John Kos
A PRAGMATIC APPROACH TO APPLICATION INTEGRATION
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
Free Office
Space
Increase
Face Time
Reduce IT
Costs
Process
automation
Mobile
+
Benefits
Mobile
Cut Visit
Times
Cut Drive
Time
Working
Stop
Activity
Dual
Recording
Entry
Self
Service
Our business is Service Transformation
Free Office
Space
Increase
Face Time
Reduce IT
Costs
Automating
Processes
Mobile
+
Benefits
Mobile
Working
Cut Visit
Times
Stop
Cut Drive
Time
Activity
Dual
Recording
Entry
Self
Service
ROI in days and weeks not months and years
Transformation Opportunities
CRM
Web
TV
Digital
Pen
Smart Phone
Tablet
Integration Hurdles
Multi-Agency
Revenues
Revs &
&
Bens
Benefits
Env
Services
Housing
Env
Services
Planning
Social
Services
Housing
Social
Planning
care
NHS
Health
Service
Waste
Providers
Contractor
awi – universal integration
awiSX Application Integration
Multi-Agency
Revenues
Revs &
&
Bens
Benefits
Env
Services
Housing
Env
Services
Planning
Social
Services
Housing
Social
Planning
care
NHS
Health
Service
Waste
Providers
Contractor
awi – transformation architecture
awiSX Application Integration
Multi-Agency
Revenues
Revs &
&
Bens
Benefits
Env
Services
Housing
Env
Services
Planning
Social
Services
Housing
Social
Planning
care
NHS
Health
Service
Waste
Providers
Contractor
awi – transformation architecture
awiMX mobile platform
awiSX Application Integration
Multi-Agency
Revenues
Revs &
&
Bens
Benefits
Env
Services
Housing
Env
Services
Planning
Social
Services
Housing
Social
Planning
care
NHS
Health
Service
Waste
Providers
Contractor
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
John Kos
A PRAGMATIC APPROACH TO APPLICATION INTEGRATION