Creating brighter futures
Creating brighter futures How One can help you deliver early intervention and prevention
Welcome Introduction by Mike Dobson from Capita Children’s Services
Software Update Seminar • • • •
Introductions Framework for the day Product Management Group Review of 2012
Software Update Seminar • • • • • • • •
10.00 – 11.00 11.00 – 11.45 11.45 – 12.15 12.15 – 13.15 13.15 – 14.00 14.00 – 15.00 15.00 – 16.00 16.00 – 16.30
Welcome & Solution Overview One Platform (B2B:Student v4) One Youth Lunch One Admissions Consultancy Cafe / Networking Product Roadmap Close (including refreshments)
Capita One Management Team Managing Director Phil Neal
Operations Director Ian Churchill
Commercial & Finance Mgr Lynda Jenkins
Solution Director Steve Law
Product Director Mike Dobson
Development Director Nick Porthouse
Support & Maintenance Glen Coaten
Programme Manager Steve Tillotson
Test Manager Shona Eldridge
Product Managers Nick Amis Nick Anderson Steve Baxter Nic Cracknell Marilyn Curtis Deborah Green Simon Pike Phil Jones Ben Hodson
Services Director Graham Kavanagh
Regional Service Managers Carole Phillips Sam Young Tom Crowley
Personal Assistant Sue Nelmes
Sales Director Mark Raeburn
Chief Customer Relations Officer Steve Russell
Sales Support
Marketing
Customer Care Programme Nicola Clifford
Account Managers Alex Cawthorne Helen Clark Sally Felton Sarah Grew Jessica Newton Simon Tobias
Solution Consultant Matt Warren
Head of Technical Services Philip Young
Head of Quality & Customer Care Leigh Davenport
Product Management Group
2012 Objectives • • • •
Improve Customer Experience Improve Product Quality Improve Customer Engagement Improve Solution Services
2012 Highlights • Improve Customer Experience – – – –
A&T Back Office B2B:Student Early Years Case Management (inc. SEN, CSS & ICS)
• Improve Product Quality – –
Outstanding Cases (Incidents) Down by 30% V4 Module Adoptions Up
• Customer Engagement Process –
Increased Number of SCGs
• Tightly Coupled Solution Services – –
A&T Back Office B2B:Student
2012 Highlights • Development – –
New Remote UAT Service Extended Automated Testing
• Architecture Review –
One Online Performance Improvements
• Professional Services Review –
A&T Service Packs
• Customer Services Review – – –
New CRM (Microsoft Dynamics) Outstanding Incidents down by 35% 30% of Incidents Closed on Same Day
2012 Highlights • Review of Sunset Strategy – Automatic 12 Month Rule “Not Working” – Based on Customer Uptake
• Technical Services Review – – – – –
Oracle 11g Migrations Windows 2008R2 (64bit) Mid-tier migrations Customised Services Accounts Developed our Technical Services packages New dedicated team for Upgrades
2012 Product Roadmap
A&T Back Office v4 • Adoptions – –
38 Customers live with A&T Back Office v4 18 further Customers due to go live by end of 2012 (57%)
• Key Benefits –
– –
–
Improved interface resulting in less clicks to find student and their applications (past & present) or make application for them Streamlined offer processing enables quicker searching and manipulation of offer data for a receiver New facility to re-rank preferences still waiting for an offer after the initial offers have settled will enable LAs to quickly sort or re-sort all preferences and make decisions about any vacancies that occur Daily importing of online applications helps to spread the workload of validation
A&T Back Office v4 • Lessons Learnt – – – –
File Exchanges Performance GIS Services Package
The team feel that A&T v4 back office will cut down the time taken for adding, processing and checking of applications from 12-15 minutes in v3 to 4-6 minutes in v4 per application, therefore creating a great resource saving. This is down to improved screen layouts, data items placed on appropriate pages and creating a better flow for the user.
B2B:Student v4 • Adoptions – –
19 are currently implementing B2B:Student v4 9 other LAs planning to implement by end of 2012
–
Reduce time spent identifying matching records via enhanced matching rules/routines including identification of nearest matches School specific data processing rules reducing the number of records in conflict management Resolve conflicts quicker via access to the One record when processing conflicts Reduce the amount of time taken to process records by grouping multiple conflicts for a child into a single view Save time on re-processing of the same conflicts as instant removal of duplicate conflict records Greater information to the school - new rejection messages allowing the LA to add a reason to the rejection
• Benefits – – –
– –
2012 Review • • • •
Improving Customer Experience Improving Product Quality Improved Customer Engagement Improved Solution Services
Thank you Any questions?
