modern citizen experience - cs forms · population, including children. sources: we are social...

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

Modern Customer ExperienceClosing the Citizen Expectation Gap

David Terry, Sales Consulting Director, Oracle Public SectorChris Hobson, 311 Division Manager, Sacramento, CaliforniaJulie Sanchez, Citizen Services Center/311 Center, Fort Wayne Indiana

April 26, 2016

Oracle Confidential


Safe Harbor StatementThe following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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Agenda | April nn, 2016

12:00 p.m. Trends Driving Cities & Counties to Modernize 311 & Customer Engagement?

12:05 p.m. What Makes up a Modern Customer Experience?

12:15 p.m. The Road to Modern: Sacramento, California

12:30 p.m. The Road to Modern: Fort Wayne, Indiana

12:45 p.m. Q&A


Why Are We Here Today?

We see two major forces driving the modernization of the customer experience in government and especially around 311 programs:

1. increasing citizen expectations of government driven by our changing consumer experience, and

2. rapidly changing cost vs. capability curve driven by cloud computing.

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Our Consumer Experience is Evolving Rapidly…particularly driven by social media and mobility

1980s 1990s 2000s 2010s

EmpoweredEmployees

Digital isHumanized

KnowledgeEverywhere

Internet ofThings

Mobile as Primary Channel

Cross-ChannelService

WHAT’S NEXT

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These Changes PermeateCitizen Expectations

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Digital in the USASnapshot of key digital indicators – January 2016

323 MILLION

TOTAL POPULATION

URBANISATION: 82%

FIGURE REPRESENTS TOTAL NATIONALPOPULATION, INCLUDING CHILDREN

Sources: We are Social – Compendium of Digital Statistics – January 2016; UN, US Census Bureau; ITU, Facebook, GSMA Intelligence.

282 MILLIONPENETRATION: 87%

FIGURE INCLUDES ACCESS VIAFIXED AND MOBILE CONNECTIONS


FIGURE REPRESENTS ACTIVE USERACCOUNTS, NOT UNIQUE USERS

342 MILLIONVS. POPULATION: 106%

FIGURE REPRESENTS MOBILESUBSCRIPTIONS, NOT UNIQUE USERS


FIGURE REPRESENTS ACTIVE USERACCOUNTS, NOT UNIQUE USERS

ACTIVE INTERNET USERS

ACTIVE SOCIALMEDIA ACCOUNTS

MOBILE CONNECTIONS

ACTIVE MOBILESOCIAL ACCOUNTS



Cloud Computing ModelChanges the capability vs. cost equation

* NIST Cloud Computing Reference Architecture, Special Publication 500-292

Instead you innovate faster…• Tailor information capture and

measurement

• Tailor the business process

• Tailor user experience

• Monitor/manage your usage

• Stay current with technology via quarterly upgrades

You no longer…• Operate the data center• Maintain hardware

• Manage & patch databases, underlying OS

• Make major up-front capital investment

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Delivering a Modern Customer Experience

Modern Customer

Experience

Engage Customers

Make it easy for citizens to engage

1 2Empower Employees

Make it easy for agents to serve citizens

3Adapt QuicklyEasily adapt to changing business demands

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Make it easy to…

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Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 10

Engage1

Web, Mobile, SocialOffer easy, engaging self-service to citizens on their device(s) of choice, and true to your brand

3

Dynamic, PersonalizedCapture requests and offer guidance through intelligent, online questionnaires easily launched from knowledge

4

CommunitiesLeverage social collaboration with constituents by facilitating online communities

2

KnowledgeDrive effective self-service with rich, pervasive, self-learning knowledge with natural language search

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Social & MarketingUnderstand social trends and sentiment, and reach interest groups and stakeholders with timely information

Empower

1

Case ManagementRich interaction and case management with knowledge, workflow, routing, intelligent interviews contextual workspace

2

Omni-ChannelSeamless channel support in a Unified Agent Desktop incorporating CTI, chat, co-browse, email, and more

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AnalyticsDeliver role-specific, timely, contextual information supporting action and decisions

3

Mobile ServiceOptimize mobile service assignments, routes, tablet and smart phone-based data collection and tasks

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Adapt2

IntegrateSOAP, REST API integration, SSO through SAML, Import/Export and more

1

ConfigurePre-packaged self-service widgets, PHP & HTML, tailor automation & work-spaces, extend data model

3

Secure & PerformMission-critical security, scalability, redundancy and compliance via embassy-grade data centers

4

ControlYour cloud, your way: schedule upgrades, monitor instance & utilization, flexible licensing tailored to your business

Oracle Confidential


Complete, Modern Customer Experience for GovernmentOracle offers a Cloud-based Customer Service and Engagement Platform that makes it easier for your citizens to engage, empowers your service delivery workers, and helps you adapt to rapidly changing stakeholder demands and business conditions

WEB

CONTACT CENTER

SOCIALMOBILE

CASEWORKERFIELD

SERVICE

OFFICE

IOT

CLOUD PLATFORM SERVICES

MARKETINGSERVICE SOCIAL

SOFTWARE AS A SERVICE APPLICATIONS

DATA MANAGEMENT IDENTITY MANAGEMENT MOBILITY APPLICATION DEVELOPMENT

IT OPERATIONS MANAGEMENT CONTENT & PROCESS BUSINESS ANALYTICS INTEGRATION

COMMERCE SALESFIELD SERVICE



On the Road to Modern Citizen ExperienceSacramento, California

Chris Hobson, 311 Division Manager


On the Road to Modern Citizen ExperienceFort Wayne, Indiana

Julie Sanchez, Director Citizen Services Center/311 Center

modern citizen experience - cs forms · population, including children. sources: we are social...

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