Putting the Citizen First with CRM 2007

Smart work Seminar - Beyond 2010 Birmingham, October 2010

Guy DANONIndustry Director Local & Regional GovernmentIndustry Business SolutionsSAP EMEA & India

#SERVICESCONSUMER INDUSTRIESTRADING INDUSTRIESFINANCIAL SERVICESPROCESS MANUFACTURINGDISCRETEMANUFACTURINGPUBLICSERVICES

35 Years of Industry Expertise serving over 100,000 companies in over 120 countriesOUR MISSION: MAKE EVERY CUSTOMER A BEST-RUN BUSINESSEMEAOver 1200 customersAmericasOver 300 customersAPJOver 200 customersSAP has built-in industry experience accumulated over 35 years of helping organizations like your lead their industries. That experience working with partners and customers around the world has given us something that few others can claim: invaluable insight into companies needs, and the expertise to help solve their problems and make their businesses run better. Further, SAP goes to market by industry and we put you at the center of SAPs universe your people, your organization and your specific needs. SAP understands the environment you are in, and we help you lead your industry today and tomorrow while minimizing your risk. SAP solutions support end-to-end industry-specific business processes spanning 24 industries within 7 industry clusters, represented on this slide. #Local & Regional GovernmentSample of achievements across EMEA & India

EMEA & IndiaLocal & Regional Government represents ~25% of SAPs Public Services turnover, and ~230 customers (excluding Business Objects and Sybase clients)

Germany: present within 47 cities with over 100,000 inhabitantsUK: 55 cities, councils & boroughs usingf PS Admin, Shared Services, citizen services, BI platform, & City transformation solutionsSpain: Market leader in provinces, capturing 16 of 17 provinces + 3 largest CitiesFrance: ~200 SME installed based Business Objects clients, via a set of OEM channel partnersItaly: leading provider of Back office for Regions (~25% market)South Africa: chosen IS-PS & IS-U platform within 3 main cities and 1 provinceCH: market leader in Kantons across 13 Kantons (and 3 cities)Denmark, Norway, Finland: - DK: 50% of cities (KMD)- NO: 43 councils (EDB)- FI: ~20 Finnish Cities Did you know?? First SAP LRG projects across EMEA & India took place in Germany (1995) at the City of Cologne, the Rhineland Regional Council & Informationsverarbeitung Leverkusen Others Regions in Russia, Utrecht (NLs), Vienna (AT), Mumbai, Bhopal, Lisbon..

UK 56, Germany 47, Denmark 43, Finland 20, Spain 20, Italy 5, CH 16, Africa 4, France 2, Russia 2, Other countries (India, AT, NLs, IL, PT, Norway) lets estimate 15. Total estimated = 230 across EMEA & I. This excludes a circa of 350 BOBJ only (small deals and towns) in Germany and France.

3 #Ever increasing pressures over Local Government

Economic VolatilityEnvironmental ChallengeSafety &SecurityEver Increasing Expectations of GovernmentSmart Worker Seminar Questions 1. How can I and my staff work smarter, not just harder?2. What can technology offer to make this a reality?3. What is possible, what are the cost benefits and how do I make it happen? #How could your staff worker leverage technology in order to work smarter?

Shared Services StructuresConsolidate efforts for delivering same services (HR, FIN, Procurement, IT & Corporate Services) to different groups within an organization, or to different organizationsStreamlining, automation of administrative processes improves efficiency Interaction Center and self-services improve service experience, employee satisfaction & Enabling work from home

On Device : MobilityExtension of ERP into mobile : push / pull data regardless of locationReal time processing, manual logging of data saved, push-pullMobilized staff could range from road & street maintenance teams, inspectors, social workers

Online Citizen ServicesUnified, harmonized, integrated platform: Citizen-facing extension of operational systems and internal processes Transfer of administrative tasks to citizens as increasing their satisfactionLess queues at bureaus, less paper work and respective costsShare Services:Save office space, travel costs, environmental & traffic impact, save lost traffic time

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Management Reporting Cockpits Government Framework One OfficeRecords MgmtElectronic FormsCitizen Account(Business Partner) Service Request Process Tracking Service Request Process FlowSocial SecurityPublic Sector Administration & back office systemsFinanceProcurement

HR & PayrollTax & Revenue Management

Property & Assets Social SecurityCustomer Relationship ManagementPeoplePropertyIdentity RegistrationGvnt / City www

Gvnt / City Office

6Messages:SAP could offer solutions in all areas: SAP is not only back officeThis allows to automate all

SAP Business Process Management & workflow automates the process ensuring the service request is passed through to the department or non government provider providing that service. On top of everything, SAPs Business Objects BI analytics capabilities, could generate management reporting cockpits for real time dashboards and mgmt information needed to manage the authority.

