Delivering an Enriched CustomerExperience across Multiple Channels1118 West Main Street                                IT ...
Agenda  Introduction  Customer Engagement – Virginia.gov            Empower Business Users through Direct Ownership    ...
Introduction    Marcella Williamson                               Brian Bischoff                 Jason Snook Director, Pub...
Customer Engagement                                                    Key Strategies       Empower                    Use...
Customer Engagement                                                    Key Strategies       Empower                    Use...
Empower Business Business Situation  Previous site managed by 3rd party         Limited control of content, services, an...
Empower Business Commonwealth’s New Business Model  Managed Service -> Direct Ownership  Invest for longer term ROI  Ow...
Empower Business Strong Partnerships©2013 CapTech Ventures, Inc. All rights reserved.   #CTVWebContent   8
Customer Engagement                                                    Key Strategies       Empower                    Use...
User ExperienceA Data-Driven Approach to User Experience                                                        Supposing ...
User Experience  Content Analysis                                                             Most Visited PagesConstructi...
User Experience Information Architecture - Results                                                                        ...
User Experience   Usability TestingUsability testing allows projects teams to vet the        Supposing is good, buteffecti...
User Experience       Usability Test Results200                                                                           ...
User Experience Design Considerations •     User Surveys •     Requirements / Use Cases •     Content Analysis / Card Sort...
©2013 CapTech Ventures, Inc. All rights reserved.   #CTVWebContent   16
User Experience Virginia.gov Mobile Design©2013 CapTech Ventures, Inc. All rights reserved.   #CTVWebContent   17
User Experience Virginia.gov Mobile Design©2013 CapTech Ventures, Inc. All rights reserved.   #CTVWebContent   18
User ExperienceUsability Testing (Round 5) – Mobile Design                                  Avg Success Rate (%)          ...
Customer Engagement                                                    Key Strategies       Empower                    Use...
Integrated Content Mapping Center  Geolocation  Key Landmarks         Motor             vehicles, schools, hospi       ...
Integrated Content Mapping Center - Mobile  Geolocation  Full screen map view  Modal display for   layers  Search for ...
Integrated Content Social  Consolidation of a   disparate social presence  Featured agency or   organization  Owner sel...
Integrated Content Calendaring  Consolidated view of all public meetings  Delegated calendar entry statewide©2013 CapTec...
Integrated Content Governance and Workflow  Permissions & Security                                   Staging & Preview ...
Integrated Content Customer Management  Centralized feedback   mechanism  Provides Transparency  Full circle feedback l...
Customer Engagement                                                    Key Strategies       Empower                    Use...
Mobile Presence Mobile Approach  Reuse, Reuse, Reuse         Information Architecture             is the cornerstone    ...
Mobile Presence Mobile Approach - Reuse©2013 CapTech Ventures, Inc. All rights reserved.   #CTVWebContent   29
Mobile Presence Mobile Approach – Device Detection  Reuse, Reuse, Reuse  Rules Based Approach         Flexible engine f...
Mobile Presence Mobile Approach - Experience  Reuse, Reuse, Reuse  Rules Based Approach  Mobile Optimized         Dedi...
Mobile PresenceMobile Approach – Location Awareness  Reuse, Reuse, Reuse  Rules Based Approach  Mobile Optimized  Loca...
Customer Engagement                                                    Key Strategies       Empower                    Use...
Enterprise Search Enterprise Search and SEO Localized site search Federated crawl and index  across commonwealth assets ...
Enterprise Search Content Migration  Fresh rewrite of content         Leveraged domain Subject Matter Experts         D...
Blueprint for Transformation  Clarify Intellectual Property Ownership  Develop an exhaustive application inventory  Und...
Summary  One organization randomly   selected for digital solutions   consultation  Survey immediately following   the w...
Thank you for attending our webinar:                             Delivering an Enriched Customer Experience               ...
