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The Local Government Management Agency (an Irish Government body) is using Sugar to manage customer interactions, email, phone and paper related to a new property tax. From announcement of the new tax in September 2011 to the go live date in January 2012, Sugar has made the process more efficient and customer focused.
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Use Sugar to Collect Tax More Efficiently
Solving Biz Problems With SugarExchange
Tim Willoughby
CTO, LGMA - @timwillo
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 2
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5 Business Drivers
• SaaS, IaaS, PaaS, Web 2.0 / 3.0, Peer to Peer• Addressing and Adapting change and to change
The World has to be on the Cloud
• Instantaneous, Online Response from Inter-continental companies• Digital Supply Chain across Global companies / across the globeThe World is Flat
• Environmental Compliance• Reduce your own and your companies Carbon FootprintThe world is green
• Consumers and Workforce - always on - connected anywhere• Increased demand and expectation for servicesThe World is Mobile
• Energy and Cost Efficient Computing and Data Centres• Flatter Budgets require Efficiencies CAPX and OPEX
The World of Low Cost ICT
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Security is changing
Security has to be appropriate Security has to be measured Can have things so secure that they are
unusable.
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Open Source is forcing ChangeWith or Without the Owners / Shareholders
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So far ICT has not fundamentally changed government
1990s: lCT expected to make government more transparent, efficient and user oriented
2005+: disillusion as bureaucracy still in existence
Open Source will Help?
Jane E. Fountain – Gov 1.0 – Just Replicating the Silos on the Internet
Goverment dont always Understand What the people Want?
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What governments often Deliver
Why have Government not done so well?
Taking theego out of
egovernment
It is unfortunate that the first 3 letters of eGovernment are…
Innovation
Cre
ativ
ity
Design
tDevelopment
How
do we spot
trends?
The Future is has to be
The World is changing
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What has Open Source ever done for us?
16
Apart from Scale, Enterprise Applications, CRM, ERP, mail, Open Standards, API’s, GIS, Office, CMS, Workflow, … …
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Open Source Journey so far…
4 Open Source Workshops – across GovernmentWell represented
Open Source Tender40 Companies, Desktop, BackOffice, GIS, CMS, CRM, Doc Mgmt
Open Source Team in LGCSBMeath AlfrescoCork / Wicklow DrupalLGCSB LAMP, SugarLimerick Zarafa, LDAPGalway Libre OfficeCarlow AsteriskKildare GISWorkshops Experience – Reduce BarriersSouth Dublin Ushahidi, EverGreen, DrupalFixYourStreets Usahaidi / Sugar
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Open Source.. a new form of common sense?
“Every social stratum has its own “common sense” and its own “good sense,” which are basically the most widespread conception of life and of men. Common sense is not something rigid and immobile, but is continually transforming itself, enriching itself with scientific ideas and with philosophical opinions which have entered ordinary life...”
Antonio Gramsci. Selections from the Prison Notebooks (London: Lawrence and Wishart, 1971), 326
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OSS Working Groups
CMS CRM GIS Doc Mgmt Email Database Desktop / LTSP (Virtualisation) Telephony Open Standards Archive
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Decision Making
Household ChargeMinister Delays3 Months to build the CRMStrong OppositionHad existing ITIL Service Desk
ITIL Track Issues – needed to track people
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Why CRM
Interactions with Citizens Manage unknown activity and Growth Reporting on Interactions Simple Interface Workflows
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Why Sugar
Easy to use Easy to Install It’s a Platform Not just a CRM Information Management Customer Interaction – rather than Ticket
Management Out of the Box Flexibility to dynamic scalability.
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Or Wizards
Thanks to SUGAR….CRM is now Mainstream
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Our SugarCRM in the Irish News
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More Sugar CRM in the Irish News
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0
20000
40000
60000
80000
100000
120000
140000
160000
Series1
Series2
Series1Series2
Started Jan 1st
Over 200,000 Records since then
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Detail and Demo
Rhoda Kerins
Rhoda KerinsProject Manager
LGMA
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 28
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Background to Project
10 Weeks to.......
Define business processes
Legislation in progress
Design CRM
Develop workflows
Implement LAMP infrastructure
System Test
Implement live for Jan 1st 2012
Piece of…….…… Sugarloaf?
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 29
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HC CRM Business Objectives
To provide a single point of contact for the HC client
Provide interface for Bureau Operators to:Manage emailLog CallsLog Mail
Efficient – Speed of use essential
Cost effective
Provide statistics through reports and queries
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 30
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Modules and Menus
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Tailored to User
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User Dashlets
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Infrastructure Overview
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Challenges
Keep it the same as.... Resistance to OS
Change mindsChange set mindsChange minds set against change
Infrastructure implementation
Time scale
Phased Implementation
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 37
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Successes
Management of Email and Cases
Ease of access to customer information
Ease of useConsistency across modules
Adaptability of Sugar
User Acceptance
Stability and Performance
Changed attitudes
Further development – DWW Charge
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 38
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Conclusions
Reduced costs
Strengths Integrated dataEase of useAdaptable StabilityPerformance
RecommendationsDefine desired outcomeDetermine how best it can be delivered within the core modulesKeep it simple to begin with and build on it
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 39
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Future
Septic Tank Tax500,000 txn
Second Home Tax300,000 txn
FixYourStreetHuge growth
04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 41
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Select the SugarCon Mobile App: 1) Tap on this session2) Tap on survey3) Submit your feedback
*Prizes for attendees who submit session feedback using the Mobile App
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