GIS link: focus on small city maintenance, Pavement Correction Rate #Somerset County Council: Citizen Service Portal & Online Services

Somerset County Council Citizen Services Portal:http://www.somerset.gov.uk/irj/public

2010 SAP AG. All rights reserved. / Page #7 #Strategy to Execution Today .in Many Enterprises

ERP & Transaction Systems

ExecutionStrategy

StrategyInititiative trackingPerformance AnalysisAd Hoc reportingBusiness PlanningKPI dashboardsProject ReportingBudgeting SimulationCost TrackingRisk ManagementControls

Situation Analysis

Companies often manage most (~70%) of their most critical information with Excel sheets and other point solutions, whose access, control, distribution, accuracy and integrity is extremely difficult to ensure. Resulting in*: 95%of a typical workforcedoes not understand itsorganizations strategy90%of organizations fail toexecute their strategiessuccessfully 70%of organizations do notlink middle managementincentives to strategy60%of organizations do notlink strategy to budgeting*Source: Performance Collaborative Survey 2007

Data Warehouse

GIS interface with SAP KPI performance mgmt Dashboard:http://www.tib.wa.gov/performance/Dashboard/#8 #Shared Services look at technology to continue their success story in turbulent timesShared Services enable organisation toConsolidate efforts for delivering the same services to different groups within an organizationLower administrative cost by leveraging economies of scaleAdapt more flexibly to growth and acquisitionsImprove the service to the businessBest PracticesBaseline performance of processes relevant for centralizationHarmonize and standardize business processesAutomate business processes via technology investments Enable employees and business partners via self services and single-point-of-contactManage services effectively through a globally consistent service and operating modelImplement governance to internal client-provider relationship

Shared Services is not a trend, it is a business model that emerged in the late 1980s in the US, then moved to the UK in the early 1990s and then moved to mainland Europe, by early 2000s the trend for near-shoring multinationals shared service centers in Eastern Europe started. Process coverage started with Finance, then IT and followed by HR. Establishes an centralized, internal Service Provider for administrative functions across different segments of the business (location, division, subsidiary)Shared Services is a business model used by corporations globally. Many of your existing customers/prospects already operate Shared Services Centers (SSCs)There is significant opportunity for additional/new sales if we tap into the needs of the Shared Services Centers within these organizations.SAP continues to invest in those products that are enablers for Shared Services. With the SAP Shared Services Solution Map, you can highlight those enabling products to our customers. This solution map can be leveraged to open the door for discussions about SAP for Shared Services.Not all Shared Services are alike. It is important to understand where your client/prospect is on their Shared Services maturity. Understanding the customers SSC pain points will ensure proper positioning of our products and improve the chances of success. # SAP 2009 / Page 10Benchmark data proofs significant cost savings in your SSO powered by SAPHuman ResourcesProcurementFinanceOur Customers have Achieved Significant Benefits using Our SolutionsTangible Benefits*% impactOperating CostReduced Maverick Indirect SpendStaff efficiency 3-5%

5-10%Tangible Benefits*% impactOperating Cost 25 40%PayrollHR Cost per EmployeeImproved recruitment costsImproved process cost by Employee Self Service10-30%20-30%10-15%

14%ITReal-EstateTangible Benefits*% impactOperating costIncrease office space efficiency20-30%Tangible Benefits*% impactOperating CostReduced Integration costHardware & OperationsSoftware Maintenance and implementation15-20%20-50%20-70%

Several Sources: e.g. ASUG benchmark data; Hackett GroupTangible Benefits*% impactOperating costAccounts PayableAccounts ReceivableBudgeting & forecastingCash managementCollections managementCredit managementCustomer billingFixed asset managementGeneral Ledger and Finance ClosingInternal AuditingRegulatory and complianceRisk managementTax accounting and reportingTreasuryReduced DSO- Working Capital CostIncreased DPO- Working Capital Cost20-50%20-50%50-80%50-70%50-65%25-35%40-70%20-35% 45-75%

50-70%40-60%

40-60%5-10%

35-55%5-25%

5-25%Function*Saving to peersFinance49-61%Human Resources16-49%Procurement30-49%IT8-39%

Overall Cost Saving PotentialDSO = Days Sales outstandingDPO = Days Payable outstandingMaverick Spend = indirect material cost like pencils, paper, coffeecups #Sybase Unwired Platform Leads the MarketAbility to ExecuteNiche PlayersCompleteness of VisionVisionariesChallengersLeadersSybaseSycloAntenna SoftwareSpring WirelessRIMMicrosoftPyxis MobileSAPOracleIBMAppleSybase recognized in the leaders quadrant for Mobile Enterprise Application Platforms for completeness of vision and ability to executeAs of December 2009*Source: Gartner, 12/2009

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Account & Contact ManagementActivity & Task ManagementLive data inputs directly from the FieldAnalytics & Reporting

Sybase Mobile For SAP

4m14s

Works Management MobileCity of Dortmund1212Up until Geographical SAP Posting in the system #

IIts main aim is to deliver 1.2Bn of benefits for an investment of 140M over ten years. #

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