bright ideas government xrm usfederal360tm
DESCRIPTION
Engage's USFederal360TM Highlighted as a key Correspondence management solutionTRANSCRIPT
Bright Ideas for Government – Tap into How Federal, State and Local
Agencies are Increasing Business Efficiency with Microsoft XRM
Welcome to our webcast today
Bright Ideas for GovernmentInnovative Solutions that help make Government more Responsive
Carmel HinkleFederal Civilian Solution SpecialistMicrosoft Dynamics – U.S. Public Sector
September 9th, 2010
Agenda
• Discuss business trends and key themes in government and forward
looking guidance on how government is tackling those changes.
• Provide insights into how government agencies are meeting the needs of
compliance reporting and regulations.
• Share information and access to open source government solutions and
guidance on how to make the most of end of year spending.
• Q&A
Chris Zinner
Director, CRM for Federal Civilian Agencies
Chris is an executive in Accenture’s Health & Public Service Management Consulting Practice and is responsible
for leading Accenture’s CRM efforts within U.S. Federal Civilian Agencies
Chris has 16 years experience working with both private and public sector organizations, where he has been
focused on assisting organizations with initiatives aimed at driving customer satisfaction & loyalty through the
delivery of customer-centric, insight driven, multi-channel customer experiences.
Chris has developed thought leadership in the areas of Customer Strategy , Customer Experience Design, Voice
of the Customer Analytics, and in the emerging area of Social CRM – applying social media to the way
organizations market, sell, and serve their customers.
Chris has worked with government clients in the US Intelligence Community, US. Army, and the Postal Industry.
Commercial industries in which Chris has worked includes Financial Services, Communications, Electronics &
High Tech, and Health Services.
Chris graduated with a B.S. in Business Administration from University of Dayton. Prior to Accenture, Chris
worked at NCR Corporation and served on active duty as an officer in the US Army. After his time on active duty,
Chris continued to serve in the Reserves and completed a tour of duty in Iraq in 2004.
Chris is based in Washington D.C. and can be reached at [email protected]
Copyright © 2010 Accenture All Rights Reserved.
Context:Dramatic Change in Federal IT
Coordinated Federal IT Budget Request:
While in previous years IT budget requests have been coordinated through the OMB, this is the first year that the overall IT budget request has been coordinated through an appointed federal CIO with
responsibility for developing and executing an accompanying federal enterprise IT strategy
The Federal CIO and CTO are driving unprecedented transformation in Federal IT and the new strategies and their resulting platforms delivered over the last couple of years have started to have a real impact.
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“My Administration is committed to creating an unprecedented level of openness in Government. We will work together to ensure the public trust and establish a system of transparency, public participation, and collaboration. Openness will strengthen our democracy and promote efficiency and effectiveness in Government.
- PRESIDENT OBAMA, 01/21/09
Key Themes
Accenture has identified six key themes underpinning this transformation...
4. Centralize and standardize
5. Improve efficiency and reduce waste
6. Strengthen security and privacy
1. Deliver more accessible services
2. Connect with
citizens
3. Increase
transparency
Maximizing the strategic value of IT
Improve the performance of Federal IT
Enable an open, transparent and participatory government
Leveraging Federal IT to create Public Sector Value
The transformation in Federal IT will better enable federal government to create Public Sector Value
Theme Critical value levers
Deliver more accessible services
• Reduce the number, frequency and cost of citizen interactions • Increase the flexibility of services
Connect with citizens• Enable citizens to contribute ideas, opinions and information• Motivate, educate and empower citizens
Increase transparency • Provide citizens with accurate, comprehensive and meaningful information• Provide citizens with channels through which they can leverage open government data
Centralize and standardize
• Enable collaboration across silos• Improve the quality and efficiency by developing common IT, data and process standards
Improve efficiency and reduce waste
• Strengthen performance management• Improve governance, procurement and project management capabilities
Strengthen security and privacy
• Collect and proactively share standardized security information • Develop a strategic awareness of risk-based enterprise
Val
ue
crea
tors
Enab
lers
Accenture’s Public Sector Value (PSV) Model
The Accenture Public Sector Value Model (PSV) enables governments at all levels to assess how effectively their resources generate meaningful value for the average citizen. The model considers not just outcomes but also cost-effectiveness—the two major dimensions of value.
Outcomes
Cost Effectiveness
Higher-performing public services
Lower-performing public services
Value Creation:Deliver more accessible services
To simplify access to government services, agencies will invest in developing mobile applications, implementing more ‘personalized’ transparency platforms, launching a citizen services portal and making better use of popular consumer platforms such as social networking sites
regulations.gov
IRS “Where’s My Refund?”
