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
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 3rd party arrangements
CRM Approach
Road Map
Goals
Benefits
Baseline Metrics
Strategy
(People, Process, Tech.)
Timeline
Cost estimates
Technology Evaluation
and Selection
Implementation
Technology Review
Technology Procurement
& Selection
Software Installation
Design
Configuration
Integration
Testing
Training
Deployment
Phased Approach
(Repeat)
2
-
4 months
2
-
3 months
3 month phases
Completed June 21, 2004
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
Tier1 Innovation
–
Prime Contractor
Siebel Certified Gold Partner
PSComm
–
Sub Contractor
Founder of 311 Concept
Siebel Systems
Leading CRM Software
PSComm
LLC
City CRM Expertise
(Over XX City CRM Solutions)
Siebel Software
CRM Software
PSComm
, LLC
Siebel Software, Inc.
Tier1 Innovation, LLC
Siebel Environment
Siebel 7.5
Web Client
Web Server
Application Server
Microsoft 2000 Server
IIS 5.0
Oracle 9.2.0.4
Sun Solaris
Database Server
Microsoft 2000 Server
IIS 5.0
ArcGIS
Server 9
GIS Environment
ArcGIS 9
Windows XP
ArcSDE
Static DB (View Data):
SDE 8.3 on Oracle 9i
Sun Solaris
Dynamic DB (Edit Data):
SDE 9.0 on Oracle 10g
Sun Solaris
ArcIMS 9
ArcGIS
Server 9
Application Server:
Windows 2003 / IIS 6.0
Application Server
Windows 2003 / IIS 6.0
.NET ADF
VMWare Virtual Machine
Spatial Server: (2)
Sun Solaris
Siebel CRM Solution
CRM Solution
Siebel Citizen
Portal
Integrated with IndyGov,
Phase III
Citizens
Siebel 7 DB
Citizens & Locations
(Issues, Requests, Cases)
Master
Address DB
(MAD)
Township and
Dept.
Administrators
Mayor’s
Action Center
Mayor’s Office
GIS
(Spatial Data)
Hansen
IMS
Chameleon
Accela
Tidemark
RepoInfo
(Last Chance)
Siebel 7
Fully Web-based
Correspondence tracking
and generation
Citizen tracking
Service provider tracking
Case management
Service requests intake and
management
Solution management
Issue tracking
Work flow (escalation)
Assignment manager
JAWs integration
Siebel Integration
Architecture
Telephone
Fax/Scanner
Email/US Mail
Email Phases I & II
Portal Input, Phase III
City Operational Systems
Departments
Phase I
Phase II
Phase III/future
Missing in RFP
23 Users
20 - 25
Users
Management
Reporting
Trend Analysis
Executive
Dashboard
Reopen/Recall Report
Overview of Integrations
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
Service Request
Siebel
DPW SR?
Staging DB
Record
Flagged for
Hansen?
Hansen
Insert
Successful?
Insert
Workflow Policy
(Database
Triggers)
Yes
(Insert SR Record)
Yes
Yes
(Return DPW SR # and Update flags)
No
(Montor for DPW
SRs)
No
(Monitor for
Hansen flagged Records)
Siebel to Hansen Workflow (New SR)
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
Department of Metropolitan Development
Siebel to Tidemark Workflow (New SR)
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
Service Request
(INV)
Siebel
DMD SR?
Staging DB
Record
Flagged for
Tidemark?
Tidemark
Insert
Successful?
Insert
Workflow Policy
(Database Triggers)
Yes
(Insert SR Record)
Yes
Yes
(Update stage record w/Case #)
No
(Montor for DMD SRs)
No
(Monitor for
Tidemark flagged Records)
Update Siebel Record
w/ Case #
&
Flag record for Clean up
Animal Care and Control
Siebel to Chameleon Workflow (New SR)
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
Service Request
(ACC type)
Siebel
ACC SR?
Staging DB
Record
Flagged for
Chameleon?
Chameleon
Insert
Successful?
Insert
Workflow Policy
(Database Triggers)
Yes
(Insert SR Record)
Yes
Yes
(Update stage record w/Activity #)
No
(Montor for ACC SRs)
No
(Monitor for
Chameleon flagged Records)
Update Siebel Record
w/ Activity #
&
Flag record for Clean up
Geospatial Information Services
Siebel to MAD Workflow
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
Enter Address
Return
subset of
Addresses
Address
Available
Create New
Address
(Override Flag)
No
Yes
Save Address
Query for
Address
Siebel
MAD
Siebel
Siebel
Geospatial Information Services
Overview of Web Services
Siebel integrates with a web service using ArcGIS 9 Server
Technology from ESRI
Web Service 1
-
Address Validation
Web Service 2
-
Point
-
in
-
Polygon
Web Service uses XML, SOAP and WSDL protocals
Business
Service
Master
Address
DB
Address Validation
Tool
(Web Service)
Request
Response
VBC
Business
Service
Gov_Profile
DB
Address Validation
Tool
(Web Service)
Request
Response
VBC
Address Validation
Point
-
in
-
Polygon
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Siebel Environment
Citizen Web Portal
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
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…
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