| Priority Outcome |
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| Reference: | G24 |
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| Title (unofficial): | Integration of CRM with back office using workflow |
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| Category: | 14. Doing business with the council |
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| Suggested Sponsor(s): | Chief Executive |
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| ODPM desc: | Integration of customer relationship management systems with back office activity through use of enabling technology such as Workflow to create complete automation of business process management |
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| IDeA guidance: | To fulfil the requirements of this outcome councils must be using technology to streamline and automate their corporate business management processes to make them more efficient. It is recognised that such a business transformation is not going to happen overnight. Out of all the priority outcomes, it may be said that this looks to be one of the more difficult to implement within the required timescales. This could be true, but it may well be the one that can give the most benefit to customers and the council alike.
This outcome requires local authorities to make a link between CRM systems and back office processes using workflow. The automation of administrative processes in this way offers considerable scope for efficiency gains and associated improvements in service quality. In this regard it is important to see workflow as a key element of the eorganisation. The Enterprise Workflow National Project offers a toolkit to support the implementation of Enterprise Workflow.
As a minimum level of achievement, authorities should aim to have delivered a first phase construction of enterprise workflow tools and methods to help join up people and applications across the organisation, i.e.
- Prioritisation and cost/benefit analysis for initial workflow implementation;
- Process mapping of an initial batch of workflows for selected services (5 or 6);
- Commencement of workflow implementation and business process re-engineering of selected services (5 or 6).
A key facilitator for this will be a fully integrated back office architecture, probably involving the use of a middleware message broker with adapters to back-office systems and integrated CRM and Workflow systems – although other technical solutions with similar functionality will be acceptable. |
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| ESD Toolkit: | Click here for relevant ESD-Toolkit page | |
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| Nat Projects: | Data is no longer maintained | |
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| Partnerships: | Data is no longer maintained | |
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| Products: | Data is no longer maintained |
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| Other links: | |
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| Technology components: | A - Customer Database
B - Customer Tracking
C - Data Warehousing
D - Middleware & Web Services
E - Workflow, Messaging & e-Forms
F - Document & Records Management
G - Content Management
H - Security, Authentication & Smartcards
I - e-Payments
J - e-Procurement
K - Geographic Information System
L - Local Land & Property Gazetteer
M - Access Channels |
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| URL for this page: | http://www.brent.gov.uk/egr.nsf/POByRefLP/G24 | |
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