FAFSA
• How can I better meet the needs of my citizen-customers?
• What channels are most important to my customers?
• How can I optimize and synchronize multi-channel citizen interactions?
Social Media recalls.gov
Value Creation:Connect with Citizens
The GSA and OMB will collaborate to create a Citizen Engagement Platform that will provide a simple, cost-effective vehicle for agencies to interact and collaborate with citizens
White House “Open for Questions” HUD Ideas in Action
DOE “The Freedom Prize”Opinion Space 2.0
• How can I better engage my citizen-customers?
• What can I learn from engaging my customers?
• How can I demonstrate through my actions that I listening to them?
Value Creation:Increase transparency
The OMB will develop new dashboards for every aspect of government operations (HR, finance, procurement) and citizen services (mainly reporting on the quality and performance of services) modelled on the IT Dashboard. Continued and expanded democratization of government data
Data.govUSASpending.gov
MCC Results Portal
• What do I need to do to become more transparent “ready”?
• How can I create a culture of increased accountability?
• How can I identify and prepare my data for democratization?
Geodata.gov
Enabling:Centralize and standardize services
Instead of Federal IT spending being broken into silos by department, the new OMB administered Integrated, Efficient and Effective Uses of Information Technology (IEEUIT) account will be used as a central Government fund to establish common hosting for central IT services and creating a set of common platforms for universal tasks.
Apps.govInternet Payment Platform
• Which of my applications are “cloud ready”?
• How ready are my processes to support centralization and standardization with other agencies?
• How can I create a culture of collaboration inside and outside of my agency?
“Fedipedia”
Cloud = $1.7M in savings
Enabling:Improve efficiency and reduce waste
To improve investment management and procurement processes, maximize the efficient unitization of IT assets and introduce more efficient ways of working.
The IT Dashboard
TechStat
Federal Data Center Consolidation
Expanded Use of Federal eMalls
• Where can I eliminate efficiency and waste in my organization?
• Do I have sufficient Business Intelligence capabilities to identify inefficiency and waste in my organization?
• Am I leveraging all of the tools at my disposal (e.g. Lean Six Sigma) to eliminate waste?
Enabling:Strengthen security and privacy
Continued government-wide implementation of HSPD-12 and the ICAM roadmap will enhance security and ensure data privacy, while strengthening security information sharing capabilities and adopting outcome-focused metrics to drive a broader move toward a real-time security posture
CyberScope
HSPD-12
• What does my internal cyber security roadmap look like?
• How can I speed the implementation of critical security initiatives within my organization?
• How can be sure I am in compliance?
Conclusion:High Performance Federal IT
Carmel HinkleFederal Civilian Solution Specialist
Microsoft Dynamics – U.S. Public Sector
Throughout his career Carmel has focused exclusively on working with both appointed and elected government
officials to identify and deliver innovative Public Sector information technology solutions. He provides over 25
years of experience in government business development, governmental relations consulting, client relationship
management, and marketing information technology solutions for State, Local and Federal agencies . His focus is
now on supporting the Microsoft Dynamics CRM solution needs of all Federal Civilian Agencies.
Since joining the Microsoft Dynamics Public Sector Team in 2006, Carmel has successfully fulfilled roles as the
Central Region Dynamics Solution Specialist serving the 19 states in the Midwest. Most recently Carmel served in
a national role as CRM Portfolio Manager working closely with customers, partners, and internal Microsoft
stakeholders to help expand Dynamics CRM solutions in state, local, Federal and education organizations across
the country.
During 2009, in his role as national CRM Portfolio Manager for Dynamics Public Sector, Carmel was a part of the
Microsoft Innovation and Strategy Team that created the pioneering Public Sector On Demand Idea Bank,
www.publicsectorondemand.com, designed to deliver hosted Dynamics CRM solutions to the Public Sector in an
innovative manner that combines the best of community, content, and commerce.
Previously Carmel served at Accenture as Senior Business Development Director for their eDemocracy Services
Practice which specialized in statewide voter registration and election management solutions designed to meet the
requirements of the Federal Help America Vote Act (HAVA). Prior to that Carmel served as the Senior VP of Sales
and Marketing of CMIS (a Microsoft Gold Certified Partner) that developed and deployed voter registration and
election management systems on a national basis.
