Aurora & CRM
North Somerset Council
Dave Burdge
Corporate Information manager
Statmap at NSC - history
• Earthlight / Aurora installed in 2012
• used at all levels, including councillors/
senior managers
• sustained growth - awareness and usage
• supporting innovation and savings
– ‘live’ CTAX vacancies and voids
– property asset collaboration
– local segmentation (property level)
Earthlight
• 400+ users per month (33% of total users)
• live links to core systems
– streets and open spaces (inc waste)
– care homes / domiciliary care
– environmental Health
– bridges and structures
• scheduled imports from others
– M3 (planning / building control)
– CTAX
Aurora
• 300% increase in use over previous solution
• ‘traditional’ and mobile versions
• key configurations include
– Local Land Charges portal (250+ layers)
– planning constraints
– heritage
– local plan (+ South Glos)
– contact centre (CRM)
Aurora + CRM
• Aurora provides mapping for NSC contact
centre (Microsoft Dynamics CRM)
• reporting
• selecting a point on a map
• selecting an existing asset/feature (e.g.
street lights
• linking to an existing call
• viewing – showing existing calls
call logging process
call logging – phone / e-form
map location
call logged into CRM
pass into back office
call resolution
telephone transactions
Location search…
…or drop pin
telephone transactions
Select location, feature or
existing call
telephone transactions
help text if required…
One click
select
Self Service
• NSC website ‘report it’ forms
• library of forms for members of the public
to submit information in a controlled way
• Aurora set to resize for mobile devices
(though forms currently don’t…)
Self Service
Library of
‘report it’ forms
Self Service
link to Aurora
Self Service
Location search…
…or drop pin
Self Service
One click to report
and redirect
how does it work?
• Aurora workflow controls
– layer visibility
– select location (free or ‘jump’ to)
– Redirect
• Aurora live and test scripts for each type of
problem (e.g. fly tipping, dog fouling)
Redirect workflow
• for all new points, the redirect URL passes
information e.g. UPRN, USRN, X, Y, etc.
• contact centre operator completes script
• information passed to back office
Earthlight + CRM
• one Earthlight map used for all CRM scripts
• splits into each incident type using filters on
the main table
• key elements
– ‘URN’ layer - a combined database view of BLPU
polygons + highways adoption extents
– layers to ‘jump to’ when selecting a location
• enables a live view of CRM calls for analysis
/ reporting
the future?
• replacing CRM with a single central corporate
repository
• big data = opportunities
–
–
–
–
holistic view of corporate data
enforced quality controls
better visualisation
dynamic analysis and reporting
• access to more external data – WMS / WFS
• transformation and partnership projects
who knows where we’ll go next…
Questions?