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Va gov webinar_v8

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  • Bill Sapp to kickoff the agendaHousekeepingSubmit questions via the chat in the webex or via twitter
  • Introduce Marcella as the business sponsor for the projectBrian Bischoff will lead discussionJason Snook, resident UX expert with a PhD in Human Computer Interaction
  • Marcella will speak about this slide. Set the context for why this initiative was important.The Commonwealth of Virginia, prior to the 12/1/12 release of the new portal, had not directly managed communications and content on the official state website.  The site was developed and managed over 13 years by a third party with limited control of content, services and communications by the commonwealth.  In addition, other state agencies besides VITA were unable to fully engage the state portal to address their needs and communications.  The commonwealth desired a solution that would enable state employees to access a web content management system that did not require extensive technical skills or training.  This proposed solution would allow the commonwealth to easily manage its communications with agility never experienced before and also to present web content as certain agencies desired and not through an outside entity’s lens.  CapTech was engaged to create this solution in Sitecore with commonwealth resources.  The end result is a new state portal created with Sitecore technology and several Usability iterations that is controlled by commonwealth communication teams.  This solution not only has provided the commonwealth with the ability to quickly manage its own message but also it has decreased the cost of web management to a small annual maintenance fee to Sitecore.  CapTech and Sitecore provided a web solution that for the first time has provided the Commonwealth of Virginia a mechanism for directly controlling the communications of the Virginia.gov portal site.
  • As marcella mentioned, this is a new business model for the stateTransition from a third party managed service to direct business ownershipROIInitial investment with lower operating costs rather than higher monthly service feesImprove self service by directing users to the correct online serviceImproved productivity – reduced time to update the site & coordination with 3rd partyOwnership of data helps drive continual improvements to siteMaintain security and enforce standards including section 508 and ADAInternal controls enables expedited content changes that reflect day-to-day needs of the organizationMention alerts during security or severe weatherVision of delegated content authoring – state-wide contributionHostingCommonwealth made the decision to a third-party for hostingMore flexible and reliable, quicker time to marketProvided increased flexibility to respond to demand in more of a cloud / pay for what you need modelBest of breed technologyDon’t forget about architectureDesign for resiliencyHighly available and fault tolerantSpeak to partnerships on the next slideEnhanced mobile experienceFocus on the medium that provides what citizens needSpeak to each of these in the context of savings, two column viewColumn 1 is the bulletsColumn 2 is the value/savings they get
  • [Bischoff to lead]CapTech for methodologyWe partnered with Big River for creative design and brand servicesWe partnered with Sitecore for best of breed web content managementMention commonwealth of virginia’s engagement throughout the whole project. We partner with our clients on a daily basis to assist with transition along the way
  • Quantitative metrics are an element other companies are either not using or not using effectively.
  • Users got a 500 error 50,000 times over the past yearAverage page load time – 10.4 secondsThe first State Job Opportunities is under Government > Employee > Jobs. The second is under Business > Employment > JobsSearch was 3, 5, 9, and 14 on the list of top pagesPeople searched 10% of the timeMobile use was 2%
  • Shout out to Big RiverSearch usage remained strong but tab usage decreased
  • BischoffLeverage advanced browser features for a more personalized experienceGIS experts can create new data points and manage per their subject matter expertiseFully customizable symbology
  • Bischoff
  • Bischoff
  • Bischoff- Role based security and permissions- Email notification for certain conditions (rejections, etc.)
  • BischoffDon’t create two versions of content that you have to maintainBig advantages of sitecorevs other CMS platforms is the separation of content and presentation. Build upon the IA that your UX analysts like Jason Snook product and create content around the UI. Then build presentation for a variety of different formats that leverage the IA (desktop, mobile, printer friendly, rss, etc.)
  • BischoffLeverage device detection. Mobile Device Detection module allow for customized rules for device targeting based on device characteristics. For example you may want all mobile phones to view a mobile optimized version of the site where tablets and standard browsers view the default layout
  • BischoffDedicated browser and mobile experiences for that highly customized experience on mobile devicesEmbrace HTML5 and build on it with JQuery MobileHtml5 where appropriatejQuery mobile for a rich experience
  • BischoffUtilize location awareness where appropriate. Mapping was a prime example. Find assets that are closest to your location.