The Federal Landscape
• Culture
– Focus on Transparency, Accountability, and Oversight
– Open Government Initiative
– Citizen Engagement Platform
• Resources
– Economic impact on revenue and budgets
– Do more with less
• Technology
– Leverage innovative solutions to improve interaction, collaboration, communication to make government more connected with and responsive to the public
– Deliver on the mandates of the Culture and Resources
Public Records Tracker™
Public Records Tracker Demo,, Detailed Solution Features, Functions, Benefits and Resources are available here or linked at:www.publicrecordstracker.com
Comprehensive Regulatory Reporting Compliance
Easy Automated Purchase Process via eCommerce or Purchase Order
Facilitates the Capture, Tracking, and Management of Every Key PRA/FOIA Process
Helps Public Officials meet President Obama’s Government Transparency Goals
Facilitates PRA/FOIA Compliance for State, Local, and Federal Government
Comprehensive PRA and FOIA Compliance Solution
Microsoft Stimulus360
View key data
analysis
consolidated from
multiple projects.
Enables government
officials to manage
the full life cycle of
economic stimulus
programs.
Solution comes pre-
populated with
content, including
legislative and
regulatory links,
report formats, and
news subscriptions.
Meets ARRA goals –
designed to meet the
requirements of the
American Recovery
and Reinvestment
Act of 2009.
Includes an intuitive
and easy user
interface because the
software works with
the interfaces users
are familiar with.
Workflow is built into
the platform, allowing
simple or complex
processes to be
automated, with
notification to all
participants in the
process.
American Recovery & Reinvestment Act (ARRA)
February 2009Chart source - http://www.washingtonpost.com/wp-
dyn/content/graphic/2009/02/01/GR2009020100154.html
Task Management (TMT)
• End to End Staff Actions/Suspense Tracking providing accountability & situational awareness
• Automated email intake, routing, collaboration, automated sr. leadership review and email response
• 58,000+ DoD Users
avanade®Solution Provided By
TMT: Tasker Management Tracker
Overview
Organizations: Military Services & Joint Commands
Background: Poor situational awareness, time consuming processes, AFSO 21
Purpose: Enable end-to-end automation of tasking within a command and between commands
Solution: MSCRM and SharePoint to intake taskers, assign, collaborate and respond automatically. Integrated OCS
Customer Benefits
Usage: Staff Actions, Suspense Tracking, Awards & Decs, RFIs
Unique CRM Functionality Utilized:
Outlook integration, Automated email intake, SharePoint automation, Single view status and remarks, data aggregations, reporting, OCS Integration
Current/Potential ROI:
1 hour per day - initiation, 10 minutes per tasker response, 90% storage reduction
TMT: Outcome
• Information can come right from the emailLess mistakes are made
• Data driven organizational hierarchy and instructionsMore accurate assignments
• Avoid paperwork slow-downs. Now rely on OCS Instant Messaging , discussion groups and targeted email communications from within toEnhanced collaboration
• See status of all assignments and completion dates, understand potential bottlenecks
Fewer Surprises and missed deadlines
• Process more requests in a given day, reduce email and phone call communications
More efficient response processing
• Ability to be part of the process without big learning curve. Reduce desire for paperwork.
Better executive and sr. leadership involvement
USDA Accelerates Reporting by 80 Percent, ImprovesOperations Management with CRM Solution
Business SituationRMA sought to ease access to information for its case managers andexecutives by consolidating data from multiple systems in a single, fullyintegrated solution.
SolutionMicrosoft Gold Certified Partner Avanade helped RMA implement the Compliance Activities and Results System solution based on Microsoft Dynamics CRM, which combines workflow, document management, role-specific dashboards, and reporting tools in an easy-to-use interface.
Improved Compliance Through Better Performance MeasurementCARS gives RMA leadership the necessary tools to quickly and effectively evaluate performance across all of the organization’s locations. This has helped ease regulatory compliance by enabling RMA’s leaders to rapidly implement changes to operating procedures or budgeting in accord with shifting federal legislation.
Benefits• Reduced reporting time by up to 80 percent• Enhanced case management• Improved compliance through better performance measurement
For More Information :www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000006437
The Risk Management Agency (RMA) of the United States Department of
Agriculture promotes the vitality of
America’s farmers and ranchers by
providing agricultural insurance through a network of 16 private companies.
RMA, which has experienced rapid growth since its founding in 1996, now has approximately 500 employees dispersed across various regional offices. The organization’s administrative budget for fiscal year 2009 was U.S.$77 million, and in
that same year, RMA managed nearly $80 billion in insurance liability.
