welcome to the government success platform
TRANSCRIPT
Welcome to the Government Success Platform Connect To Citizens In A Whole New Way
Paul Tatum Vice President, Solution Engineering Public Sector
Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, Inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, Inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, Inc. assumes no obligation and does not intend to update these forward-looking statements.
Agenda 1 Industry Perspective
2 Democratization of Technology
3 The Government Success Platform
4 Next Steps
paradigm shift a radical change in underlying belief or theory
Traditional “Customers” Connected “Customers”
• Wait on hold and think it’s ok
• Fill out a paper form
• Expect to conform
• Expect information silos
• Comply with M-F, 8-5 hours
• Complain to you directly
• Do not expect to be heard
• Expect to be a number
• Won’t even call
• Will not touch a pen
• Want a custom experience
• Assume 24x7, Self-service
• Complain to the world
• Expect to be heard
• Expect to be remembered
• Expect mobility
Few Expectations Huge Expectations
Cisco Nexus 5000
7 Versions 10 Patches 9 Options
Today’s IT Reality
Cost | Time | Risk | Resource | Maintenance
315 Combinations 472,500 Combinations 23,625,000 Combinations 9,797,760,000,000 Combinations 117,573,120,000,000,000,000,000 Combinations 14 Quintillion Combinations 35 Sextillion Combinations
Is Simply Unsustainable
TOTAL
OPTIONS
PATCHES
VERSIONS
PRODUCT
LAYER
250
5
10
5
Oracle DB
Database
1200
5
10
24
RedHat
OS
1200
10
5
24
vSphere
Virtual
41472
9
72
64
Proliant BL
Server
500
10
5
10
NAS3200
Storage
1500
100
3
5
EMC VNX
Storage
315
9
5
7
Nex 5000
Network
10000
10
200
5
Websphere
Middleware
288
2
12
12
Endpoint
Security
60
3
10
2
Java
Developer
35 Septillion Combinations 1 Octillion Combinations 6 Nonillion Combinations (6x1030)
Relationship Mgmt
Service Case Mgmt
Outreach Listening
Community
Analytics
Apps
Salesforce Government Cloud
Relationship Mgmt
Service Case Mgmt
Outreach Listening
Community
Analytics
Apps
Mobility
Regression & Capability Testing
Security & Compliance
End to End Integration
Patching & Maintenance
Scalability & Performance Tuning
Innovation Updates
Storage
Network
Servers
Operating System
Database
Developer Environment
Middleware
Salesforce Government Cloud
Eliminating up to 80% of your IT Lifecycle Cost Allowing I.T. to Focus on Innovation
The Government Success Platform
PaaS
Government Success Platform Services
Shared Cloud Database
Shared Workflow
Shared Reporting
Shared Collaboration
Shared Identity Shared APIs
Trusted Security
Always on Availability
Performance at Scale
Application Innovation
Multitenant Infrastructure
SaaS Analytics Community Outreach Service & Case
Management Relationship Management
Apps
Relationship Management
Relationship
Connected Revolution
Travel & Tourism
Conventions
Visitors Bureaus
Grants Management
Arts &
Community
Grant Projects
Manage Grant
Distribution
Economic Development
Trade
Missions
Port Authority
Regional Job Creation
Transportation
ePass
Tolls
eTicketing
Loyalty Ptograms
Ad Sales
Management
Citizen Service & Case Management
Service &
Service Revolution
Citizen Self-Service
Online
Screening
Online Eligibility
Online
Case Access
Contact Center
311 Citizen Engagement
Central Intake
Hotline
Health Ins. Exchange
Licensing & Permitting
Construction
Restaurants
Fish & Game
DMV
Case Management
Health & Human
Services
Child Support Enforcement
Veterans’ Affairs
Justice &
Public Safety
Case Management
Community & Stakeholder Experience
Community
Community Revolution
Local Communities
Volunteerism
Match Interests
w Volunteers
Active
Community Involvement
Health & Human Services
Provider
Community
Business Partners
Program
Participants
Federal Agencies
Business Partners
Community
Stakeholders
Legislators
Personalized Experiences
Public Health
Community Health
Wellness Promotion
Communicable
Diseases & Outbreaks
State, Local & Federal Reporting
Analytics
Data Revolution
Mobile Reporting
Salesforce Analytics
Mobile App
Mobile Lenses
Mobile
Dashboards
Transactional Reporting
Pre-Built
Transactional Reports
Pre-Built Objects
Custom Objects
Dashboards
Analytical Reporting
Enterprise Reporting Platform
Any Data
Any Source
Social Enabled
Federated Data & Large Data
Sets
Search-Based Queries
Collaboration
Services
Wave Technology
Citizen Engagement & Outreach
Apps
Connected Apps
Connected Products
Connected
Spaces
Content
Asset Management
Workflow & Approvals
Versioning
Channels
SMS/MMS
Push Notifications
Social
Advertising
Web
Experiences
Journeys
Maps
Interactions
Metrics
Analytics
Reporting
Dashboards
Web & Mobile Analytics
Contacts
Contact Management
Segmentation
Tools
Events and Triggers
Predictive
Intelligence
Outreach &
Engagement Revolution
Social Listening
Build Enterprise Apps Faster
Apps
App Revolution
Knowledge Base
FAQ’s
Solutions
Articles
Ideas
Inspections
Bridges & Equipment
Restaurants
