The Local Government Management Agency (an Irish Government body) is using Sugar to manage customer interactions, email, phone and paper related to a new property tax. From announcement of the new tax in September 2011 to the go live date in January 2012, Sugar has made the process more efficient and customer focused.

1. Solving Biz Problems With SugarExchange
Use Sugar to Collect Tax More Efficiently

2. Tim Willoughby
CTO, LGMA - @timwillo
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 2

3. 5 Business Drivers
The World has to be • SaaS, IaaS, PaaS, Web 2.0 / 3.0, Peer to Peer
on the Cloud • Addressing and Adapting change and to change
• Instantaneous, Online Response from Inter-continental companies
The World is Flat • Digital Supply Chain across Global companies / across the globe
• Environmental Compliance
The world is green • Reduce your own and your companies Carbon Footprint
• Consumers and Workforce - always on - connected anywhere
The World is Mobile • Increased demand and expectation for services
The World of Low • Energy and Cost Efficient Computing and Data Centres
Cost ICT • Flatter Budgets require Efficiencies CAPX and OPEX
Tweet: #SCON12

4. Security is changing
 Security has to be appropriate
 Security has to be measured
 Can have things so secure that they are unusable.
Tweet: #SCON12

5. Open Source is forcing Change
With or Without the Owners / Shareholders
Tweet: #SCON12

7. So far ICT has not fundamentally
changed government
 1990s: lCT expected
to make government
more transparent,
efficient and user
oriented
 2005+: disillusion as
bureaucracy still in
existence
 Open Source will
Help?
Jane E. Fountain – Gov 1.0 – Just Replicating the Silos on the Internet
Tweet: #SCON12

8. Goverment dont always Understand What the
people Want?

9. What governments often Deliver
Tweet: #SCON12

10. Why have Government not done so well?
It is unfortunate that the first
3 letters of eGovernment
are…

11. Development
t
Creativity
Design
Innovation
How do we spot
trends?

13. The
Future
is has to be

14. The World is changing

15. Tweet: #SCON12

16. What has Open Source ever done for us?
Apart from Scale, Enterprise Applications, CRM, ERP, mail, Open
Standards, API’s,
GIS, Office, CMS, Workflow, … …
16
Tweet: #SCON12

17. Open Source Journey so far…
 4 Open Source Workshops – across Government
Well represented
 Open Source Tender
40 Companies, Desktop, BackOffice, GIS, CMS, CRM, Doc Mgmt
 Open Source Team in LGCSB
Meath Alfresco
Cork / Wicklow Drupal
LGCSB LAMP, Sugar
Limerick Zarafa, LDAP
Galway Libre Office
Carlow Asterisk
Kildare GIS
Workshops Experience – Reduce Barriers
South Dublin Ushahidi, EverGreen, Drupal
FixYourStreets Usahaidi / Sugar
Tweet: #SCON12

18. Open Source.. a new form of common
sense?
 “Every social stratum has its own “common sense” and
its own “good sense,” which are basically the most
widespread conception of life and of men.
 Common sense is not something rigid and immobile, but
is continually transforming itself, enriching itself with
scientific ideas and with philosophical opinions which
have entered ordinary life...”
Antonio Gramsci. Selections from the Prison Notebooks (London:
Lawrence and Wishart, 1971), 326
Tweet: #SCON12

19. OSS Working Groups
 CMS
 CRM
 GIS
 Doc Mgmt
 Email
 Database
 Desktop / LTSP (Virtualisation)
 Telephony
 Open Standards
 Archive
Tweet: #SCON12

20. Decision Making
 Household Charge
Minister Delays
3 Months to build the CRM
Strong Opposition
Had existing ITIL Service Desk
ITIL Track Issues – needed to track people
Tweet: #SCON12

21. Why CRM
 Interactions with Citizens
 Manage unknown activity and Growth
 Reporting on Interactions
 Simple Interface
 Workflows
Tweet: #SCON12

22. Why Sugar
 Easy to use
 Easy to Install
 It’s a Platform
 Not just a CRM
 Information Management
 Customer Interaction – rather than Ticket
Management
 Out of the Box Flexibility to dynamic scalability.
Tweet: #SCON12

23. Or Wizards
Thanks to
SUGAR….
CRM is now
Mainstream
Tweet: #SCON12

24. Our SugarCRM in the Irish News
Tweet: #SCON12

25. More Sugar CRM in the Irish News
Tweet: #SCON12

26.  Started Jan 1st
 Over 200,000 Records since then
160000
140000
120000
100000
80000
60000
40000
20000
0
Tweet: #SCON12

27. Detail and Demo
 Rhoda Kerins
Tweet: #SCON12

28. Rhoda Kerins
Project Manager
LGMA
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 28

29. Background to Project
10 Weeks to.......
 Define business processes
Legislation in progress
 Design CRM
 Develop workflows
 Implement LAMP infrastructure
 System Test
 Implement live for Jan 1st 2012
 Piece of…….…… Sugarloaf?
Tweet: #SCON12
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 29

30. HC CRM Business Objectives
 To provide a single point of contact for the HC client
 Provide interface for Bureau Operators to:
Manage email
Log Calls
Log Mail
 Efficient – Speed of use essential
 Cost effective
 Provide statistics through reports and queries
Tweet: #SCON12
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 30

31. Tweet: #SCON12
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 31

32. Tweet: #SCON12
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 32

33. Modules and Menus
Tweet: #SCON12
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 33

34. Tailored to User
Tweet: #SCON12
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 34

35. User Dashlets
Tweet: #SCON12
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 35

36. Infrastructure Overview
Tweet: #SCON12
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 36

37. Challenges
 Keep it the same as....
 Resistance to OS
Change minds
Change set minds
Change minds set against change
Infrastructure implementation
 Time scale
Phased Implementation
Tweet: #SCON12
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 37

38. Successes
 Management of Email and Cases
 Ease of access to customer information
 Ease of use
Consistency across modules
 Adaptability of Sugar
 User Acceptance
 Stability and Performance
 Changed attitudes
 Further development – DWW Charge
Tweet: #SCON12
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 38

39. Conclusions
 Reduced costs
 Strengths
Integrated data
Ease of use
Adaptable
Stability
Performance
 Recommendations
Define desired outcome
Determine how best it can be delivered within the core
modules
Keep it simple to begin with and build on it
Tweet: #SCON12
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 39

40. Future
 Septic Tank Tax
500,000 txn
 Second Home Tax
300,000 txn
 FixYourStreet
Huge growth
Tweet: #SCON12

41. Submit Session Feedback
Select the SugarCon Mobile App:
1) Tap on this session
2) Tap on survey
3) Submit your feedback
*Prizes for attendees who submit session feedback using the Mobile App
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 41

42. #SCON12
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 42