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SAP Transformation
Glyn EvansCorporate Director of Business Change
2
The City– The largest UK local authority
– 1 million citizens, 30% minorities (>50% by ????)
– 391,000 households, 30% social housing
– Cradle of industrial revolution but suffered from decline inmanufacturing
– Reinventing itself around knowledge and service economies
Birmingham City Council
The Council– Inventor of modern municipal Government
– 120 councillors
– 40,000 non-teaching employees
– An annual budget of £3.5 billion
– 5000 customer facing staff
– Over 1000 locations - £1.4bn property portfolio
Our digital ambitions
ExternalInternal
Business transformation Digital Birmingham
Birmingham’s objectives
The world to be:– customer comes first
– managers and staff serveBirmingham people whereverthat is needed
– we solve people’s problems
– collaboration and decisionmaking asnear front line as possible
– we have excellent, cost effectiveservices
– we have high levels of jobsatisfaction
Council key outcomes:– Succeed economically
– Stay safe
– Be healthy
– Enjoy a high quality of life
– Make a contribution
– Raising our game
Delivered byBusiness Transformation – changing what we do
Organisational Development – supporting staff to do it
Business transformation objectives
Step-change in service quality
Improved efficiency
Increased job satisfaction
The challenge
Less than half transformationalchange programmes achieve their
objectives
Lack of leadership and engagement at senior levelsMethodological failuresInadequate resourcing (capability and capacity)
Service Birmingham overview
New joint venture company, Service Birmingham:– Formed April 2006
– Ownership approx two-thirds Capita, one-third BCC
– Staff trust to receive 5% of profits (limited to community and general staffdevelopment purposes)
Exclusive contract for the delivery and support ofICT infrastructure– Commitment to achieving top decile performance within two years
Non-exclusive contract for supporting business transformation withinthe CouncilTransformation projects enables by SAP and delivered by HCL-Axon
Secondment staffing model
Business transformation
A corporate programme of radicalservice redesign impacting on allbusiness areas
A key way of supporting thecorporate programme
9
Service Birmingham
What is Service Birmingham?
– A joint venture between BirminghamCity Council (BCC) and a consortiumled by Capita.
– BCC transferred their internal ICTand business transformation staffover to Service Birmingham at itsincorporation
– Service Birmingham is the preferredsupplier of BCC for theirtransformation work
Objectives the Joint Venture– To enable BCC to achieve £1bn
Savings over the next 10 years
– Become recognised as a provider ofworld class ICT and BusinessTransformation services
– Provide strong customer focus toenable Service Birmingham torespond to the Councils’ strategicand tactical needs
– Achieve social and economic targets
– Create 800 new jobs in a BirminghamBusiness Centre
– Develop a reputation as a partnershiprecognised for excellence
Business transformation programmes
Excellence in InformationManagement Working for the Future Excellence in People
Management
Corporate ServicesTransformation Customer First
Children, Young People &Families Adults
Housing Environment
Realising more than £2 billion of benefits (£1.424 billioncashable) over ten years for an investment of £591 million
11
Corporate Services (CST)
CST will deliver key outcomes for the City:– radically improve the efficiency of finance and procurement services
• total benefits of £826m
– drive more consistent, efficient and effective management of 3rd party spend
– strategic framework for business and financial planning to improve resourceallocation
– simplify, optimise and standardise the accounting process
Based on SAP ECC, SRM, BI and PI TechnologiesHCL Axon SAP partnerIt was the “lead” transformation programme, first to “go-live” inOctober 2007500 staff involved in change workshopsOver 4,000 staff trained in SAP
SAPSRM 5.0SAP
SRM 5.0
cProjects /cFolders
cProjects /cFolders
3rd Party3rd Party
DocumentManagement
(Documentum)
DocumentManagement
(Documentum)
SAP Netweaver 2004sSAP Netweaver 2004s
ProcessIntegration (PI)
ProcessIntegration (PI)WorkflowWorkflow
SAP ERP ECC6.0SAP ERP ECC6.0
GeneralLedger
GeneralLedger Finance /
Controlling
Finance /Controlling Project
Systems
ProjectSystems Asset
Accounting
AssetAccounting
FundsManagement
FundsManagement Treasury
Management
TreasuryManagement Accounts
Payable
AccountsPayable
FI-CA(Contract
Accounting)
FI-CA(Contract
Accounting)
Sales &Distribution
Sales &Distribution
SAP BI 7.0SAP BI 7.0
BusinessIntelligence(reporting &analytics)
BusinessIntelligence(reporting &analytics)
CorporatePerformanceManagement
(SEM)
CorporatePerformanceManagement
(SEM)
IntegratedPlanning (IP)
IntegratedPlanning (IP)
SAPNetweaverPortal 7.0
SAPNetweaverPortal 7.0
Self-ServiceProcurement
Self-ServiceProcurement
PlantMaintenance
PlantMaintenance
ContractManagement
ContractManagement
MaterialsManagement
MaterialsManagement
GrantsManagement
GrantsManagement
SolutionManager
SolutionManager
TimeRecording
TimeRecording
TenderManagement
TenderManagement
SAP MDM 5.5SAP MDM 5.5
SRMCatalogue
Management
SRMCatalogue
Management
CST SAP application architecture
Customer First - The challenge
.
