1 1 © 2012, Confidential, Pegasystems Inc.

Future-Ready Government —

Powered by the Social, Mobile

& Cloud Revolutions of Today

Krassi Genov

Sr. Product Marketing Manager

Date

2 2

Agenda

Why do you need a new approach to the citizen

experience management paradigm

How technology can empower your agency create an

informed, integrated view of your customers

How your organization can best design and coordinate

the delivery of services across multiple channels

3 3

“The public deserves competent, efficient,

and responsive service from the Federal

Government..”

Executive Order 13571

Streamlining Service Delivery and Improving

Customer Service

4 4

Improve customer experience by

adopting proven best practices and

coordinating across service channels

Streamline agency processes to reduce

costs and accelerate delivery

Executive Order 13571

Use technology to lower costs,

decrease service delivery times,

and improve the customer experience

5 5

The Layers of Digital Government

Customers

Presentation

Layer

Platform

Layer

Information

Layer

Citizens Employees

Govt Digital

Services

Private

Digital

Services

Systems, Processes, Management &Web

APIs

Open Data and Content (Information)

6 6

The World Is Changing

7 7

“More content is currently created within

48-hours than was created from the

beginning of mankind through 2003.”

Eric Schmidt, Google CEO 2010

8 8

We live in a hyper connected world…

http://royal.pingdom.com/2012/01/17/internet-2011-in-numbers/

The “New World” is Hyperconnected

©Krassi Genov

9 9

Vs.

Old vs. New

10 10

Rapidly Changing Information Flow

THEN… (Dedicated Media/

Limited Reach)

NOW… (Citizen Reporters/

Global Reach)

When a 5.9 earthquake hit near Richmond,

Virginia on August 23rd, 2011, residents in

New York City read about the quake on

Twitter feeds 30 seconds before they

experienced the quake themselves.

11 11

THEN… (Desktops / Notebooks) NOW… (Tablets / Smartphones)

Creating an environment for mobility…

Rapidly Changing Devices

12 12

Answering the question….

Source: Cloudbakers

13 13

BUSINESS TRANSFORMATION

Back

Setup Computer

System Setup, S-119

Pending

Setup Phone

Desk Setup, D-120

Pending

Install Software

System Setup, S-120

Pending

Setup Desk

Desk Setup, D-121

New

Setup Storage Unit

System Setup, S-121

New

My Worklist

The World Is Changing

14 14

Your Optimum Deployment Choice

On-Premise

Dev/Test

Production

Cloud

15 15

Putting the customer first means quality

information is accessible, current and accurate

at any time….It means coordinating across

agencies to ensure when citizens and

employees interact with government

information and services, they can find what

they need and complete transactions with a

level of efficiency that rivals their experiences

when engaging with the private-sector.

Source: The White House

16 16

Channels

Government Goals

Efficiencies

Innovation

Service

Policies

Citizens Needs

Contextual

Timely

Consistent

Relevant

Achieving Customer Satisfaction

Customer

Satisfaction

17 17

Get work done across multiple systems and parties – with context

Systems are not designed to cross functional, divisional and corporate boundaries.

Be responsive to changing regulatory requirements.

73% of IT budgets are spent on maintenance (Forrester 2011).

Yet it takes months to make simple changes.

Become more streamlined, agile and cost effective.

Too many “Point Solutions”, ERP, PLM, MES and many manual workarounds.

Difficult to change. Brittle and costly to maintain

Delight constituents with a customized experience.

Code is replicated and modified to create customized experience.

Multiple versions have to be maintained.

Create agency wide processes that are easily modified to meet specific requirements.

Manual overrides and workarounds to accommodate local requirements.

Inconsistent results.

Challenge

Complication

Additional Challenges

Changes slow to implement with Existing Systems and Applications

18 18

“Customers don't know — and don't care to

know — how government is organized. So

why make them go from agency to agency to

get the full picture of what gov't has to offer on

any subject?"

Source: National Dialogue for Improving

Federal Websites

19 19

Emergency Response

How do I renew

my drivers

license?

How do I report

a road

accident?

When can I file

for benefits?

Who do I

contact?

What website

do I need to go

to?

Which number

should I use?

………?

Benefits Delivery

Employee Training

General Information

Program Management

Public Affairs

Support

Citizens: Who, How, Which, What, When?

20 20

Emergency Response

How do I renew

my drivers

license?

How do I report

a road

accident?

When can I file

for benefits?

Who do I

contact?

What website

do I need to go

to?

Which number

should I use?

………?

Benefits Delivery

Employee Training

General Information

Program Management

Public Affairs

Support

DOT

VA

SSA

FTB

CDRS

Citizens: Who, How, Which, What, When?

21 21

Context is Key

©Krassi Genov

22 22

Agencies

CRM Cloud apps

SOCIAL

BPM

ECM

ERP

Program

Managers Citizens Vendors Policies

Organize and Drive Work Contextually

Dynamic

Case

Management

23 23

Organize Work Holistically

Structured,

Unstructured,

Dynamic

Case Subjects

Tasks Content

Case Data Collaboration

Case Events

Business Objectives Rules and

Policies

Processes &

Dependencies

Sub-

Cases

24 24

Optimize Operations

with Next-Best-

Action Strategies

Next-Best-Action Delivers Business Agility

Personalize in

Real-Time, Across

Channels

1 2 3 Continuously

Monitor, Control,

and Adapt

Measure

Learn

Simulate

Why Next-Best-Action

Increase operational effectiveness, reduces time-to-value, and

drives customer satisfaction.

25 25

A Unified Solution for Agile Government

Citizen Relationship Management

Business Process Management

Case Management

User Experience

Citizen Claims

Management

Decision Management

Cloud Analytics

Public Pension

& Retirement

Member/ Provider Services

Disease Outbreak

Management

Global Tax Modernization

Eligibility & Enrollment

Grants Management

Citizen Payment Case Management

Citizen Benefit

Disputes

Vehicle License &

Registration

Citizen Inquiry & Request

Management

Agency Contracts

Management

Dynamic Case

Management

26 26

Channels

Government Goals

Efficiencies

Innovation

Service

Policies

Citizens Needs

Contextual

Timely

Consistent

Relevant

Achieving Customer Satisfaction

Customer

Satisfaction

27 27

Build for Change®

Pega software revolutionizes how leading

organizations optimize the customer experience

& automate operations