2005 Indiana GIS Conference

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…