Christchurch City Council has selected SAP to help improve digital experiences in the cloud, with citizen engagement top of the agenda.
The Council is deploying SAP HANA Enterprise Cloud (HEC) and the SAP Customer Experience Citizen Engagement Accelerator to provide tailored digital and citizen-centric services and interactions.
“Over the past decade, Christchurch City Council has been focusing on re-energising its transformation programmes to become a modern, mobile and innovative organisation,” said Michael Day, finance systems transformation lead at Christchurch City Council.
According to Day, the Council was facing challenges in modernising the management of organisational information, technology and citizen experiences.
“As a long-term SAP customer, when we were looking to move to the cloud, SAP won out as the solution of choice,” he added. “We knew this was a vital step in bringing Christchurch’s citizen and staff experience into the 21st century.”
Alongside moving business processes to the cloud, the Council also wanted to streamline its back-office processes to integrate with tailored omni-channel experiences for its 380,000 citizens.
Specifically, the Council’s remit included managing citizen requests across a range of issues including road repairs, graffiti removal and animal management.
But receiving requests, issuing work orders and despatching field service teams to action the requests and provide feedback to citizens proved to be a "complex and manual process".
With legacy systems in place across 11 different systems, integration was a challenge alongside difficulties around mining, organising and actioning incoming data.
As a result, the Council was unable to automate actions, relying on manual data entry and email reporting.
Since the SAP C/4HANA implementation of SAP Commerce Cloud and SAP Service Cloud, the Council now has the ability to manage requests from a variety of channels including mobile, and automatically generate work orders via its ERP system.
“With the deployment of SAP Customer Experience solutions, we’ve developed a digital interface for citizen engagement with the Council,” said Dana Burnett, programme ,anager at Christchurch City Council.
“Users can now pay for or log requests for services via the website or mobile application, using the integrated camera on a mobile device to capture an image of the issue such as a pothole.
“Citizens are more empowered, as they now have the ability to elect if and how they want to receive feedback.”
With the integration of SAP Service Cloud, SAP Commerce Cloud and Christchurch City Council’s Geographical Information Systems (GIS), a mapping tool, citizens can now drop pins on the exact location on a map when reporting an incident.
This is improving the accuracy of citizen requests and is helping the Council plan for future environmental development.
“The SAP technology integrated with GIS uses logic to recommend the most appropriate allocation of services and teams to action the problem,” Burnett added. “It also streamlines inbound requests and work orders by enabling our customer service representatives to identify duplication of reports.
“It can even enable customer service reps to predict where a graffiti artist may tag next based on a pattern of reports.”
Burnett said this is the "first step of a bigger transformation" for Christchurch, as the Council moves towards integrating its ERP systems with SAP S/4HANA to improve the efficiency and agility of the organisation.
Furthermore, the Council is also deploying SAP SuccessFactors to improve and streamline its HR processes.
“By moving to a cloud-first approach, Christchurch City Council very rapidly improved the experience it provides to citizens,” added Scott Treller, executive general manager A/NZ at SAP.
“By putting the citizen at the heart of its strategy, the Council is able to prioritise tasks of higher value, rather than double-handling information and can now deliver two way, anytime, anywhere communication with its citizens.”