CANADIAN FORCESPERSONNEL SUPPORT AGENCY

AGENCE DE SOUTIEN DU PERSONNELDES FORCES CANADIENNES

Serving those who serve

À votre service

NON PUBLIC PROPERTY BOARD OF DIRECTORS

Document # 03d-06

CONSEIL D’ADMINISTRATION DES

BIENS NON PUBLICS

Decision Requested

To provide preliminary project approval (PPA) for the M&W CRM project

To provide effective project approval (EPA) for $1.6 M dollars in funding during FY 06/07 to allow initial program implementation including the mess back office system, M&W program management modules and the Community Gateway

To note requirement for retroactive public reimbursement for public share (like the Re-Cap Program)

Morale and Welfare Customer Relationship

Management (CRM) Program

About how customers / businesses interact

The private sector CRM ‘buzz’ is using automation to ‘exploit’ customers

The NPP CRM ‘Buzz’ is all about “Serving those who Serve” better

The M&W Business Today

From the Customer Viewpoint: Customer treated/viewed differently at every activity/program –

no cross program awareness – the customer must provide same basic information at every outlet, program, activity

Burdensome in/out routines

Bill payment/processing is complex

Difficult to obtain program information Missed program opportunities (e.g. arrive at new base to find programs fully

booked)

Confused customers – not aware of linkages among all programs (only one NPF, but presented differently)

The M&W Business Today

From the Administrative Viewpoint: Manual processes for activities that are easily automated

( e.g. mess admin, mess bills) No common processes – between bases and in some cases

between like activities at the same base No national standards, or systems Next to impossible to generate National program management

info Workload created by in/out clearances Multiplicity of bills (no sharing of info, e.g. bad debts) Cumbersome communications – how to reach the customer

(different for each activity)

The M&W Business Today

Administrative Viewpoint (cont.): Duplicative processes / manual handoffs (e.g. mess bill,

processes in the Mess, at NPF accounts and in the Military pay office)

Lack of awareness of activities and events across programs – conflicting schedules, booking of facilities, etc

We treat customers separately at every activity, at every base While there is a similar program structure at every location,

it is presented differently (we confuse our customers)

Potential Solution

Develop a Morale and Welfare / NPP CRM Program that puts the customer first

CRM Developments to Date

The following program management software trials have been successfully conducted at Borden, Esquimalt, Petawawa, Kingston and Trenton:Mess Back Office Automation – with electronic data

transferCommunity Recreation -- Automation of registration,

booking (facilities), payments, and electronic data transfer for Pools, Arenas, Gyms, Community Centres and associated activities

Partial Single Member Identification across all NPF and all MW programs (NPF Passport)

CRM Developments to Date

Consolidated Billing – monthly NPF statement, all accounts receivable to CFCF, processing through Military Pay System as a single deduction

Community Gateway – All web sites with a common look, feel and layout – provides community information, club / activity information integrated with a business planning tool. The Community Gateway will lead to on-line program registration

• Recreation process diagram

CRM System Components (cont.)

Challenges Remaining

Development of:The NPF PassportPan NPF Loyalty Program

Shared Public / NPF Project

Basic Program Management for Messes, Pools, Arenas Gyms and Community Centres is a Public Responsibility

Detailed Program Management for Base Fund Activities, Specialty Interest Activities and CANEX is an NPF Responsibility

Decision Requested

To provide preliminary project approval (PPA) for the M&W CRM project

To provide effective project approval (EPA) for $1.6 M dollars in funding during FY 06/07 to allow initial program implementation including the mess back office system, M&W program management modules and the Community Gateway

To note requirement for retroactive public reimbursement for public share (like the Re-Cap Program)

Questions?