  • More than just a website…App inventoryTechnologyMission/ObjectiveCost or Revenue (+/-)Define the revenue stream to support NPV calculationsEstablish framework so you can crank throughportfolio over timeSpend money to save money
  • Transcript of "Va gov webinar_v8"

    1. 1. Delivering an Enriched CustomerExperience across Multiple Channels1118 West Main Street IT Management ConsultingRichmond, Virginia 23230 Systems Integration804.355.0511 Data Management©2013 CapTech Ventures, Inc.www.captechconsulting.comblogs.captechconsulting.com ©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 1
    2. 2. Agenda  Introduction  Customer Engagement – Virginia.gov  Empower Business Users through Direct Ownership  Focus on a Premium User Experience  Feature Content Across Channels  Leverage Common Assets to Support All Mobile Devices  Enable Enterprise Search and Search Engine Optimization  Transformation Blueprint  Questions©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 2
    3. 3. Introduction Marcella Williamson Brian Bischoff Jason Snook Director, Public Information and Managing Director, Digital Director, User Experience Offering Communications Solutions Group Lead Virginia Information Technologies Agency (VITA) CapTech Ventures, Inc CapTech Ventures, Inc©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 3
    4. 4. Customer Engagement Key Strategies Empower User Integrated Mobile Enterprise Business Experience Content Presence Search©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 4
    5. 5. Customer Engagement Key Strategies Empower User Integrated Mobile Enterprise Business Experience Content Presence Search Empower Business Through Direct Ownership©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 5
    6. 6. Empower Business Business Situation  Previous site managed by 3rd party  Limited control of content, services, and communications  Goal of enabling state employees without extensive technical training  Proposed solution allows for self management and governance not available with previous solution  Result is a new state portal owned and managed by commonwealth communication teams  CapTech, with its partners, provided a solution that met the commonwealth’s current and evolving needs©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 6
    7. 7. Empower Business Commonwealth’s New Business Model  Managed Service -> Direct Ownership  Invest for longer term ROI  Ownership of platform, data, and content fuels compliance  Internal controls drive content changes  New hosting model with AIS Network  Best of breed technology  Enhanced mobile experience©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 7
    8. 8. Empower Business Strong Partnerships©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 8
    9. 9. Customer Engagement Key Strategies Empower User Integrated Mobile Enterprise Business Experience Content Presence Search Focus on User Experience©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 9
    10. 10. User ExperienceA Data-Driven Approach to User Experience Supposing is good, butQuantitative metrics allow for… finding out is better. • Discrete comparisons - Mark Twain • Confident decisioning (“fix what’s broken”) • User Experience benchmarks • Focused support and change management ©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 10
    11. 11. User Experience Content Analysis Most Visited PagesConstructing a content inventory of the site • 2,392 total artifacts 1. Virginia.gov Home ✔ 2. Online Services ✔ • 1,770 html artifacts 3. Search Results • 114 physical pages 4. 5. Agency Directory ✔ Government ✔ 6. Contact 7. Business ✔Understanding site web analytics data 8. State Job Opportunities ✔ • Visits - 9 million 9. 10. Employment Services ✔ Before You Start a Business ✔ • Average # of pages per visit - 1.75 11. State Job Opportunities ✔ 12. Education ✔ • Average time on site - 3 minutes 13. Internal Server Error (500) 14. Residents ✔ ✔ - Included as a scenario in Usability testing ©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 11
    12. 12. User Experience Information Architecture - Results Ad Ear ult He DM Dri Col Eco Wo Re Co ly an Em Citi alt Ele Hig V ver Vir Stu leg no Wo Pa Ru Sta rkf sou Citi Mo Art m Pri Chi d plo zen h cti hw Re an Loc gin Pla de es mi rkf y nni rti orc rce es vin Vis s mo Onl This table shows the vat ldh Co Vol Em yer s an Yo on ay cor d al Ex ia n Sta Fac nt an Sc Pre Te c orc an ng ng e Se Chi Vet s an His g To it Lib Mu an nw ine % of times each e oo nti unt plo Re an d ur Ta Inf Vot Inf ds Ve Go ecu Ma Tra Yo te Me Blo eb Re d ho K- ach De e d a a De nio ldr era for d tor to uri Vir rar seu d eal Ser item was placed with Sc d nui eer ym qui d So Rig xes or er or Inf hicl ver tiv p vel ur Par dia g oo so Uni ols 12 ers