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City of Los Angeles Improves Customer Satisfaction with Self-Service PortalMatt Lampe, CIO, Los Angeles Department of Water & Power
Sachin Agarwal, Sr. Director of Product Management, Oracle WebCenter
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Agenda
Portal: Business Drivers and Market Trends
Oracle WebCenter Portal Overview
Los Angeles Department of Water & Power Self-
Service Portal
Summary
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Portal: Business Drivers and Market Trends
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Typical cost per Help Desk call is $3-10 per ‘contact’
“Labor for Help Desk
costs accounts for
75%
(or more)
“
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Self-Service
BANKING
IN-STORE P.O.S. KIOSKS
CUSTOMIZEDTECH
SUPPORTON MY TERMS24 x 7 x 365
MOBILE
IT’S ALL ABOUT
ME!
EMPLOYEE BENEFITS
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Business Drivers for Self-Service Portals
Empower Your Users
• Access to more services and applications online
• User experience for business processes
• Single destination for users
Drive Efficiency
• Provide business stakeholders ability to customize and modify online properties
• Provide IT a unified platform to deliver information and applications
Quick & Easy, Anytime Access for Customers, Partners & Employees
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Trends Impacting Portals & CompositesEvolving User Expectations
PersonalizedEmpowered
Social
Context Aware Mobile
Tablets
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Trends Impacting Portals & CompositesEvolving Development Tools & Expectations
Converging Sites, Commerce & Web Applications
Gadgets
HTML 5, JSONREST, etc.
Web Oriented Architectures
Intelligent Device Support
Rapid Development
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Oracle WebCenter Portal Overview
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Oracle WebCenter
Oracle WebCenter is the engagement platform powering exceptional experiences for employees, partners and customers. Drive sales and loyalty with engaging cross-channel
online experiences Provide a single point of access with self-service
portals and application dashboards Enhance productivity with social collaboration Ensure timely, relevant and accurate information with
enterprise content management
Engage Your Customers. Empower Your Business.
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Provide a single point of access with self-service portals Modernize and simplify the user experience Aggregate useful information for efficiency Extend to customers and partners Up-sell/cross-sell more products/services Provide a means to collaborate,
communicate and discover
Oracle WebCenter Portal
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Provide a single point of access with application dashboards
Easily assemble new custom application dashboards using a prebuilt library of reusable components
Streamline and secure access to multiple enterprise applications
Personalize view of information and integrate social tools
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Oracle WebCenter Portal
Navigation
Documents
Social
Business Intelligence
Transactions
Search
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Los Angeles Department of Water & Power Self-Service Portal
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Los Angeles Department of Water & Power
Established over 100 years ago Over 9,000 employees Largest public utility company in the United States Delivers reliable, safe water and electricity to 3.8 million residents
and businesses in Los Angeles Serves 666,000 water customers and 1.4 million electric
customers
Company Overview
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Business Objectives
Single site for various users Secure, managed by Oracle
Identity Management Collaboration space for
group work Access Portal to
applications & workflows Simple for posting Capable of receiving
feedback at author's option
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Business Challenges
Information silos – not fully integrated
Limited service channels – inconsistent customer experience
Narrow operational visibility
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Target Solution
Customer Self-Service Portal integrated with Siebel, CIS & Legacy applications
Built on Oracle WebCenter Portal & Oracle WebCenter Content
Other Oracle Products: Identity Management, OAM, OVD, Database
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Target Solution
Multi-channel access
Desktop, Mobile, Tablet
Customer-focused design
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Los Angeles Department of Water & Power
State of the art Portal platform True customer self-service
– My Account, payments, rebate processing
Application and content management integration Multi-channel access, including mobile devices Already using Oracle technologies Broaden the population of authors to keep content fresh
Benefits
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Summary
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Oracle WebCenter Portal
INTEGRATED
REUSABLE COMPONENTS
CUSTOMIZED
MASHUPS
CONTENT MANAGEMENT
ORACLE APPLICATIONS
ORACLE BPM
CONTEXT SOCIAL & PERSONALIZATION
BUSINESS USER & IT
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ORACLEWebCenter
The Center of Engagement
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Join the WebCenter Community!
Oracle WebCenter blog:http://blogs.oracle.com/webcenter
Oracle WebCenter Homepage:http://oracle.com/webcenter
Oracle WebCenter Newsletter:http://oracle.com/newsletters
Twitter: http://twitter.com/oraclewebcenter
Facebook: http://facebook.com/webcenter
LinkedIn: http://linkd.in/ORCL_Social
Are You Part of the Latest Conversations?
Over325,000
CommunityMembers
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