2005 Indiana GIS Conference2005 Indiana GIS Conference

Integrating GIS with CRMIntegrating GIS with CRM

Andy LaudickAndy Laudick

City of IndianapolisCity of Indianapolis

Project OverviewProject Overview

What is CRM?What is CRM? History of the Mayors Action CenterHistory of the Mayors Action Center Who were the Stakeholders?Who were the Stakeholders? Mayor Peterson’s CRM VisionMayor Peterson’s CRM Vision Pre CRM SymptomsPre CRM Symptoms CRM SolutionCRM Solution Benefits of CRMBenefits of CRM CRM ApproachCRM Approach

What is CRM?What is CRM?

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

History of the MACHistory of the MAC

What is the MAC?What is the MAC?

Who were the Stakeholders?Who were the Stakeholders?

Mayor’s Action CenterMayor’s Action Center Mayor’s OfficeMayor’s Office Department of Public Works (DPW)Department of Public Works (DPW) Animal Care and Control (ACC)Animal Care and Control (ACC) Department of Metropolitan Development (DMD)Department of Metropolitan Development (DMD)

Division of ComplianceDivision of Compliance

Township AdministrationTownship Administration Geospatial Information Services (GIS)Geospatial Information Services (GIS) Information Services Agency (ISA)Information Services Agency (ISA)

Mayor Peterson’s CRM VisionMayor Peterson’s CRM Vision

Improve citizen serviceImprove citizen service Increase accuracyIncrease accuracy More accountabilityMore accountability Better availability of informationBetter availability of information

Put information closer to citizensPut information closer to citizens Make it more accessible – anytime, anyplace, any Make it more accessible – anytime, anyplace, any

methodmethod

Pre CRM SymptomsPre CRM Symptoms

Lack of integrated systemsLack of integrated systems Lack of visibility of complete view of citizen or Lack of visibility of complete view of citizen or

locationlocation Data integrity problems (i.e., un-validated Data integrity problems (i.e., un-validated

addresses) addresses) Citizens not satisfied their issues are being resolvedCitizens not satisfied their issues are being resolved

CRM SolutionCRM Solution CRM: end-to-end solutionCRM: end-to-end solution

Robust call center functionality for Mayor’s Action CenterRobust call center functionality for Mayor’s Action Center Service request intakeService request intake Correspondence tracking for Mayor’s OfficeCorrespondence tracking for Mayor’s Office Broad executive reportingBroad executive reporting

Integration capabilitiesIntegration capabilities Ability to tie City information togetherAbility to tie City information together Linking work order management systems and GIS/Master Address database into CRM Linking work order management systems and GIS/Master Address database into CRM

solutionsolution Technology factorsTechnology factors

Pure web architecturePure web architecture Integration architectureIntegration architecture Flexibility and adaptabilityFlexibility and adaptability

Citizen web portalCitizen web portal Enable citizens to request City services through portal linked to Indygov.orgEnable citizens to request City services through portal linked to Indygov.org Seamless and real-time update to core CRM databaseSeamless and real-time update to core CRM database

Other key factorsOther key factors Section 508 (ADA) compliant Section 508 (ADA) compliant Ease of deployment of upgrades and enhancementsEase of deployment of upgrades and enhancements

Benefits of CRMBenefits 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 ApproachCRM Approach

Road MapRoad Map

GoalsGoals

BenefitsBenefits

Baseline MetricsBaseline Metrics

StrategyStrategy

(People, Process, Tech.)(People, Process, Tech.)

TimelineTimeline

Cost estimatesCost estimates

Technology Evaluation Technology Evaluation

and Selectionand Selection

ImplementationImplementationTechnology ReviewTechnology Review

Technology ProcurementTechnology Procurement

& Selection& Selection Software InstallationSoftware Installation

DesignDesign

ConfigurationConfiguration

IntegrationIntegration

TestingTesting

TrainingTraining

DeploymentDeployment

Phased Approach

(Repeat)

2-4 months2-4 months

2-3 months2-3 months

3 month phases3 month phases

Completed June 21, 2004Completed June 21, 2004

Throwing the Switch - 3, 2, 1…Throwing the Switch - 3, 2, 1…

How and What did we do…How and What did we do…

Project TeamProject Team System EnvironmentsSystem Environments

SiebelSiebel GISGIS

Siebel CRM SolutionSiebel CRM Solution How CRM is integrated within the CityHow CRM is integrated within the City

