Asidua

The CCP Solution

The Asidua Customer Contact Platform^TM (CCP) is a framework of vanilla components that can be customised to improve citizen contact.  The Customer Contact Platform^TM (CCP) is a modular solution platform and consists of a number of key components including:

1. Portal(s)
   An extensible “off the shelf” transactional portal for customer self service and internal employee collaboration.
2. Desktop
   A unified desktop application used by council employees to manage user-centric access to information, and automation of key business processes.
3. CRM
   If required, Asidua can provided a pre-configured Dynamics CRM setup for Local Government. This is designed for both standalone use, or more typically integrated into the various other components of CCP and existing council systems.
4. Mobile
   A mobile solution that provides fulfilment staff access to job information and the ability to record progress through mobile devices even when offline. The mobile solution is integrated with the other CCP components and line of business systems to provide a joined up solution. 
5. Dashboard
   A mechanism for rapidly presenting customer and operational data in a context specific fashion from across enterprise that will assist users in the most efficient execution of business processes.  Data presented by the Dashboard is re-purposed by other CCP components to provide users with a synchronised, multi-channel view.
6. Enterprise
   Where greater levels of enterprise level integration is required between council systems, CCP provides a layer of pre-built components to facilitate true automation of end-to-end processes used to deliver council services.

To support rapid deployment and customisation in any customer environment, CCP is built on five existing Microsoft technology platforms.

1. Microsoft SharePoint – an enterprise class portal used as the basis for all CCP Portal components
2. Microsoft BizTalk Server – a BPM platform which provides the core of the CCP Enterprise component
3. Microsoft SQL Server – a market leading data management platform used by all CCP components
4. Microsoft Dynamics Server – an enterprise class CRM platform which provides the main elements of the CCP CRM component

Dynamics Server also offers the Customer Care Accelerator, which is used to provide automation of desktop operations, acting as the basis for the CCP Desktop component.  Core Microsoft operating system components are used to support all CCP applications – specifically Microsoft Windows Server, Windows Mobile and various elements of the .NET platform.  Microsoft Office document types and extensions are used throughout.  For example, the majority of user forms are based on the use of InfoPath, with Microsoft Silverlight used to provide a rich user experience in many areas.

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.

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