2005 Indiana GIS Conference Integrating GIS with CRM

2005 Indiana GIS Conference Integrating GIS with CRM Andy Laudick City of Indianapolis

Project Overview § § § § What is CRM? History of the Mayors Action Center Who were the Stakeholders? Mayor Peterson’s CRM Vision Pre CRM Symptoms CRM Solution Benefits of CRM Approach

What is CRM? CRM is an integrated approach to identifying problems, acquiring accurate information, and communicating with citizens. CRM empowers one to manage and coordinate citizen interactions across multiple channels, departments, lines of business, and geographies. CRM helps organizations improve citizen service, increase accuracy, become more accountable, and provide better information.

History of the MAC § What is the MAC?

Who were the Stakeholders? § § § Mayor’s Action Center Mayor’s Office Department of Public Works (DPW) Animal Care and Control (ACC) Department of Metropolitan Development (DMD) § Division of Compliance Township Administration § Geospatial Information Services (GIS) § § Information Services Agency (ISA)

Mayor Peterson’s CRM Vision Improve citizen service § Increase accuracy § More accountability § Better availability of information § Put information closer to citizens § Make it more accessible – anytime, anyplace, any method §

Pre CRM Symptoms Lack of integrated systems § Lack of visibility of complete view of citizen or location § Data integrity problems (i. e. , un-validated addresses) § Citizens not satisfied their issues are being resolved §

CRM Solution § § § CRM: end-to-end solution § Robust call center functionality for Mayor’s Action Center § Service request intake § Correspondence tracking for Mayor’s Office § Broad executive reporting Integration capabilities § Ability to tie City information together § Linking work order management systems and GIS/Master Address database into CRM solution Technology factors § Pure web architecture § Integration architecture § Flexibility and adaptability Citizen web portal § Enable citizens to request City services through portal linked to Indygov. org § Seamless and real-time update to core CRM database Other key factors § Section 508 (ADA) compliant § Ease of deployment of upgrades and enhancements

Benefits of CRM § § § Data entry savings § Citizen self service – not only drives improved citizen services but also reduces operation costs § Automated integration – prevents duplicate data entry § Improved validation prevents downstream error correction Streamlined operations § Reduced “paper chase” – eliminating faxes and reconciliation activities due to manual handoffs § Improved efficiencies of City inspectors and crews – more accurate location information means finding the correct location the first time Improved service provider management § Ability to correlate service providers to issues and complaints § Monitoring Service Level Agreements § Internal service provider accountability metrics such as score cards § Improves City’s ability to monitor 3 rd party arrangements

CRM Approach 2 -4 months Road Map Goals Benefits Baseline Metrics Strategy (People, Process, Tech. ) Timeline Cost estimates 3 month phases 2 -3 months Technology Evaluation and Selection Technology Review Technology Procurement & Selection Completed June 21, 2004 Phased Approach (Repeat) Implementation Software Installation Design Configuration Integration Testing Training Deployment

Throwing the Switch - 3, 2, 1…

How and What did we do… § § § Project Team System Environments § Siebel § GIS Siebel CRM Solution How CRM is integrated within the City § Department of Public Works (DPW) § Division of Compliance (DMD) § Health and Hospital Corporation § Animal Care and Control (ACC) § Geospatial Information Services (GIS) Overview of Citizen Web Portal Overview of Siebel Application

Project Team § Tier 1 Innovation – Prime Contractor § Siebel Certified Gold Partner § PSComm – Sub Contractor § Founder of 311 Concept § Siebel Systems § Leading CRM Software

Siebel Environment Web Server Siebel 7. 5 Web Client Microsoft 2000 Server IIS 5. 0 Application Server Microsoft 2000 Server IIS 5. 0 Arc. GIS Server 9 Database Server Oracle 9. 2. 0. 4 Sun Solaris

GIS Environment Arc. IMS 9 Application Server: Windows 2003 / IIS 6. 0 Spatial Server: (2) Sun Solaris Arc. SDE Arc. GIS 9 Windows XP Static DB (View Data): SDE 8. 3 on Oracle 9 i Sun Solaris Dynamic DB (Edit Data): SDE 9. 0 on Oracle 10 g Sun Solaris Arc. GIS Server 9 Application Server Windows 2003 / IIS 6. 0. NET ADF VMWare Virtual Machine

Siebel CRM Solution

Overview of Integrations § Department of Public Works (DPW) § Division of Compliance (DMD) § Health and Hospital Corporation § Animal Care and Control (ACC) § Geospatial Information Services (GIS)

Department of Public Works Siebel integrates with Hansen so DPW can receive service requests from the MAC § Service Requests created in Hansen will be sent to Siebel with update information § Workflow uses database triggers to pass information § Siebel to Hansen Workflow (New SR)

Department of Metropolitan Development Siebel integrates with Tidemark so DMD can receive service requests from the MAC § Service Requests created in Tidemark will be sent to Siebel with update information § Workflow uses database triggers to pass information § Siebel to Tidemark Workflow (New SR)

Animal Care and Control Siebel integrates with Chameleon so ACC can receive service requests from the MAC § Service Requests created in Chameleon will be sent to Siebel with update information § Workflow uses database triggers to pass information § Siebel to Chameleon Workflow (New SR)

Geospatial Information Services Siebel integrates with MAD so it will return a valid address § CSR has the ability to pick from a list of candidates § CSR can enter a new address, if one is not returned it is flagged as non-valid § Siebel to MAD Workflow

Geospatial Information Services § Siebel integrates with a web service using Arc. GIS 9 Server Technology from ESRI § Web Service 1 - Address Validation § Web Service 2 - Point-in-Polygon § Web Service uses XML, SOAP and WSDL protocals Address Validation Point-in-Polygon Overview of Web Services

Siebel Environment

Siebel Environment

Siebel Environment

Siebel Environment

Siebel Environment

Siebel Environment

Siebel Environment

Siebel Environment

Siebel Environment

Siebel Environment

Citizen Web Portal The Citizen Web Portal provides constituents the ability to access the MAC via the Internet. § Citizens will submit a service request, search their service requests, access directory information, and view frequently asked questions. § Citizen Web Portal

Citizen Web Portal Homepage

Citizen Web Portal Submit a Service Request

Citizen Web Portal Search a Service Request

Citizen Web Portal Service Request Detail

Citizen Web Portal Directory

Citizen Web Portal Frequently Asked Questions

Questions…