Department of Public Works (DPW)Department of Public Works (DPW) Division of Compliance (DMD)Division of Compliance (DMD)

Health and Hospital CorporationHealth and Hospital Corporation Animal Care and Control (ACC)Animal Care and Control (ACC) Geospatial Information Services (GIS)Geospatial Information Services (GIS)

Overview of Citizen Web PortalOverview of Citizen Web Portal Overview of Siebel ApplicationOverview of Siebel Application

Project TeamProject Team

Tier1 Innovation – Prime ContractorTier1 Innovation – Prime Contractor Siebel Certified Gold PartnerSiebel Certified Gold Partner

PSComm – Sub ContractorPSComm – Sub Contractor Founder of 311 ConceptFounder of 311 Concept

Siebel SystemsSiebel Systems Leading CRM SoftwareLeading CRM Software

PSComm LLCCity CRM Expertise

(Over XX City CRM Solutions)

Siebel SoftwareCRM Software

PSComm, LLCSiebel Software, Inc.

Tier1 Innovation, LLC

Siebel EnvironmentSiebel Environment

Siebel 7.5 Siebel 7.5 Web ClientWeb Client

Web ServerWeb Server Application ServerApplication Server

Microsoft 2000 ServerMicrosoft 2000 ServerIIS 5.0IIS 5.0

Oracle 9.2.0.4Oracle 9.2.0.4Sun SolarisSun Solaris

Database ServerDatabase Server

Microsoft 2000 ServerMicrosoft 2000 ServerIIS 5.0IIS 5.0

ArcGISArcGISServer 9Server 9

GIS EnvironmentGIS Environment

ArcGIS 9ArcGIS 9Windows XPWindows XP

ArcSDEArcSDE

Static DB (View Data):Static DB (View Data):SDE 8.3 on Oracle 9iSDE 8.3 on Oracle 9iSun SolarisSun Solaris

Dynamic DB (Edit Data):Dynamic DB (Edit Data):SDE 9.0 on Oracle 10gSDE 9.0 on Oracle 10gSun SolarisSun Solaris

ArcIMS 9ArcIMS 9

ArcGISArcGISServer 9Server 9

Application Server:Application Server:Windows 2003 / IIS 6.0Windows 2003 / IIS 6.0

Application ServerApplication ServerWindows 2003 / IIS 6.0Windows 2003 / IIS 6.0.NET ADF.NET ADFVMWare Virtual MachineVMWare Virtual Machine

Spatial Server: (2)Spatial Server: (2)Sun SolarisSun Solaris

Siebel CRM SolutionSiebel CRM Solution CRM Solution

Siebel CitizenPortal

Integrated with IndyGov,Phase III

Citizens

Siebel 7 DBCitizens & Locations

(Issues, Requests, Cases)

MasterAddress DB

(MAD)

Township andDept.

Administrators

Mayor’sAction Center

Mayor’s Office

GIS(Spatial Data)

HansenIMS

Chameleon

AccelaTidemark

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

Sie

bel I

nteg

ratio

nA

rchi

tect

ureTelephone

Fax/Scanner

Email/US Mail

Email Phases I & IIPortal Input, Phase III

City Operational Systems

Dep

artm

ents

Phase I

Phase II

Phase III/future

Missing in RFP

23 Users

20 - 25Users

ManagementReporting

Trend Analysis

ExecutiveDashboard

Reopen/Recall Report

Overview of IntegrationsOverview of Integrations

IntegrationsIntegrations Department of Public Works (DPW)Department of Public Works (DPW) Division of Compliance (DMD)Division of Compliance (DMD)

Health and Hospital CorporationHealth and Hospital Corporation

Animal Care and Control (ACC)Animal Care and Control (ACC) Geospatial Information Services (GIS)Geospatial Information Services (GIS)

Department of Public WorksDepartment of Public Works

Service Request

Siebel DPW SR? Staging DBRecord

Flagged forHansen?

Hansen

InsertSuccessful?

