1. ICT tools: designed and developed for applicants support Daniel Foltýnek Date: Place: 2009-06-16 INFORM Meeting

2. Who we are? Setting the stage Regional Council is the Managing Authority of the Regional Operational Programme (ROP) We operate in the Moravia-Silesia Cohesion Region, Czech Republic (Ostrava). ROP supports local and regional infrastructure, ERDF allocation is more than 716M EUR.

3. Where is Ostrava? Google it!

4. Overall responsibility for implementation Regional Council is the only body implementing ROP. (Consists of Office, Committee and Chairman.) Structure of the organization is process-oriented and covers all of functions. Process of marketing and consultancy support is on the same priority level as the project selection or payment.

5. Value chain of the project applications Information support Project's Selection Project's Implementation Project's Payments

6. Design of the applicant's support Clear responsibility: department of marketing. Definition of the goals – client and financial perspective. Key service: project consultancy. Most effective way to support it: implementation of ICT tools (systems), supporting the key functions of the process.

7. Requested result: simply and effectively System design solves the most logistic and personal sensitive operations of the project consultancy service: project registration, meeting booking and request forwarding. Parts of the jigsaw: web (CMS), CRM system and call centre.

8. Design scheme CMS: Content management system CRM: Customer relationship management

9. Selection of meeting date (after login) - Applicant Possibility to select date and time of the meeting – Consultants offer some free slot via MS OUTLOOK

10. Project details - Applicant Applicants have to fill in all of the project details (project type, investment costs, deadlines etc.). The form is very simple and brief.

11. E-mail confirmation - Applicant Project and meeting details are sent via e- mail, date and time is set and applicant is welcome

12. Meeting booking – consultant Meeting is placed into consultant's MS OUTLOOK calendar Time slot is taken and no longer offered

13. Interconnection with CRM system Meeting is registered as „activity“ into CRM system

14. Interconnection with CRM system Project can be also converted info „potential project“

15. All information in one place! We store all relevant information in one place – personal details, organization details, interactions (meetings, phone calls, e-mails) and potential projects.

16. All information in one place - sample Meetings Projects Phone calls Personal info

17. Sample: e-mails

18. Sample: projects

19. Sample: phone calls history (call centre)

20. Benefits for applicants Logistic of the service is effective and simple – applicants can book a time slot on-line up to their needs and possibilities All of data are stored and shared with us – consultancy support can be punctual and on- demand.

21. Benefits for Regional Council We are able to provide a high level of consultancy service – consultants are better utilized thanks to reduction of „handling“ time. Manager can analyze actual workload. We can analyze absorption capacity, make forecasts and evaluate the Programme.

22. Workload – analyze of „actions“ If the system is set properly, manager can analyze the groups of operations (meetings, phone calls etc.) and customize the service.

23. CRM as a marketing tool CRM is also the place for preparation of marketing campaigns (newsletters, info mails etc.) Recipients are managed there – user profile contains options for receiving e-mails and so on. Many of functions are not utilized yet…

24. Summary New information technologies provide a wide range of tools and interconnections. Public services are able to adopt a best practice from private sector and customize it. So the most important issue is value for money…

25. Thank you for your attention! Daniel Foltýnek Regional Council of the Moravian-Silesian Region daniel.foltynek@rr-moravskoslezsko.cz daniel.foltynek@rr-moravskoslezsko.cz