Agenda
- Introductions, Overview of City Of Casey, Transformation Agenda & Customer Centric Casey Program – 10 Mins
- Vendor presentation – 90 Mins
- Q & A – 20 Mins
Overview
Introduction to the City of Casey
- Financial position
- Demographics
- Casey project outlines
- CRM project outline
Conference Room Pilot (CRP)
- Description of use cases
- Mandatory demo vendor requests
- Mandatory narrative description vendor requests
- Optional vendor requests
Four use cases to demonstrate
- Each include these assets to describe them:
- Use case narratives for each current state and redesigned workflows
- Interface redesign views
- UML diagrams
- Personas, internal and external
- CRM modules required to be demonstrated
- User interfaces for each use case actors
Council Snapshot
City of Casey
Population | 360,000+ |
Density | 832.3 persons per km2 |
Established | 1994 |
Area | 409 km2 |
Region | Southeast Metropolitan Melbourne |
A strong financial position to pursue renewal
Source: casey.vic.gov.au
Population growth
Source: profile.id.com.au
Key points:
Large numbers of families and smaller numbers of single dwellings
Key points:
- High numbers of homes primarily speaking languages other than English.
- Most spoken: Sinhalese, Punjabi, Dari, Mandarin, Hindi
Current state of Casey
- Siloed operations
- No fit for purpose CRM
- Legacy software including ERP, HR, Payroll, Asset Management
However
- New ELT and CLT to drive Innovation and Transformation
- Core Transformation Team, PCI Based Change Teams, CX Digital and Service Design teams
- Looking to pursue a EPMO model
Summary future state architecture
CRM Project Scope
CRM areas of interest to City of Casey
Gartner categories of interest to Casey | Included in demo | Mode of inclusion in Demo |
Customer Engagement Centre | Y | Case Management Outlook integration Rules engine |
Digital-first customer service | Virtual Assistant | |
Artificial Intelligence | Visual recognition | |
Digital Experience Platform | Y | Portal |
Multichannel marketing hub | Y | Email marketing VOIP connection |
Real-time interaction management | ||
Field Service Management | Y | Field service |
IOT Platform | Y | IOT devices |
Multi-experience Development Platform | Y | App builder |
Configure, Price & Quote | Y | Third party quotes |
B2C eCommerce | N | N/A |
Content Services Platform | N | N/A |
Business Information | N | N/A |
Vendor engagement model
Use Case Selection
An internal process to align around use cases illustrative of the diversity at City Of Casey:
- Universally recognised importance (internal and external)
- Productivity benefits
- Opportunity for quick win
- Systemic change value
- Total cost of ownership benefits
- Has an existing user journey, previously socialised in council
- PR benefit for Council
- Alignment with customer success approach
Request of vendors in Conference Room Pilot
- Demo of two Use Cases
- Narrative response for two Use Cases
- Four optional vendor requests
- Customer examples
- Customer References, similar Councils
Vendor Request
Mandatory Use Case Demo
Use Case 1: Redacted
Use Case 2: Abandoned Vehicle handling
Council Use Case assets to be provided:
- Overview
- Narratives
- Personas
- Interface visualisations
- CRM modules to focus on
- Interfaces by use case actor
- Diagrams: Use Case, Activity, Sequence
Use Case 1: Redacted
Use Case 2: Abandoned Vehicle
Current Workflow
Abandoned Vehicle
- Complaint received and routed to an Officer
- Officer checks RM for registrations
- Check VicRoads for registration status
- Attend and sight vehicle.
- Photograph all sides of vehicle, any damage and valuables inside car.
- If registration was not provided in RM, conduct registration check on VicRoads website
- If no number plates and Vehicle unlocked, open the door, pop the hood and check for an exposed VIN number.
Registered
- If vehicle parked outside property, knock on door and speak to owner. If owner unknown, door knock surrounding properties to ascertain owner.
- Speak to owner of vehicle. Advise vehicle cannot be parked on Council land for more than 2 months.
- Mark up and then photograph tyre. Mark centre of tyre and circle to road underlining wheel. If unable to ascertain the owner, conduct a mavtel search. Once information on owner received, advise them of legislation.
- Contact the complainant and advise of action.
- Recheck compliance. If vehicle removed, close RM. If vehicle not moved, treat vehicle as unregistered and follow process.
