Hillingdon First Card CRM
Integration
Mark Nangle
Sector (UK) Ltd
One of our strategic relationships is to provide
IT development and support services to
Hillingdon for their CRM system
Where is Hillingdon
Hillingdon Characteristics
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250,000 + Residents
Ethnically Diverse – 30% BME
Home of Heathrow Airport
Home of Brunel University
Hillingdon Systems
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Onyx Oneserve CRM system
Cisco IP Telephony
1 million + contacts / year
100 seat Contact Centre
100 Back Office CRM users
Customer Contact Strategy
• Migrate all customer contacts to Contact
Centre
• Log all contacts in the CRM
• Aim to Close as many calls as possible in
the Contact Centre
CRM data structures
• CRM contains property database, loaded from
LLPG every night
• CRM contains People records matched and
loaded from Council Tax system, HB system,
Housing system etc., each night
• Multiple account records can be held against
each person record, e.g. their Ctax account
number, their HB account number etc.
Contact Recording
• Service Requests with specific subjects
(e.g. Missed Bin Collections) created – for
specific People at specific Properties
• Fulfilment – via integration using account
number to back office systems
• Fulfilment – via call log retrieval
• Fulfilment – the CRM system is the
operational management system
Hillingdon First – the scheme
• Auto enrol all adults in the borough
(150000+)
• Replacement for the Library card
• Parking Concessions
• Access to the Dump
• Local shop discounts
Key Operational Issues
• What data source for mass enrolment?
• How to manage the replacement of MOST
library cards?
• How to manage the initial customer mass
enquiry?
• How to manage the scheme ongoing?
In The CRM
Step 1 - Library
• Some library users in CRM - some not
• Most library users should have card
replaced - but not all (non adults non
residents)
• Issues with different IT networks
• Issues with different address standards
Library Processing 1
• Get extract files produced by Library system
providers (Sirsi Dynix) of all Library user records
(60,000)
• Arrange for transfer between networks
• Match library property records (PAF) to LLPG
records in CRM
• Match existing libray people records to CRM
people record
• Insert new library people records into CRM
Creates our initial data source
Mass Enrolment
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Define our rules for ordering a card
Produce the card creation data – 150,000+
Send data off
Get responses back
Add the Smartcard Number to the person
record as an Account in CRM
• Some scale and therefore timing issues
Library Processing 2
• 40000 library cards to be replaced
• Needed to cancel current card and add
Hillingdon First number to S. Dynix system
• Library account number replacement
process to coincide with delivery of card
• Lots of timing / scale issues
But scheme launched, sit back and relax?
Initial Weeks
• Greatly increased call volumes
What’s this card for?
How do I get a card?
I don’t want a card etc..
Ongoing steady state processing
• New card, Replacement card, Cancel card
• All logged as different types of incident in
CRM
• Each night incidents gathered and
transmitted
• Responses received and accounts
updated in CRM
• Where required Library system updated
with card number - synchronisation
High Level Interfaces
On Going Processing Summary
• CRM system is Councils internal Card
Management System
• Holds and manages all card transactions
from Library, Telephone callers, Web site
• Pushes data to allow easy Library
enrolment for residents
The First Year (nearly)
• 22000 new cards issued since launch–
roughly 50 / 50 web and telephone request
channels
• Demand peaks when new services added
– e.g. leisure concessions
• Managed by 0.5 FTE increase in contact
centre
Future Developments
• More automation when residents arrive /
leave borough via Council tax
developments
• Maybe use as a platform to build on
transactional web services
• Youth Card
Mark Nangle
Sector UK
Hillingdon Council
Questions?