CRM.03.01 BPD - City Planning Omnichannel

CRM.03.
01 BPD - City Planning

Omnichannel
Table of Contents
1. PURPOSE................................................................................................................................. 3
2. VERSION CONTROL................................................................................................................ 4
3. STAKEHOLDERS..................................................................................................................... 5
4. DOCUMENT PROPERTIES......................................................................................................7
5. APPROVAL............................................................................................................................... 8
6. PROCESS TYPE (PT).............................................................................................................10
6.1. Business Process Capability (PCAP)................................................................................10
6.2. Business Process Capability (PCAP) Description...........................................................10
7. BUSINESS SCENARIOS (BS)................................................................................................11
CRM.03.01 BPD - City Planning Omnichannel
Copyright to City of Johannesburg

Last Updated: 5/15/2018 1:44 PM Page 2 of 12
1. Purpose

This document clearly defines the Business Process Definition (BPD) of a Business Process
Capability (BCAP) of a Process Type (PT), with its associated Business Scenario(s) (BS) to
achieve the following high-level objectives:

· Understand and confirm the business system (process, organisation, technology); the flow
and relationships (workflow, information flow, knowledge flow, control flow) between
processes; the decomposition of the processes; etc.
· Provide a basis for the harmonisation of processes across different municipal entities,
departments and to define the best of breed in execution.
· Provide a useful vehicle for communication and ownership.
· Provide the basis for communication, training and procedures development.


2. Version Control

Description of
Version No. Date Author
Update
First draft issued for
0.1 17/11/2017 Rohit Bhan
review.


3. Stakeholders

Role Name Company
Business Relationship
Management (BRM) Project Moyahabo Rampedi CoJ
Manager
Business Relationship
Management (BRM) Project Modie Mabalayo EOH
Manager
Regulation, Legislation &
Statutory Stream Lead (BRM- TBC CoJ
MSC)
Regulation, Legislation &
Statutory Stream Lead (BRM- TBC EOH
MSC)
Value Management Stream
TBC CoJ
Lead (BRM-VMG)
Value Management Stream
Dominique Pousson EOH
Lead (BRM-VMG)
Business Process
Management (BPM) Project Precious Betshwana CoJ
Manager
Business Process
Management (BPM) Project Hunadi Phaiphai EOH
Manager
Corporate Governance
TBC CoJ
(BPM-COG) Stream Lead
Corporate Governance
Mohammed Ahmed EOH
(BPM-COG) Stream Lead
CRM & Citizen Engagement
TBC CoJ
(BPM-CRM) Stream Lead
CRM & Citizen Engagement
TBC EOH
(BPM-CRM) Stream Lead
Financial Management (BPM-
TBC CoJ
FIN) Stream Lead
Financial Management (BPM-
Gilbert Chamunorwa EOH
FIN) Stream Lead
Human Capital Management
TBC CoJ
(BPM-HCM) Stream Lead
Human Capital Management
TBC EOH
(BPM-HCM) Stream Lead
Infrastructure and Asset
Management (BPM-IAM) TBC CoJ
Stream Lead
Infrastructure and Asset TBC EOH
Management (BPM-IAM)

Role Name Company
Stream Lead
Management Accounting
TBC CoJ
(BPM-MAC) Stream Lead
Management Accounting
Alois Hurune EOH
(BPM-MAC) Stream Lead
Revenue Management (BPM-
TBC CoJ
RMG) Stream Lead
Revenue Management (BPM-
TBC EOH
RMG) Stream Lead
Supply Chain Management
TBC CoJ
(BPM-SCM) Stream Lead
Supply Chain Management
Vishnu Gounden EOH
(BPM-SCM) Stream Lead
Application Lifecycle
Management (TSM-ALM) TBC CoJ
Stream Lead
Application Lifecycle
Management (TSM-ALM) Gavin Crighton EOH
Stream Lead
Solution Architecture &
Integration Manager (SAIM) Aubrey Mochela CoJ
Project Manager
Solution Architecture &
Integration Manager (SAIM) Nicklesh Singh EOH
Project Manager
Additional Stakeholders


4. Document Properties

Filename CRM.03.01 BPD - CityPlanning Omnichannel
Document Status
Draft
Final/Draft/Work-in-progress


5. Approval
Please Note: Approval Signatures of Solution Leads are mandatory from:
· Business Relationship Management (BRM)
· Business Process Management (BPM)
· Technical Solution Management (TSM)
· Application Lifecycle Management (ALM)