Tel no: 01234 832150 Email: [email protected] Web: www.capita-one.co.uk
Welcome Introduction by Mike Dobson from Capita Children’s Services
Software Update Seminar • • • •
Introductions Framework for the day Product Management Group Review of 2012
Software Update Seminar • • • • • • • •
10.00 – 11.00 11.00 – 11.45 11.45 – 12.15 12.15 – 13.15 13.15 – 14.00 14.00 – 15.00 15.00 – 16.00 16.00 – 16.30
Welcome & Solution Overview One Platform (B2B:Student v4) One Youth Lunch One Admissions Consultancy Cafe / Networking Product Roadmap Close (including refreshments)
Capita One Management Team Managing Director Phil Neal
Operations Director Ian Churchill
Commercial & Finance Mgr Lynda Jenkins
Solution Director Steve Law
Product Director Mike Dobson
Development Director Nick Porthouse
Support & Maintenance Glen Coaten
Programme Manager Steve Tillotson
Test Manager Shona Eldridge
Product Managers Nick Amis Nick Anderson Steve Baxter Nic Cracknell Marilyn Curtis Deborah Green Simon Pike Phil Jones Ben Hodson
Services Director Graham Kavanagh
Regional Service Managers Carole Phillips Sam Young Tom Crowley
Personal Assistant Sue Nelmes
Sales Director Mark Raeburn
Chief Customer Relations Officer Steve Russell
Sales Support
Marketing
Customer Care Programme Nicola Clifford
Account Managers Alex Cawthorne Helen Clark Sally Felton Sarah Grew Jessica Newton Simon Tobias
Solution Consultant Matt Warren
Head of Technical Services Philip Young
Head of Quality & Customer Care Leigh Davenport
Product Management Group
2012 Objectives • • • •
Improve Customer Experience Improve Product Quality Improve Customer Engagement Improve Solution Services
2012 Highlights • Improve Customer Experience – – – –
A&T Back Office B2B:Student Early Years Case Management (inc. SEN, CSS & ICS)
• Improve Product Quality – –
Outstanding Cases (Incidents) Down by 30% V4 Module Adoptions Up
• Customer Engagement Process –
Increased Number of SCGs
• Tightly Coupled Solution Services – –
A&T Back Office B2B:Student
2012 Highlights • Development – –
New Remote UAT Service Extended Automated Testing
• Architecture Review –
One Online Performance Improvements
• Professional Services Review –
A&T Service Packs
• Customer Services Review – – –
New CRM (Microsoft Dynamics) Outstanding Incidents down by 35% 30% of Incidents Closed on Same Day
2012 Highlights • Review of Sunset Strategy – Automatic 12 Month Rule “Not Working” – Based on Customer Uptake
• Technical Services Review – – – – –
Oracle 11g Migrations Windows 2008R2 (64bit) Mid-tier migrations Customised Services Accounts Developed our Technical Services packages New dedicated team for Upgrades
2012 Product Roadmap
A&T Back Office v4 • Adoptions – –
38 Customers live with A&T Back Office v4 18 further Customers due to go live by end of 2012 (57%)
• Key Benefits –
– –
–
Improved interface resulting in less clicks to find student and their applications (past & present) or make application for them Streamlined offer processing enables quicker searching and manipulation of offer data for a receiver New facility to re-rank preferences still waiting for an offer after the initial offers have settled will enable LAs to quickly sort or re-sort all preferences and make decisions about any vacancies that occur Daily importing of online applications helps to spread the workload of validation
A&T Back Office v4 • Lessons Learnt – – – –
File Exchanges Performance GIS Services Package
The team feel that A&T v4 back office will cut down the time taken for adding, processing and checking of applications from 12-15 minutes in v3 to 4-6 minutes in v4 per application, therefore creating a great resource saving. This is down to improved screen layouts, data items placed on appropriate pages and creating a better flow for the user.
B2B:Student v4 • Adoptions – –
19 are currently implementing B2B:Student v4 9 other LAs planning to implement by end of 2012
–
Reduce time spent identifying matching records via enhanced matching rules/routines including identification of nearest matches School specific data processing rules reducing the number of records in conflict management Resolve conflicts quicker via access to the One record when processing conflicts Reduce the amount of time taken to process records by grouping multiple conflicts for a child into a single view Save time on re-processing of the same conflicts as instant removal of duplicate conflict records Greater information to the school - new rejection messages allowing the LA to add a reason to the rejection
• Benefits – – –
– –
2012 Review • • • •
Improving Customer Experience Improving Product Quality Improved Customer Engagement Improved Solution Services
Thank you Any questions?
Tel no: 01234 832150 Email: [email protected] Web: www.capita-one.co.uk