Unregistered
- If vehicle parked outside property, knock on door and speak to owner. Advise that vehicle needs to be removed within 7 days. If unroadworthy within 24 hours and if dangerous, immediately.
- Contact the complainant and advise of action. Add notes to RM and data spreadsheet as required.
- Recheck compliance. If vehicle moved, close RM.
Impound Release
The Abandoned/Derelict Vehicle Coordinator will send the last registered owner of the vehicle, (as per Vic Roads) a Notice of Impoundment. The owner will be given 14 days to collect the vehicle.
Workflow redesign
The Conference Room Pilot demonstration is to be based on this example workflow redesign.
Day | Activity |
1 | Jane Singlemore (Reporter) opens Casey app to report abandoned vehicle |
1 | App asks Jane if she wants to be identified as the reporter or report anonymously. Jane selects pass on her contact details. |
1 | App explains how to take a good photo |
1 | Jane takes a photo of the vehicle and uploads the photo |
1 | The app displays the uploaded photo |
1 | App auto-recognises the licence plate number |
1 | App requests Jane to confirm the licence number |
1 | App politely requests access to user location to assist Council with resolving issue, access granted |
1 | App requests Jane to add any further information |
1 | App asks Jane to confirm if the vehicle’s locations is creating a dangerous situation. She confirms it is. |
1 | App asks Jane to confirm the type of dangerous situation using set of choices |
1 | Jane confirms the road is impeded by the vehicle |
1 | App asks Jane to take a perspective photo showing the impeded road and vehicle |
1 | Jane takes a photo of the vehicle and uploads the photo |
1 | App thanks Jane for her report |
1 | Case created automatically and passed to Officers |
1 | As Jane is already authenticated to the Council systems, her details are appended to the case |
1 | Thankyou email sent to Jane advising her she will receive updates |
1 | Abandoned/Derelict Vehicle Coordinator tasks Officer with location visit by CRM Field Services module |
1 | Local laws Officer’s (Officer – see persona) ) schedule re-prioritised automatically with abandoned vehicle, priority: High |
1 | Officer receives app notification that new high priority task added |
1 | Officer’s app schedule updated |
1 | Officer attends vehicle using mapping in Field Service App |
1 | Officer confirms location |
1 | App displays vehicle registered after auto check of Council vehicle records and/or VicRoads |
1 | Officer confirms vehicle locked |
1 | Officer marks vehicle tyre |
1 | Officer adds sticker to vehicle |
1 | Officer uploads confirming photos as they take the photos |
1 | Officer contacts towing services from app to arrange immediate towing |
1 | CRM completes task creation for towing service |
1 | Emails and SMS auto-sent to towing service. Emails automatically includes vehicle photos, location etc. |
1 | Officer confirms towing will be completed within 1 hour |
1 | Officer updates final notes in app |
1 | Officer confirms details of case task |
1 | Officer closes case task and moves to next case in Field Service schedule app |
1 | CRM has updated Officer’s task list to reflect new location of priority task |
1 | CRM updates Abandoned/Derelict Vehicle Coordinator’s task list |
Interface visualisations
CRM modules for mandatory use case demonstration in CRP
Mandatory demonstration vendor request | |||
CRM Function | CRM area for demo | Step No. | Use Case workflow steps |
App builder | End user app | 1 | Reporting of abandoned vehicle including mapping |
Visual recognition | Visual recognition of alphanumeric sequences in number plates | 2 | Visual recognition of licence |
Case Management | Automated case creation | 3 | Case creation and routing for triage |
Multichannel Marketing hub | Emails sent to reporter with summary of report | 4 | Emails sent to reporter with summary of report |
Integration layer | Query external webservice or database | 5 | External check for registration status |
Portal | External party job request, review and acceptance | 6 | emails and SMS to Towing Service with task description |
Use Case Actor interfaces
These are the user interfaces by use case actor to use in the conference room pilot.
Resident reporter | Local Laws Officer | Towing Service | Abandoned/Derelict Vehicle Coordinator | |
Interface | Casey App on mobile | Field service app on mobile | Portal | CRM Dashboard |
Optional vendor request
Low-code or no-code configuration changes are important to Casey. This is an optional vendor request to demonstrate live during the CRP.
