SugarCon Speaker tim willoughby

Tim Willoughby

CTO, LGMA @timwillo

04/08/2023 ©2012 SugarCRM Inc. All rights reserved. 1

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Local Government

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5 Business Drivers

• SaaS, IaaS, PaaS, Web 2.0 / 3.0, Peer to Peer• Addressing and Adapting change and to change

The World has to be on the Cloud

• Instantaneous, Online Response from Inter-continental companies• Digital Supply Chain across Global companies / across the globeThe World is Flat

• Environmental Compliance• Reduce your own and your companies Carbon FootprintThe world is green

• Consumers and Workforce - always on - connected anywhere• Increased demand and expectation for servicesThe World is Mobile

• Energy and Cost Efficient Computing and Data Centres• Flatter Budgets require Efficiencies CAPX and OPEX

The World of Low Cost ICT

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Security is changing

Security has to be appropriate Security has to be measured Can have things so secure that they are

unusable.

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Open Source is forcing ChangeWith or Without the Owners / Shareholders

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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

Goverment dont always Understand What the people Want?

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What governments often Deliver

Why have Government not done so well?

Taking theego out of

egovernment

It is unfortunate that the first 3 letters of eGovernment are…

Innovation

Cre

ativ

ity

Design

tDevelopment

How

do we spot

trends?

The Future is has to be

The World is changing

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What has Open Source ever done for us?

16

Apart from Scale, Enterprise Applications, CRM, ERP, mail, Open Standards, API’s, GIS, Office, CMS, Workflow, … …

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Organisational View of Open Source…

And CRM…..

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Open Source Journey so far…

4 Open Source Workshops – across GovernmentWell represented

Open Source Tender40 Companies, Desktop, BackOffice, GIS, CMS, CRM, Doc Mgmt

Open Source Team in LGCSBMeath AlfrescoCork / Wicklow DrupalLGCSB LAMP, SugarLimerick Zarafa, LDAPGalway Libre OfficeCarlow AsteriskKildare GISWorkshops Experience – Reduce BarriersSouth Dublin Ushahidi, EverGreen, DrupalFixYourStreets Usahaidi / Sugar

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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

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OSS Working Groups

CMS CRM GIS Doc Mgmt Email Database Desktop / LTSP (Virtualisation) Telephony Open Standards Archive

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Why CRM

Interactions with Citizens Manage unknown activity and Growth Reporting on Interactions Simple Interface Workflows

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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.

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8 Months ago….

Met with Clint Oram… “You’ll have a challenge” “Timeline is tight” “Delighted to help…”

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Biggest Issues…

Governance Timeline Resistance from the

Traditionalists.. Fear of the Unknown Project Management

Methodology not used to Agile / Scrum – ( or will never be used to it)

SugarCRM still a “new” product in Ireland

Risk of not going with “mainstream” CRM – Big Blue…

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So what was the problem...

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GOVERNMENT MUST CHANGEADAPT

THINK AND ACTDIFFERENTLY

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SugarCRM - Counter Culture for Government?

Platform rather than ProductCustomisation ability out of the boxWisdom of CrowdsOngoing BetasMany devices

Government Preferences• Product Driven – Silo

approach• Use what we give you• Silo Source, Silo

Customers• Wisdom of the Centre• Big Deliveries• PC driven

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Decision Making

Household ChargeMinister Delays3 Months to build the CRMStrong OppositionHad existing ITIL Service Desk

ITIL Track Issues – needed to track people

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Or Wizards

Thanks to SUGAR….CRM is now Mainstream

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Our SugarCRM in the Irish News

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More Sugar CRM in the Irish News

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Started Jan 1st

Over 280,000 Records since then

Advertising Campaigns

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Future of Sugar in LGMA

Currently Interface with email, Paper and Phones –

NextInterface directly with PBXScanning Interface to remove Paper quickerSocial Media Interface - Twitter in / OutManage Campaigns, for Future TaxationContact Future Householders re Next Year TaxIntegrated Account for HouseholdersOnline Interface directly to CRM

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Detail and Demo

Rhoda Kerins

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Future

Septic Tank Tax500,000 txn

Second Home Tax300,000 txn

FixYourStreetHuge growth

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It was OK when it left Belfast!

Quality of Service - can be viewed from many perspectives

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