CANADIAN FORCES PERSONNEL SUPPORT AGENCY AGENCE DE SOUTIEN DU PERSONNEL DES FORCES CANADIENNES Serving those who serve À votre service

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 transfer  Community 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 Passport  Pan 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?