- Reconfiguration of app during demo to change the shape, label and colour of the red Warning button in the workflow for the Local Laws Officer.
Vendor Request
Narrative response for two Use Cases
Use Case 3: Redacted
Use Case 4: Property flooding
Use Case assets to be provided:
- Overview
- Narratives
- Personas
- Interface visualisations
- CRM modules to focus on
- Interfaces by use case actor
- Diagrams: Use Case, Activity, Sequence
Use Case 3: Redacted
Use Case 4: Property flooding
Current state
A resident reports falling after tripping on a bulging section of a concrete walking path at the rear of a park bordering some houses. The Council sends a contractor to shave off the bulge. The work is completed.
A resident reports a very sodden area at the rear of a park bordering some houses. They said it is unusually wet. The weather was rainy so the case was logged as a possible rain event.
A resident reports flooding at their property after recent rains. There is some confusion as English is not the language spoken at home. The CSO does not understand the resident stating the flooding is coming from the park behind their house. Council sends an engineer from Drainage and Stormwater Management. The resident is not home. There is no visible flooding at the front of the property. The engineer logs the visit. The job is later closed.
The same resident frantically calls again saying the flooding is getting worse. A new job is created listing the source of the flooding as the rear of the property. Council again sends an engineer from Drainage and Stormwater Management. They meet the resident and see the flooding. The weather is now dry. Luckily, while the engineer cannot see beyond the rear of the property due to overgrowth, they know the property abuts a park with a drainage line running close to the property border. They visit the park and find a very sodden area close to the property border with the resident reporting flooding.
The resident’s daughter, who is a lawyer, initiates efforts to recover the costs of rebuilding the lower floor of the property.
Workflow redesign
The Conference Room Pilot narrative description to be based on this example workflow redesign.
Day | Activity |
1 | Fiona uses the Casey app to report a trip hazard on a walking path (See Personas) |
1 | Casey app dialogue offers her the chance to upload a video |
1 | Fiona takes a video of the trip hazard and as requested and uploads it directly into the Casey app
|
1 | Casey CRM moves Fiona’s report to a Customer Service Officer (CSO) review queue |
1 | CSO reviews the video uploaded by Fiona |
1 | CSO can clearly see the protruding lip on the concrete path exceeds 50mm and moves the case to Recreational Parks and Trails with Status of Reviewed by CSO and works priority of Moderate |
3 | Recreational Parks and Trails staff member assesses the case:
|
3 | Casey CRM automatically assigns case to Robotic Grinder queue |
3 | Casey CRM automatically assigns Robotic Grinder 5 to task |
Day | Activity |
4 | Robotic Grinder 5 attends work site:
|
4 | Casey CRM automatically reassigns case to Recreational Parks and Trails staff member |
6 | Recreational Parks and Trails staff member reviews video from Robotic Grinder 5:
|
6 | Recreational Parks and Trails staff member closes case |
6 | Recreational Parks and Trails staff member:
|
Day | Activity |
6 | Case assigned to Drainage and Stormwater Management with priority Moderate |
10 | An engineer from Drainage and Stormwater Management accepts case |
14 | Engineer from Drainage and Stormwater Management attends site |
35 | Drainage and Stormwater Management team do their magic to fix drain broken by tree (outside scope of Use Case) |
39 | Aisha’s calls Council on behalf of her father about noise from works in the park at the rear of the family property. (See Persona) |
39 | The CSO was able to refer to the cases proximate to the property and advise that if all went to plan the drainage remediation works would be completed within five days. |
39 | CSO re-checked family contact details |
39 | CSO sends the park drainage works advisory to the new email provided by Aisha |
39 | CSO updated Aisha to role of family interpreter |
39 | Aisha passes this reassuring news on to her father |
39 | The CSO closes case |
Interface visualisation
CRM modules to describe in narrative form
Mandatory narrative vendor request | |||
CRM Function | CRM area for demo | Step No. | Use Case workflow steps |
App builder | End user app | 1 | Reporter uses app to report protruding lip of pathway |
Video upload | 2 | Reporter videos and uploads trip hazard and as requested and uploads it directly into the Casey app Location of report included in case details | |
Case Management | Automated case creation | 3 | Case automatically created |
4 | Casey CRM moves case a CSO review queue | ||
4 | Casey CRM moves case a CSO review queue | ||
Emails sent to reporter with summary of report update | 5 | CSO reviews the video uploaded with case | |
6 | CSO updates case and moves it to Recreational Parks and Trails with Status of Reviewed by CSO and works priority of Moderate | ||
7 | Recreational Parks and Trails staff member assesses the case as appropriate for robotic grinder. Assigns to robotic grinder queue. | ||
8 | Casey CRM automatically assigns Robotic Grinder 5 to task | ||
IOT | Assign job to IOT device, receive task updates | 9 | Robotic Grinder 5 attends work site and completes task. |
Use Case Actor interfaces
These are the interfaces by use case actor to use in the conference room pilot.
