Asidua

Innovating Further with Capabilities

At its core, the Asidua Customer Contact Platform^TM (CCP) provides a council with a new capability to better manage customer contact.  This allows a council to better handle customer contact across a range of contact channels

• Customer driven channels: WWW, SMS, IM etc.
• Agent driven channels: Voice, white-mail, walk-in

CCP offers customers the ability to interact with the council using a well-defined, customer oriented approach, based on four key actions for all customer contact, which all allow the council to innovate in how it uses existing systems and data to deliver services;

• Find It: allows customers to easily find what they want terminology they are familiar with (e.g. using key words etc.) rather than by service name or council department
• Report It: allows customers to easily report issues using data they can provide (e.g. map location, address, NI number )
• Apply for It: Provides a mechanism for customers to easily request service using instant, and personalised mechanisms (e.g. WWW forms, SMS text)
• Pay for It: Allows customers to easily pay for services using mechanisms that suit them (e.g. credit card, direct debit etc.) rather than needing to make visits to council offices

 

Channel Management
The Channel Management Capability offered by CCP can be readily extended to offer a new operating model which is more focused on wider business improvement.  CCP offers customers the ability to interact with the council using a well-defined, customer oriented approach, based on four key actions for all customer contact:

• The CCP offers a range of core capabilities that can be used allow the council to more easily:
  • Measure performance of what they do
  • Tracking activities undertaken to deliver service
  • Producing reports based on CCP tracking and/or other corporate records
  • Supporting analysis of corporate performance data to look for issues and trends
  • Monitoring key performance indicators and notifying the council when thresholds associated with these are breached

• Manage the processes they execute to deliver service – increasing efficient and effectiveness                          

  • Structuring the work of council employees and customers using workflow
  • Integrating with council or external systems and data sources to ensure uninterrupted flow of business processes
  • Using BPM techniques to support full automation and continuous improvement of business processes

• Manage the information used to support service delivery, both directly and indirectly                          

  • Synchronising data between key council systems
  • Managing the quality of council data
  • Validating any changes to council data

The capabilities offered to a council will provide a layer which allows a greater level of innovation in the management of citizen contact.  Specifically, two types of systems and data are typically present within a council:

1. LOB systems which are already used to provide council service delivery
2. Support systems which are already used to support customer contact

Integrate with CCP
CCP will integrate with LOB systems, using CCP to build a more valuable set of capabilities based on this investment.  CCP also has the ability to inter-work with enterprise systems either in-parallel, or directly.  For example existing payments systems can be re-purposed via CCP based channels.  CCP incorporates a wide range of “off-the-shelf” Local Government system integrations and is also designed to enable rapid integration with other systems within a specific Local Authorities domain.  Local authority systems that CCP supports includes:

• iWorld (Northgate)
• Academy (Capita)
• Mayrise
• Civica EDRMS
• Framework-i
• Icon (Civica)

 

These capabilities can be combined using an overall business improvement model to allow a council to further innovate in how it uses existing systems and data to deliver services.

 

Leverage Power of Existing Systems & Data
Many councils may wish to, or may already be exploiting the power of Service Oriented Architecture (SOA).  Applications built using the CCP are effectively SOA applications (generally called “composite” applications). 

These are new applications which provide the capabilities offered to the council as distributed, generally web-based applications which use the power of SOA techniques to leverage the power of existing council systems and data.

Asidua is a recognised expert in the delivery of SOA based applications, offering our ADI portfolio as a well established suite of tools, methodologies and frameworks to build enterprise class SOA applications.  CCP is aligned with the existing Asidua ADI portfolio, and will leverage this to build council specific SOA applications using CCP components

 

Further Information
Discover more by reading about recent case studies which demonstrate CCP in Action for Local Authorities.