1. Making it Easier.... Steve Sheppard Managing Director, Asidua (GB) Limited Tim Peters Head Of ICT, South Gloucestershire Council

2. Copyright Asidua 2010 © Making it Easier Steve Sheppard, Managing Director, Asidua (GB) –Asidua Introduction –Customer Contact and Service Delivery What is possible –Self Service –Contact Centre –End to End Service Delivery –Mobile Fulfilment What are the benefits and savings Tim Peters, Head of ICT, South Gloucestershire Council –Service Review Programme Objectives & Process Benefits and Savings

3. Copyright Asidua 2010 © Who are Asidua? Asidua Group Belfast HQ Asidua Group Belfast HQ Asidua GB Asidua Ireland Asidua Ireland Reduce costs Improve service

4. Copyright Asidua 2010 © Customer Contact and Service Delivery CustomerAdvisor ManagerBack Office Useful and responsive Service AccessInformation Access More effective at helping customers KnowledgeJoining-up Deliver Transformation Customers get the services they asked for

5. Copyright Asidua 2010 © Customer Contact Platform

6. Copyright Asidua 2010 © CCP in Local Government (Team Lancashire)

7. Copyright Asidua 2010 © CustomerAdvisor ManagerBack Office Service AccessInformation Access KnowledgeJoining-up CCP in Local Government (Team Lancashire) True Self Service Access to information Status Unified Intelligent Desktop Guided & Automated Process One & Done Consistency Performance & Satisfaction Cost Effective Connected Process Improvement Shared Information

8. Copyright Asidua 2010 © CustomerAdvisor ManagerBack Office Service AccessInformation Access KnowledgeJoining-up CCP in Local Government (South Glos Council) Self Service Portal Dynamic Interaction One & Done Unified Desktop Service / Forms Driven Efficient Management Info Consistency & Quality Major Operational Savings Integrated Information Complete Monitored

9. Copyright Asidua 2010 © Typical Customer Contact Process

10. Copyright Asidua 2010 © Efficient Integrated Process

11. Copyright Asidua 2010 © Self Service

12. Copyright Asidua 2010 © Self Service – Abandoned Vehicles

13. Copyright Asidua 2010 © Contact Centre – Abandoned Vehicles

14. Copyright Asidua 2010 © CRM Good at: Customer Relationship Management Not so Good at: Delivering services CRM shouldn’t make things difficult So use it for what it’s good for!

15. Copyright Asidua 2010 © Management Information & Business Intelligence

16. Copyright Asidua 2010 © Mobile

17. Copyright Asidua 2010 © Benefits Save money Deliver more with the most cost effective resources Achieve the benefit quickly (3 months) Cost Reduction Self Service Service Delivery Performance and Responsiveness Customer Centricity Service Portal Multi-Channel and New Channels Master Data Management New Capabilities Tell Us Once One & Done Management Information and Business Intelligence Compliance Maximise use of current assets Enable Shared Services Mobile Access Future Proof

18. Copyright Asidua 2010 © Contacts: Steve Sheppard Asidua (GB) Limited The Oracle Building Blythe Valley Park Solihull B90 8AD Tel: +44 (0)121 506 9565 Fax: +44 (0)121 506 9561 technology-gb@asidua.com