Resident reporter | Customer Service Officer | Recreational Parks & Trails staff | Robotic Grinder | Engineer | |
Interface | Casey App on mobile | Customer Engagement Centre | Field Service on desktop | IOT connector | Field Service on desktop |
Optional vendor request
Low-code or no-code configuration changes are important to Casey. This is an optional vendor request to demonstrate live during the CRP.
- Adding any Internet Of Things device during demonstration, ideally a Roomba or similar device.
Vendor request
Customer Examples
Up to five sourced globally showcasing:
- Cutting edge technology implementations
- Innovative solutions
- Success with complex change management
- Discreet ROI benefits
Customer References
Two similar Councils internationally
- High population growth
- Staff size 1,500 to 2,000
- Community size 300,000 to 500,000
- Similar jurisdictional framework to Victoria
CRP Requirements
Area | Details |
Time allotment | Presentation time 90 mins, 30 mins Q&A |
Vendor partners | Excluding the core Customer Engagement Centre vendors may include their partner’s software. |
Mandatory demonstration Vendor requests (Use cases 1&2) | These are the baseline requirements to be met in demonstrating Use Cases 1&2 We want to see demonstration of the defined items under “CRM area for demo” for each use case. |
Narrative vendor requests (Use cases 3&4) | Please provide a narrative of a proposed implementation for use cases 3&4 |
Optional vendor requests (Use cases 1-4) | Strong emphasis will be placed on the capability to enact on the fly configuration changes to showcase end user and non-coded solutions. |
Additional artifacts to be provided |
|
Video | A full video recording will be done for each Conference Room Pilot presentation |
Additional functionality | We welcome demonstrations of additional functionality suited to the needs of a metropolitan fringe Victorian council of 350,000 residents and growing very quickly as well as 1,500+ staff, but please be cognisant of the allotted time available. |
Non-disclosure agreement | Will not be entered into for Conference Room Pilot |
Area | Details |
Time allotment | Presentation time 90 mins, 30 mins Q&A |
Vendor partners | Excluding the core Customer Engagement Centre vendors may include their partner’s software. |
Mandatory demonstration Vendor requests (Use cases 1&2) | These are the baseline requirements to be met in demonstrating Use Cases 1&2 We want to see demonstration of the defined items under “CRM area for demo” for each use case. |
Narrative vendor requests (Use cases 3&4) | Please provide a narrative of a proposed implementation for use cases 3&4 |
Optional vendor requests (Use cases 1-4) | Strong emphasis will be placed on the capability to enact on the fly configuration changes to showcase end user and non-coded solutions. |
Additional artifacts to be provided | •Documentation links for CRM modules deployed or described •Cases studies presented •Ideally an architectural diagram of the CRM ecosystem created |
Video | A full video recording will be done for each Conference Room Pilot presentation |
Additional functionality | We welcome demonstrations of additional functionality suited to the needs of a metropolitan fringe Victorian council of 350,000 residents and growing very quickly as well as 1,500+ staff, but please be cognisant of the allotted time available. |
Non-disclosure agreement | Will not be entered into for Conference Room Pilot |
Timeline
Action | Date |
CRM Conference Room Pilot demonstration sessions | w/c 09/11/2020 |
CRM procurement process commences | Q1 2021 |
Transformation Partner Commences | February 2021 |
Council Operating Model review | Q1 2021 |
CRM purchase | Q1 2021 |
Questions and responses
Responses to any question will be circulated to all CRP participants. Expect responses by next business day.
Email questions to both:
- Alfred Martin: ajmartin@casey.vic.gov.au
- Damian Hickey: dhickey@casey.vic.gov.au
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