Date
Role First Last Name Signature
ccyymmdd
BRM Project Manager

CoJ
BRM Project Manager

EOH
BRM-MSC Stream

Lead CoJ
BRM-MSC Stream

Lead EOH
BRM-VMG Stream

Lead CoJ
BRM-VMG Stream

Lead EOH
BPM Project Manager

CoJ
BPM Project Manager

EOH
BPM-COG Stream

Lead CoJ
BPM-COG Stream

Lead EOH
BPM-CRM Stream

Lead CoJ
BPM-CRM Stream

Lead EOH
BPM-FIN Stream Lead

CoJ
BPM-FIN Stream Lead

EOH
BPM-HCM Stream

Lead CoJ
BPM-HCM Stream

Lead EOH
BPM-IAM Stream

Lead CoJ
BPM-IAM Stream

Lead EOH

Date
Role First Last Name Signature
ccyymmdd
BPM-MAC Stream

Lead CoJ
BPM-MAC Stream

Lead EOH
BPM-RMG Stream

Lead CoJ
BPM-RMG Stream

Lead EOH
BPM-SCM Stream

Lead CoJ
BPM-SCM Stream

Lead EOH
TSM-ALM Stream

Lead CoJ
TSM-ALM Stream

Lead EOH


6. Process Type (PT)

Example: FIN.01.03 - Asset Accounting (FIN-AA)
CRM.03 - City Planning

6.1. Business Process Capability (PCAP)

Example: FIN.01.04 - Asset Accounting (FIN-AA)
CRM.03.01 - Omni channel - Voice
CRM.03.02 - Omni channel - Email
CRM.03.03 - Omni channel - Walkins
CRM.03.04 - Omni channel - SMS
CRM.03.05 - Omni channel - Web
CRM.03.06 - Omni channel - Chat
CRM.03.07 - Omni channel - Social Media
CRM.03.08 - Omni channel - Mobility

6.2. Business Process Capability (PCAP) Description

Provide the high-level description of the Business Process Capability (PCAP).
The business process under the process type city planning has multiple process capabilities since
the capabilities decide that which channel customer has choosen to address his queries. Query
made from each channel will have the process associated with thata and they will be having the
notificaitons as well . The customer can come via any of the eight designated channels and for
each channel he will be having the same experience . So the irrespective of the process
capabilities the customer will be having the uniform customer experience.
The process cabanilities combined together will give an omnichannel expericene to thge customer
thus enhancing the customer expericence


7. Business Scenarios (BS)

The identification of its associated Business Scenarios (BS) within the associated Business
Process Capabilities (BCAP).

BPS GUID - Label BPP Description
Example: The fixed asset master data
maintenance component is used for recording
the master data of all fixed assets on an
Example: individual asset basis. A fixed asset is defined
FIN.01.03.01 - Asset Accounting Master Data as an individual economic good that is
recognizsed in the balance sheet at the time of
closing, and is in the long-term service of the
enterprise.
This business scenario highlights the process
where the customer/citizen can reach to the
customer care for their general queries with
respect to the city's building information as well
as citys environmental assets. The customers
will be reaching out to the customer care via any
CRM.03.01.01 - Service Request - General
channel and can feed in their queries which
Query
include any general issue. For each customer
interaction, an interaction record will be created
and for each query the front end agent will be
creating a service request . This service request
can be further assigned to the different teams to
sort out the issue that customer is facing.
where the customer will be interacting with the
customer care for the resolution of his queries
with city planning . The customer will be liable to
interact for his issues with respect to city
planning . There can be interactions from
building services to environmental services
covering the new connection/disconnection or
reconnections to change requests .
CRM.03.01.02 - Service Request - Technical For all these interactions , there will be a service
Query request created and for that service request
there will be notification that will be sent to the
core systems . Each service request may or
may not require the notifications to be sent but
this process will involve the field support .
There will be an SLA defined for each service
request. The front desk agent will be assigning
the requests to the backend agent that further
goes to the field agent where the field agent will
be resolving the issues and reverting the ticket

BPS GUID - Label BPP Description
back to the backend agent . The request will be
closed by the front end agent only after the
having confirmation with the customer.
For all the processes unser service request
technical query , there will be notifications at
each status and for each approvals.
where the customer will be reaching out to the
city planning customer care department to
address their complaints. Customers facing
any issue with respect to building and
environmental will be reaching out, so that
their complaints can be addressed and
resolved. For each interaction from customer
via any channel, there will be a complaint
created in the system and for each customer
complaint there will be a complaint number
sent to the customer.
CRM.03.01.03 - Complaints
For each complaint, there will be a person

responsible from the customer care and there
will be a SLA assigned to the same.
The customer complaints have to be
completed in that stipulated time and
customer feedback for the service delivery
has to be checked and then only the
complaint will be closed. For each complaint
closure there will be a communication sent to
the customer.
The customers can reach out to the customer
care in case the complaint is closed and the
issue has reoccurred.
This Business scenario highlights the process
where the customer/citizen reaches to the
customer care and appreciates the work done
by the team . For each compliment a followup
task/activity will be created in SAP CRM. The
CRM.03.01.04 - Compliments
followup activity will be either against a previous
service request/complaint or it will be just
against the interaction record.
This will help the business to artifact that how
many customers are happy with the services.



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01 BPD - City Planning