Transformation
odp program management
Here’s how the System works:
Once registrants have successfully
submitted all of the pertinent
registration information, their entry
is recorded in an online Microsoft
Access Database, which is hosted on
Hammerhead Communications'
secure server.
Registrants will receive a
confirmation page with a unique
confirmation number and any other
important instructions, including
where to send their check (if they
selected that payment option).
Confirmation also will be emailed
automatically to the registrant's
email address.
70
http://www.hammerhead.net/ODPReg/ Service Transformation
odp program management
The e-ODP
Registration System
takes all the work
involved with ODP
Player Registration out
of your hands, by
allowing players to
automatically register
for tryouts, select
payment choices and
receive confirmation,
and by giving you the
means to effectively
manage and
communicate with
your registered ODP
players.
71
http://www.hammerhead.net/ODPReg/ Service Transformation
odp program management
The Admin Control Center (which would be
password protected on a secure server in an
actual system) shows you all the tools you
are provided with to manage your ODP
player registrations. Using the tools below,
you can
 view/delete registrations, advance players to
different teams within ODP (such as State
Pool, State Team, Regional Team, etc.) and
have those results automatically published on
your web site,
 communicate with the ODP players from
different teams and age groups by email,
 view unpaid registrants, receive payments
(and record check or authorization numbers),
 find registrants by confirmation numbers,
add/remove the age groups available in the
system (great for setting up new ODP
seasons), and much, much more.
 You can even download the actual database file
(a Microsoft Access file) and manage the data
offline.
72
http://www.hammerhead.net/ODPReg/ Service Transformation
summary and reference links











tournament administration
field status information
surveys
coaching education
player & volunteer
management
volunteer background checks
calendar systems
newsletters
travel and tournaments
ODP management
electronic fill in forms
Windmill Point, VT
73
Service Transformation
credit & thanks
The forms and systems shown and
the screens used were captured
from the state associations shown
around this slide.
Thanks to all of them for proving the
power of service transformation.
74
state logos captured from usyouthsoccer.org
Service Transformation
75
http://search.constantcontact.com/
Service Transformation
76
http://hammerhead.net/home.html/
Service Transformation
77
http://www.leagueone.com/
Service Transformation
78
http://www.adobe.com/products/acrobatpro/main.html
Service
Transformation
The lighthouse
pictures
featured in this
presentation
were
downloaded
from this site.
79
http://www.lighthousefriends.com
Visit the site to
check out the
lighthouses in
your state.
They are
vanishing so
quickly.
Service Transformation
Presented by: Perry Alexander PerryAlexander@insightbb.com
Service Transformation
transform how you provide services
2005 US Youth Soccer
adidas Workshop and
Coaches Convention
Salt Lake City, Utah
February 2005
80