Health Facilities
Parks & Rec
Public Housing
Investigations
Child Welfare (SACWIS)
Adult Protective
Services
Criminal
Complaints & Grievances
Surveys
Citizen Satisfaction
Program
Participation
Service Delivery
10 Years of Government Adoption and Success 23 of 23 CFO Act Federal Agencies
45 Out of 50 States
2005
2014
2007 2008 2009
2011
2012
2013
2010
2006
2015
USDA Operational System for Customer Access and Requests (OSCAR) • Had multiple out of date, non-integrated systems and needed to improve processes and customer service • Deployed OSCAR on the Salesforce1 Platform to manage various services across multiple USDA facilities • Enables Master Data Management, Information Sharing, Reporting and Dashboards
– Cloud based System – OMB’s Cloud first policy and USDA Secretary’s Streamlining Efforts – Mobile Optimized – Application can be accessed with an intuitive, mobile-optimized interface – Facilities Management – Consolidated view of all rooms and data about the occupancy of those rooms – Information Management – 360 degree view shows all interactions with each USDA Agency, all agreements and services provided -- from
parking permits to work orders to asset management
Use Case: Cloud App Development
State Department’s Mobile App Helps Stop the Spread of Illegal Arms • Nonproliferation & Disarmament Fund manages worldwide disarmament missions & nonproliferation projects • iPad app built on the Salesforce1 Platform gives secure mobile access to finance, contract & project data • Users track, monitor & update progress of weapons disarmament missions from anywhere in the world • Leveraged Salesforce1 Mobile SDK to customize UX/UI & integrate with iOS • App developed & deployed in just 7 months
Use Case: Cloud App Development
GSA Leads the Way in Government Cloud App Innovation • Adopted Salesforce1 Platform for app development, integration & collaboration • Consolidated 1700 legacy systems into 15 cloud, mobile-enabled apps
– 75% faster development per app – 92% reduction in TCO per app – 26 apps deployed in just 6 months
• GSA’s NCSC contact center provides multi-channel support to other agencies
“We’ve built over 100 apps with Salesforce to help government be more agile.” Sonny Hashmi, Acting Chief Information Officer, GSA
Customer Relationship
Mgmt TADA0001401451
Dept of Comm
✓ Meet Cloud First Policy
✓ FedRamp Certified
✓ Case Management
✓ Campaign Management
✓ Workflow
✓ Client Management
✓ Document Management
✓ Email Management
✓ Marketing Management
✓ Reporting/Metrics
✓ Social Media
✓ Performance Tracking
Inspections Permitting Call-Center
Citizen Services
Real-time Reporting Mobility
Collaboration Legacy IT Integration
Enrollment Application Processing
Outreach Eligibility
Asset Tracking Mobile Access
Custom Applications
Multi-Channel Connections Case Management
Reporting
Service Desk Workflow & Approvals
Security Case Escalation
Application Modernization Cloud First
Improved TCO Agile Applications
360o Customer Care Collaboration
Tasking Referrals
Healthcare Exchange
Self-Serve Business Services Social Listening
Unify Silo Systems Case Resolution
Your Paradigm Shift Checklist
• Operational – Cloud – FedRAMP – Compliance – Standards – Secure – Scalable – Tested – Availability – Seamless updates
• Customers – How Many – References – Voice – Sentiment – Proven Results
• Functional – Ease of Use – Configure – Customize – Multi-channel – Fully Integrated – Legacy Integration – Social Built-In – Collaboration – Exit strategy – Mobile
• Ecosystem – Developers – Platform – Toolset – APIs – ISVs – App Exchange – Certification – Training – Publications – Conference – Community Help
• Corporate – Leadership – Reputation – Customer Success – Financials – Culture – Global – Transparency – Innovation – Analyst
Salesforce Paradigm Shift Scorecard
• Operational ü Cloud ü FedRAMP ü Compliance ü Standards ü Secure ü Scalable ü Tested ü Availability ü Seamless updates
• Customers ü How Many ü References ü Voice ü Sentiment ü Proven Results
• Functional ü Ease of Use ü Configure ü Customize ü Multi-channel ü Fully Integrated ü Legacy Integration ü Social Built-In ü Collaboration ü Exit strategy ü Mobile
• Ecosystem ü Developers ü Platform ü Toolset ü APIs ü ISVs ü App Exchange ü Certification ü Training ü Publications ü Conference ü Community Help
• Corporate ü Leadership ü Reputation ü Customer Success ü Financials ü Culture ü Global ü Transparency ü Innovation ü Analyst
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2
3 4
5
Citizen Engagement • Next Gen 311 • Public Housing Mgmt • Economic Equality Programs
Connected Government • Case Mgmt • Economic Development • Disaster Management
Communities • Citizen Liaisons • Citizen Self-Service • Employee Collaboration
Business Analytics • HQ Dashboard • Healthcare • Crisis Fusion Center
Fast App Development • Workforce Readiness • Licensing & Permitting • Revenue Management
2
3 4
5
1
Next Steps
Accelerating Your
Success
