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Integrating Systems, Data and Processes

27th September 2007, Edgbaston Cricket Ground Birmingham

Conference Aims

Achieving the lasting efficiency gains and service improvments promised by eGovernment requires better integration of data about your customers, the processes that meet their needs, and the systems you use to support service delivery.  This conference aims to give you the information you need to deliver what you need to deliver now, while keeping a strategic view of the integration challenges you're likely to meet in the future. 

Why attend?

This conference presents new information about the integration challenges your peers in other organisations are facing and how they are overcoming these challenges.

• gain practical insights and information about how to integrate systems and data from people who have done it successfully
• be the first to hear the outcomes of NDL's annual Local Government CRM/Systems Integration Survey
• network and debate with peers and experts in systems integration, SOA and process re-engineering

 Speakers and topics

• Case Study: Integrating front and back office - addressing enduring challenges in integrating CRM with  back office systems
• State of Integration - NDL presents findings of the annual Local Government Integration Survey
• Service Oriented Architecture - separating hype from reality
• Open Source/Open Standards - how they can help integrate customer facing systems with back office systems?
• Developing an integration strategy - - what are the essential ingredients?

Confirmed case study/speakers:

Integration SOA style - cutting through the hype
James Randall, Head of Integration, Sheffield City Council
We all know we need to integrate but the approach we take from the start will profoundly impact the real world benefits gained from the effort. One approach, much hyped by software suppliers and business consultants alike, is to build our integration strategy within a Service Orentated Architecture (SOA). This presentation explores the nature of this approach and attempts to identify the real, measurable benefits for public sector bodies beyond the hype.

Front to Back and Back to Front Integration – What, Where, When, How and Why of Integration at Halton Borough Council
Pat Oliver, Development Team Leader, Halton Borough Council

Promises, Pitfalls and Practicalities of Integration
Geoff Sissons, Applications & information Manager (ICT), South Cambridgeshire District Council
Integration is less advanced than it should be because we still don't have all we need to bring it about.  This presentation continues the story of how South Cambridgeshire is trying to overcoming some of these obstacles in integrating back and front office applications and sharing services. It doesn't provide all the solutions but gives an example of some of our trials, tribulations and triumphs to highlight issues for discussion and debate.

Integration, improved customer service and efficiency savings – the truth!
Iain Pickering, Product Director, ndl-metascybe
Over the past 3 years, ndl-metascybe’s annual Integration and CRM survey has earned a reputation for showing the accurate state of integration in Local Government.  Due to be launched at the Socitm Annual Conference, the fourth report will bring the reader up to date with the latest research undertaken over the Summer of 2007.  In his presentation, Iain will provide a sneak preview of the contents of the 2007 report.  How is integration effecting council Star ratings, are efficiency savings actually being achieved and are citizens receiving improved customer service level as a result?  The presentation will also cover the use middleware, mobile and CRM and how these technologies come together to complete the Integration picture.  All this, plus an opportunity for delegates to compare their own council’s performance with that of their peers and a brief insight into what the future might hold. (Last years report can be viewed here: http://www.ndl-metascybe.co.uk/mediacentre/crmreport.html)

Integrating front and back office – delivering the promised benefits of customer service investment    
Simon Morioka, Divisional Director, Strategy, Transformation & Technology, London Borough of Lambeth
Within which we will look at a local authority perspective on
• The business case for CRM and associated technologies in local government, in the past and present
• The challenges of integration: people, process and technological
• Successes to-date, and lessons learned
• Utilising investment to enhance the future of both local public services and their customers

More speakers to be confirmed soon