Insert

Workflow Policy(DatabaseTriggers)

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 to Hansen Workflow (New SR)

Siebel integrates with Hansen so DPW can receive service Siebel integrates with Hansen so DPW can receive service requests from the MACrequests from the MAC

Service Requests created in Hansen will be sent to Siebel with Service Requests created in Hansen will be sent to Siebel with update informationupdate information

Workflow uses database triggers to pass informationWorkflow uses database triggers to pass information

Department of Metropolitan Department of Metropolitan DevelopmentDevelopment

Siebel to Tidemark Workflow (New SR)Siebel to Tidemark Workflow (New SR)

Siebel integrates with Tidemark so DMD can receive service Siebel integrates with Tidemark so DMD can receive service requests from the MACrequests from the MAC

Service Requests created in Tidemark will be sent to Siebel Service Requests created in Tidemark will be sent to Siebel with update informationwith update information

Workflow uses database triggers to pass informationWorkflow uses database triggers to pass information

Service Request(INV)

Siebel DMD SR? Staging DBRecord

Flagged forTidemark?

Tidemark

InsertSuccessful?

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 Recordw/ Case #

&Flag record for Clean up

Animal Care and ControlAnimal Care and Control

Siebel to Chameleon Workflow (New SR)Siebel to Chameleon Workflow (New SR)

Siebel integrates with Chameleon so ACC can receive service Siebel integrates with Chameleon so ACC can receive service requests from the MACrequests from the MAC

Service Requests created in Chameleon will be sent to Siebel Service Requests created in Chameleon will be sent to Siebel with update informationwith update information

Workflow uses database triggers to pass informationWorkflow uses database triggers to pass information

Service Request(ACC type)

Siebel ACC SR? Staging DBRecord

Flagged forChameleon?

Chameleon

InsertSuccessful?

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 Recordw/ Activity #

&Flag record for Clean up

Geospatial Information ServicesGeospatial Information Services

Siebel to MAD WorkflowSiebel to MAD Workflow

Siebel integrates with MAD so it will return a valid address Siebel integrates with MAD so it will return a valid address CSR has the ability to pick from a list of candidatesCSR has the ability to pick from a list of candidates CSR can enter a new address, if one is not returned it is CSR can enter a new address, if one is not returned it is

flagged as non-validflagged as non-valid

Enter AddressReturn

subset ofAddresses

AddressAvailable

Create NewAddress

(Override Flag)

No

Yes Save AddressQuery forAddress

Siebel MAD SiebelSiebel

Geospatial Information ServicesGeospatial Information Services

Overview of Web ServicesOverview of Web Services

Siebel integrates with a web service using ArcGIS 9 Server Siebel integrates with a web service using ArcGIS 9 Server Technology from ESRITechnology from ESRI Web Service 1 - Address ValidationWeb Service 1 - Address Validation Web Service 2 - Point-in-PolygonWeb Service 2 - Point-in-Polygon

Web Service uses XML, SOAP and WSDL protocalsWeb Service uses XML, SOAP and WSDL protocals

BusinessService

MasterAddress

DB

Address ValidationTool

(Web Service)

Request

ResponseVBC

BusinessService

Gov_ProfileDB

Address ValidationTool

(Web Service)

Request

ResponseVBC

Address ValidationAddress Validation

Point-in-PolygonPoint-in-Polygon

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Siebel EnvironmentSiebel Environment

Citizen Web PortalCitizen Web Portal

Citizen Web PortalCitizen Web Portal

The Citizen Web Portal provides constituents the ability to The Citizen Web Portal provides constituents the ability to access the MAC via the Internet.access the MAC via the Internet.

Citizens will submit a service request, search their service Citizens will submit a service request, search their service requests, access directory information, and view frequently requests, access directory information, and view frequently asked questions.asked questions.

Citizen Web PortalCitizen Web Portal

HomepageHomepage

Citizen Web PortalCitizen Web Portal

Submit a Service RequestSubmit a Service Request

Citizen Web PortalCitizen Web Portal

Search a Service RequestSearch a Service Request

Citizen Web PortalCitizen Web Portal

Service Request DetailService Request Detail

Citizen Web PortalCitizen Web Portal

DirectoryDirectory

Citizen Web PortalCitizen Web Portal

Frequently Asked QuestionsFrequently Asked Questions

Questions…Questions…