ICT tools designed and developed for applicants support

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ICT tools: designed and developed for applicants support Daniel Foltýnek Date: 2009 -06 -16

ICT tools: designed and developed for applicants support Daniel Foltýnek Date: 2009 -06 -16 Place: INFORM Meeting

Who we are? Setting the stage • Regional Council is the Managing Authority of

Who we are? Setting the stage • Regional Council is the Managing Authority of the Regional Operational Programme (ROP) • We operate in the Moravia-Silesia Cohesion Region, Czech Republic (Ostrava). • ROP supports local and regional infrastructure, ERDF allocation is more than 716 M EUR.

Where is Ostrava? Google it!

Where is Ostrava? Google it!

Overall responsibility for implementation • Regional Council is the only body implementing ROP. (Consists

Overall responsibility for implementation • Regional Council is the only body implementing ROP. (Consists of Office, Committee and Chairman. ) • Structure of the organization is process-oriented and covers all of functions. • Process of marketing and consultancy support is on the same priority level as the project selection or payment.

Value chain of the project applications Information support Project's Selection Project's Implementation Project's Payments

Value chain of the project applications Information support Project's Selection Project's Implementation Project's Payments

Design of the applicant's support • Clear responsibility: department of marketing. • Definition of

Design of the applicant's support • Clear responsibility: department of marketing. • Definition of the goals – client and financial perspective. • Key service: project consultancy. • Most effective way to support it: implementation of ICT tools (systems), supporting the key functions of the process.

Requested result: simply and effectively • System design solves the most logistic and personal

Requested result: simply and effectively • System design solves the most logistic and personal sensitive operations of the project consultancy service: project registration, meeting booking and request forwarding. • Parts of the jigsaw: web (CMS), CRM system and call centre.

Design scheme CMS: Content management system CRM: Customer relationship management

Design scheme CMS: Content management system CRM: Customer relationship management

Selection of meeting date (after login) - Applicant Possibility to select date and time

Selection of meeting date (after login) - Applicant Possibility to select date and time of the meeting – Consultants offer some free slot via MS OUTLOOK

Project details - Applicants have to fill in all of the project details (project

Project details - Applicants have to fill in all of the project details (project type, investment costs, deadlines etc. ). The form is very simple and brief.

E-mail confirmation - Applicant Project and meeting details are sent via email, date and

E-mail confirmation - Applicant Project and meeting details are sent via email, date and time is set and applicant is welcome

Meeting booking – consultant Time slot is taken and no longer offered Meeting is

Meeting booking – consultant Time slot is taken and no longer offered Meeting is placed into consultant's MS OUTLOOK calendar

Interconnection with CRM system Meeting is registered as „activity“ into CRM system

Interconnection with CRM system Meeting is registered as „activity“ into CRM system

Interconnection with CRM system Project can be also converted info „potential project“

Interconnection with CRM system Project can be also converted info „potential project“

All information in one place! • We store all relevant information in one place

All information in one place! • We store all relevant information in one place – personal details, organization details, interactions (meetings, phone calls, e-mails) and potential projects.

All information in one place - sample Meetings Projects Phone calls Personal info

All information in one place - sample Meetings Projects Phone calls Personal info

Sample: e-mails

Sample: e-mails

Sample: projects

Sample: projects

Sample: phone calls history (call centre)

Sample: phone calls history (call centre)

Benefits for applicants • Logistic of the service is effective and simple – applicants

Benefits for applicants • Logistic of the service is effective and simple – applicants can book a time slot on-line up to their needs and possibilities • All of data are stored and shared with us – consultancy support can be punctual and ondemand.

Benefits for Regional Council • We are able to provide a high level of

Benefits for Regional Council • We are able to provide a high level of consultancy service – consultants are better utilized thanks to reduction of „handling“ time. • Manager can analyze actual workload. • We can analyze absorption capacity, make forecasts and evaluate the Programme.

Workload – analyze of „actions“ If the system is set properly, manager can analyze

Workload – analyze of „actions“ If the system is set properly, manager can analyze the groups of operations (meetings, phone calls etc. ) and customize the service.

CRM as a marketing tool • CRM is also the place for preparation of

CRM as a marketing tool • CRM is also the place for preparation of marketing campaigns (newsletters, info mails etc. ) • Recipients are managed there – user profile contains options for receiving e-mails and so on. • Many of functions are not utilized yet…

Summary • New information technologies provide a wide range of tools and interconnections. •

Summary • New information technologies provide a wide range of tools and interconnections. • Public services are able to adopt a best practice from private sector and customize it. • So the most important issue is value for money…

Thank you for your attention! Daniel Foltýnek Regional Council of the Moravian-Silesian Region daniel.

Thank you for your attention! Daniel Foltýnek Regional Council of the Moravian-Silesian Region daniel. foltynek@rr-moravskoslezsko. cz