USDA Risk Management Agency Case Study Example
Correspondence Management
• Allows agency/dept. to get a 360 degree view of all the organizations and individual communications
• Assign emails based on workflow rules
• Scan docs to integrated SharePoint
• Track information about record disposition
Solution Provided By
Correspondence Management - Engage
Invest Once, Deploy Multiple Applications
0 – Chief of Staff
Tasker ManagementCongressional InquiryFOIADistinguished VisitorsCommander DashboardCommand Calendar
1 - Personnel
New HireAwards & DecorationsEvaluationsTraining/ CertificationFOIAIn/Out ProcessJoint Manning DocumentRequest For ForcesTDY Requests
2 - Intelligence
RequirementsIntelligence GatheringAsset TrackingGeospatial CatalogFOIA
3 - Operations
Adaptive PlanningOperational ResponseOPORD/FRAGOFOIAMinistry EngagementTheater Security Cooperation (w/J5)DocChopsFacilities Management
4- Logistics
Request for Assistance / Mission Assignment (HA/DR)Asset trackingFOIAForeign Military SalesFacilities Management
5Plans/Policy
6 IT/KM
7 Training/ Recruitment
8 – Programs & Resources
9 –JIACG / Other
Trouble TicketsVendor TrackingIT Portfolio ManagementFOIARFI/RFAIT Requirements Mgmt
ContractsBudgets (POM)Requirements (JCIDS, IPL, PBR, IPL, PROP)FOIAAuditing
Interagency “Rolodex”Investigation Management (Inspector General)Treaty Tracking (DTRA)Liaison MgmtPublishing
Theater Engagement ScorecardForeign Military SalesOPLAN / CONPLAN development, staffing, and publishing
Lead GenerationOn BoardingReadinessFOIA
Trouble TicketsVendor TrackingIT Portfolio ManagementFOIARFI/RFAIT Requirements Mgmt
Invest Once, Deploy Multiple Applications
Financial & Budgetary
Budgetary Request and approvalsTask ManagementCongressional InquiryFOIAGrant Management
HR/Personnel
Personnel TrackingPromotionsEvaluationsTraining/CertificationApplicant ProcessingNew Hire/RetirementFOIARecruitmentTask Management
Logistics/Acquisition
Asset trackingFacilities ManagementContract Management
Operations/Policy
Correspondence TrackingConstituent ManagementProject ManagementTasker ManagementFacilities Management
IT
Trouble TicketsVendor TrackingContract ManagementFOIA
Public/InterGov Affairs
Legislative Affairs Inspector General Other
Trouble TicketsVendor TrackingIT Portfolio ManagementFOIARFI/RFAIT Requirements Mgmt
Agency unique solution
eGovConstituent ManagementCorrespondence TrackingState RelationsFOIACall Center
Investigation or Case ManagementCongressional Inquiry
Case ManagementCongressional InquiryTask ManagementFOIA
Delivering Transparency and Accountability Across Government
Capture
Categorize
Coordinate
Communicate
Making a difference to the people who make a difference in government
• Web
• Phone
• Type
• Impact
• Priority
• Severity
• Work Orders
• Scheduling
• Resources
•Time Frame
• Press
• Stakeholders
• KPIs
• Reports
• Kiosk
• Face to Face
Channel
Ranking
Routing
Audience
Envisioning the Possibilities
xRM Academy | (x=∞) | xrmacademyllc.com
Only Training. Only Microsoft CRM.
xRM Academy* training delivers:
• Increased awareness of capabilities and solutions enabled by Dynamics x/CRM
• Skills necessary to begin developing business solutions with the CRM platform
• Co-develop a roadmap for success with your Dynamics CRM implementation*Developed in conjunction with Microsoft.
xRM Educational Service offerings:
• Curriculum development for ongoing internal use
• Train the Trainer training and enablement
• Custom training, documentation and delivery for large CRM implementations
Microsoft Official Curriculum CRM 4.0 and CRM Professional Certification training:
We train all Microsoft Official Curriculum CRM and Certification courses
Training logistics minimize set up time and costs:
• Mobile computer lab preconfigured for lab work and hands on training
• Your location, our location or a Microsoft campus around the world
Contact [email protected]
For More Information
• Bright Ideas in Government Examples
– Send an email to [email protected] to have a discussion about how your agency can leverage these ideas.
– www.publicsectorondemand.com – Public Sector On Demand Solutions
– http://www.publicrecordstracker.com/ - FOIA Management
– http://www.govserver.com/Pages/GovernmentSoftwareSolutionsandInformation.aspx - Stimulus360 Video
– http://www.federalnewsradio.com/?sid=1900524&nid=308 – Federal News Radio -Empowering Government with XRM Solutions – DC Office of CFO
– Microsoft Government Solutions Catalog -http://www.federalnewsradio.com/pdfs/USPS.PDF
– http://www.usfederal360.com/ - U.S. Federal360 - Correspondence Management
– www.codeplex.com – Free Open Source solutions to jumpstart your ideas.
Christopher S. ZinnerSenior Manager
AccentureOne Freedom Square11951 Freedom DriveReston, VA 20190-5651
Tel: +1 703 947 4523Fax: +1 703 947 2200Mobile: +1 415 225 [email protected]
Thank You!