.
Simplicity: Now…
the more vulnerable and disadvantaged people who mostneed a service find it hardest to access what they want
Personal Service: Now…
satisfaction is currently 59% - we need to know what drives itto improve
Professionalism: Now…
inconsistency of response times, quality standards, data - ourbuildings are not welcoming, safe, accessible andconvenient
Efficiency: Now…
organising by service means we “process” customers manytimes over
Customer First - The vision
.
.
Simplicity: Imagine…
if the customer hadn’t been passed from pillar to post, and theycould easily access services using the method they prefer at aconvenient time
Personal Service: Imagine…
being able to tailor services to our customer’s needs, knowing whatdrives their satisfaction and how to resolve the causes of contactand complaints
Professionalism: Imagine…
if our staff delivered a consistent high quality of customer serviceevery time in a safe and welcoming environment
Efficiency: Imagine…
solving most of our customers problems there and then, at the firstpoint of contact, and being able to track enquiries through to delivery
15
Customer First – The outcomes
Simple and convenientaccess to services
More transactionscompleted at firstpoint of contact
Trackingtransactions from point of
contact to delivery
Consistent & improvedstandards of customer
handling
Stronger culture ofcustomer focus
More proactive use ofcustomer information
Customer First will deliver thefollowing outcomes
Putting customers at the heart of everything we do
Go
Customers will be able to register and login to their secureaccount to manage their Council-related affairs
16
Customer Login:Giving customers access to their
secure account to transact with the Council
ILLUSTRATIVE
Putting customers at the heart of everything we do
Once logged in, customers will access their personalhomepage with access to their transactions and statements
17
Customer Home Page: Secure, personalised page for every customer
My homepagenavigation to keepyour personaldetails up to dateand view yourtransactions
1 click access totransactions,bookings, forms andstatements
Personalisedcampaigns targetedto the customer
Quick 1-click access tomost common services todrive channel shift, pre-populating forms withcustomer details
Go
ILLUSTRATIVE
Upgrade your account(by verifying youridentity) to accessmore secure services
Putting customers at the heart of everything we do
Clicking ‘My Requests’ allows customers to view their owntransactions submitted across all channels
18
Customer Portal: Viewing your transaction history across channels
My homepagenavigation to keepyour personaldetails up to dateand view yourtransactions
1 click to view fulldetails of thetransaction
Easy to view statusand due dates foreach transactionGo
ILLUSTRATIVE
Putting customers at the heart of everything we do
1-click access to view and act on specific transactions,bookings and statements
19
Customer Portal: Viewing a specific transaction
Details of thetransactionincluding status,service due dateand escalations
Easy access buttonsto Enquire, SendFeedback, Updateand Cancel atransaction
Ability to view fulldetails of originaltransaction
1-click access torelated transactions
Go
ILLUSTRATIVE
Customer First - Overall Architecture
BW/SEM
Finance Reporting& Planning
CRM &Telephony
SAP CRM
ServiceCatalogueService
Catalogue
BookingsBookingsServiceTickets
ServiceTickets
CustomerMaster
CustomerMaster
Web logicCitizen Portal
Registrationand
Authentication
Registrationand
Authentication
Applicationand Bookings
E-Forms
Applicationand Bookings
E-Forms
OnlinePayments
OnlinePayments
Cus
tom
er W
ebIn
tera
ctio
n
SAP Portals
Single Sign-on
Single Sign-on
Role BasedAccess to
Applications
Role BasedAccess to
Applications
XI - EAI
InterfaceManagement
InterfaceManagement
Legacy ApplicationsLegacy Applications
SAP ECCr
AccountsReceivableAccounts
Receivable
CustomerMaster
CustomerMaster
PaymentProcessingPayment
Processing
Bank RecBank Rec
‘One Account’‘One Account’
Fatwire
KnowledgeManagementKnowledge
Management
Telephony Con
tact
Cen
tre
and
F2F
Inte
ract
ions
CallroutingCall
routing
CallHandling
CallHandling
WorkforceMgt
WorkforceMgt
SAP MDM
SingleCustomer
Record
SingleCustomer
Record
Legacy ApplicationsLegacy Applications
Queue Mgt
Bus. ObjectsData Integrator
Customer First - SAP architecture
SAP CRM 2007
PI 7.0
SAP BI 7.0SAP Portals7.0
KnowledgeManagementKnowledge
Management
CollaborationCollaborationInteraction
Service OrderMgt
InteractionService Order
Mgt
InteractionResourcePlanning
InteractionResourcePlanning
MarketingSegmentationand List Mgt.
