constituent response management, for us public sector

Copyright © Capgemini 2016. All Rights Reserved

Capgemini at Dreamforce 2016

Constituent Response ManagementFor US Public Sector

Index_

• Constituent Response Management

• Challenge

• Solution

• Benefits

• Why Capgemini

2



How best can Federal, State and Local government agencies rapidly respond and support its citizens in a highly dynamic

society? Service is at the heart of every agency’s brand. Providing good service leads to improved citizen satisfaction

for government entities of all sizes. However, providing expert services, at a large scale, implies technical and

organizational challenges.

To give citizens the all-channel experience they desire, governments must address:

Constituent Response Management_

3

• Proliferation of channels and devices

• Migration to digital

• The demand to be agile and flexible

• Rising expectations

• Treating citizens as individuals, not transactions

• Optimizing costs

The Challenge

Need to predict citizen demand for

information and services

Need to respond to critical situations in

hours or weeks instead of months

Need to communicate with citizens via all

channels – meet them where they’re at

on social media, email, phone, video, and

text.

National disasters

Drug interactionsCRM/e-commerce

The Solution_

Omni-Channel Experience

Predictive ability to anticipate a surge in

requests for government services.

Ability to open up additional phone lines or

open a call center to meet the needs,

depending upon the situation with Capgemini’s

Odigo omni-channel solution.

Paired with Salesforce Service Cloud, you will

be empowered with SOS – Service as a

Service; it’s the ability to provide exceptional

services across all channels. That’s true omni-

channel service.



Trend Analysis of Social Media

Tools to alert you to

trends from influencers

and constituents



Agency’s Rapid Response

Agency creates first

articles and gets

team started



Agency Stands up Scalable Solution

Agency builds

FAQ / knowledge

center

and adds

additional call

center agents,

enabling 50

additional seats

for Odigo



What is Odigo?

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Odigo is a cloud contact center platform. It distributes customer interactions to the right parties within the

organisation supporting the most relevant omni-channel customer service & service desk strategies for the business.

CREATING CONVERSATIONS

+3B Interactions per year

+5M Calls per day

+1M SMS per day

+400,000 declared agents

10 Datacenters

17 countries

Next Best Action/Agent

The Benefits_

Create strong and unique links with your constituents_

Government agencies can use products like Salesforce Service Cloud and Capgemini’s

Odigo omni-channel solution to create an extended service oriented response to any

changes or emergency you may face. Benefits include:

• Addressing information collection from virtually any medium,

• Ability to qualify the appropriate responses to the information or

request,

• Routing the citizen to most appropriate resources,

• Offering a 360 degree vision on a changing world, and

• Engaging in a meaningful way to help support the citizen, often

during trying times.

Proven solution accelerates event

response and time to value_

Without a strategic approach to constituent

response management, it can mean higher costs,

inefficiencies, delays, and decreased morale and

confidence among agency workers and citizens.

Recognized by Analysts as a Leader for CCaaS

(Contact Center as a Service) in 2015, Odigo is a

multichannel platform that supports front-office and

back-office communications.

Clients include DHL, State of Georgia, France’s La

Poste, Samsung, Toyota, and HSBC

Contact_

Why Capgemini_

• Global Strategic Consulting partner with Salesforce and

winner of Salesforce’s 2015 Partner Innovation Award

• Winner of the GSA Salesforce Implementation, Integration,

and Support Services (SIISS) Blanket Purchase Agreement

(BPA)

• Proven Public Sector domain expertise in public sector and

emergency communications

• Rapid Design & Visualization framework featuring User

Centered Design methods and Visualforce for Change &

Enhance Management

• Utilization of Salesforce Accelerators to speed delivery, lower

costs and reduce risk of the migration

James HutchersonSalesforce Architect | Public Sector

Mobile: (440) 725 -2049

E-mail: [email protected]

Brian MurphyPrincipal | Public Sector

Mobile: (410) 456-4635

E-mail: [email protected]

mailto:[email protected]

mailto:[email protected]

The information contained in this presentation is proprietary. © 2016 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.

www.capgemini.com

About Capgemini

With more than 180,000 people in over 40 countries, Capgemini is one of the world's

foremost providers of consulting, technology and outsourcing services. The Group

reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini

creates and delivers business, technology and digital solutions that fit their needs,

enabling them to achieve innovation and competitiveness. A deeply multicultural

organization, Capgemini has developed its own way of working, the Collaborative

Business Experience™, and draws on Rightshore®, its worldwide delivery model.

constituent response management, for us public sector

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