MarketingSegmentationand List Mgt.
MarketingCampaignsMarketing
Campaigns
ApplicationIntegration
ApplicationIntegration
ProcessIntegrationProcess
Integration
ServiceReporting
IntegratedPlanning
CustomerMaster andContacts
CustomerMaster andContacts
InteractionInstalled Base
Mgt
InteractionInstalled Base
Mgt
Campaigns StrategicScorecards
SAP MDM 5.5
DataGovernance
DataGovernance
DataConsolidation
DataConsolidation
DataHarmonisation
DataHarmonisation
Business ObjectsXI
ETLETL
Data ProfilingData ProfilingDashboards
SAP ECC
CustomerMaster
CustomerMaster
SalesSales
AccountiingAccountiing
Delivery skills – HCL Axon
Roles Avg Exp Key Skills/Experience
ProgrammeManagement
10 Yrs + Large scale, multi partner deliveryexperience.
SolutionArchitecture
10 Yrs + Complex SAP landscapes, with diverserange of legacy applications
Functional Design 7 Yrs + SAP CRM with J2EE design experience
Development 3 Yrs + SAP CRM, Java and Oracle Weblogic
Change 7 Yrs + Org change experience in public sector
Support skills
Support Level Key Skills
1st Generically skills advisors work across applicationto diagnose problems.Agent guidance helps resolve straightforwardqueries at first point of contact.Typically less than 3 mins per query.
2nd Application generalists resolve more complexqueries and perform complex diagnosis.Typically 3 mins +
3rd Applications specialists with configuration anddevelopment skills resolve complex queries thatrequire modifications to the underlyingapplications. 3 years plus experience in SAPconsultingTypically 20 mins +
Creating a consistent approach fortransformation
StrategicNeed Visioning
Phase 3 Phase 4 Phase 5 Phase 6 Phase 7
Identifying & PlanningTransformation
Transforming Services Realising Benefits
Programme & Project Management
TransformationShaping
&Planning
CommonDesign
ServiceCreation
&Realisation
Proving&
TransitionConsolidation Continuous
ImprovementStrategicOutcome
TransformationInitiation
InitiatingChange
Phase 2Phase 1Phase 0
Transforming Public Services
Reduce the cost ofdelivery and implementation
Ensures quality & consistencyacross the transformation
programmes
Provides a structured& professional
approach to transformation
Improves programmeplanning
Helps manage programme risk Adds rigour to programmecosting
Reduces rework &reinvention
Provides a repository forbest practice as it is developed
within the Council
Creating a consistent approach fortransformation
StrategicNeed Visioning
Phase 3 Phase 4 Phase 5 Phase 6 Phase 7
Identifying & PlanningTransformation
Transforming Services Realising Benefits
Programme & Project Management
TransformationShaping
&Planning
CommonDesign
ServiceCreation
&Realisation
Proving&
TransitionConsolidation Continuous
ImprovementStrategicOutcome
TransformationInitiation
InitiatingChange
Phase 2Phase 1Phase 0
Transforming Public Services8 Phases50 Stages500 Activities
– each activity has associated deliverable(s)
Supporting information– examples, templates, “How to”
– tools, techniques
– e-learning, website
Fully supported by Centre of Excellence– Independent quality assurance
– Integrated programme and project management
Placed in the public domain
glyn.evans@birmingham.gov.uk
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