vel Ser Be Bu Bu vel rs en ns the Co y Vir sm gin ies ms Cul th vic every other item ho Ed ng ing ent re Fa cial hts ma ma or e nm e Ce Tri ks k urc ver op vic nef sin sin op Dis unt gin ia tur Cal es ols uca Ed me mil Ser tio tio ma Ser ent nte p es siti me es its ess ess me abl ies ia e en tio uca nts ies vic n n tio vic r es nt nt ed dar n tio es n es n Student Resources - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Colleges and Universities 70 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Schools 80 90 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pre K-12 80 90 100 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Private Schools 80 90 100 100 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Teachers 80 90 100 100 100 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Early Childhood Education 70 80 90 90 90 90 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adult and Continuing Education 60 70 80 80 80 80 90 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Volunteering 10 10 10 10 10 10 10 10 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Economic Development . . . . . . . . 20 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Employment . . . . . . . . 40 50 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workforce Services . . . . . . . . 30 70 80 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pay and Benefits . . . . . . . . 30 40 70 70 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Running a Business . . . . . . 10 10 20 50 60 60 70 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Employer Requirements . . . . . . . . 30 60 70 70 80 90 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Starting a Business . . . . . . . . 30 60 70 70 80 90 100 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workforce Development . . . . . . . . 30 70 60 80 70 80 90 90 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Citizens and Families 10 . . . . . . 10 10 10 10 . . . . . . - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Seniors 10 . . . . . . 10 10 . 10 . . . . . . 90 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Children 20 . 10 10 10 10 10 20 10 . 10 . . . . . . 80 90 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Veterans 10 . . . . . . 10 10 . 10 . 10 . . . . 80 90 80 - . . . . . . . . . . . . . . . . . . . . . . . . . . . . Resources for the Disabled 10 . . . . . 10 20 . 10 10 10 10 10 . . . 30 40 30 50 - . . . . . . . . . . . . . . . . . . . . . . . . . . . Health and Social Services . . . . . . 10 20 10 20 20 20 10 10 . . 10 20 30 30 40 70 - . . . . . . . . . . . . . . . . . . . . . . . . . . Your Rights . . . . . . . 10 20 . 20 10 20 . . . . 30 40 40 50 30 50 - . . . . . . . . . . . . . . . . . . . . . . . . . Taxes . . . . . . 10 20 20 10 10 . 10 20 10 10 10 30 20 20 20 20 40 50 - . . . . . . . . . . . . . . . . . . . . . . . . Election Information . . . . . . 10 20 20 10 20 10 . 10 . . . 20 20 20 20 30 50 50 70 - . . . . . . . . . . . . . . . . . . . . . . . Voter . . . . . . . 10 20 10 20 10 . . . . . 30 30 30 30 20 40 60 60 90 - . . . . . . . . . . . . . . . . . . . . . . Highway Information . . . . . . . . . 20 10 10 . . . . . . . . . 20 10 . . 10 10 - . . . . . . . . . . . . . . . . . . . . . DMV Records Information . . . . . . 10 20 10 10 20 10 . 10 . . . 20 20 20 20 30 40 20 30 40 30 60 - . . . . . . . . . . . . . . . . . . . . Driver and Vehicle Services . . . . . . 10 20 . 10 10 10 . 10 . . . 10 10 10 10 30 30 10 20 30 20 60 90 - . . . . . . . . . . . . . . . . . . . Cities and Counties . . . . . . . . . 30 . 10 10 10 10 10 10 10 . . . . 10 20 20 10 10 30 10 10 - . . . . . . . . . . . . . . . . . . Local Government . . . . . . 10 10 10 30 20 10 . 10 . . . 20 10 10 10 20 40 30 50 50 40 20 30 20 50 - . . . . . . . . . . . . . . . . . Executive . . . . . . . . 30 50 50 30 30 20 30 30 20 20 10 10 10 10 30 20 30 30 30 20 20 10 40 70 - . . . . . . . . . . . . . . . . History 10 . . . . . . . . 20 10 10 . . . . . . 10 10 10 20 20 10 . 10 10 40 10 10 20 20 20 - . . . . . . . . . . . . . . . Virginia Map Center . . . . . . . . . . . . . . . . . . . . . . . 10 . . . 50 30 30 30 . . 40 - . . . . . . . . . . . . . . Moving to Virginia . . . . . . . 10 . . . . . . . . . 10 10 10 10 10 10 20 10 10 10 20 10 20 20 . . 50 50 - . . . . . . . . . . . . . Travel . . . . . . . . . . . . . . . . . . . . . . . 10 . . . 30 10 10 20 . . 60 80 70 - . . . . . . . . . . . . Tourism . . . . . . . . . . . . . . . . . . . . . . . 10 . . . 20 . . 20 . . 60 70 80 90 - . . . . . . . . . . . Visit Virginia . . . . . . . . . . . . . . . . . . . . . . . 10 . . . 20 . . 20 . . 60 70 80 90 100 - . . . . . . . . . . Plan Your Trip . . . . . . . . . . . . . . . . . . . . . . . 10 . . . 20 . . 20 . . 60 70 80 90 100 100 - . . . . . . . . . Libraries 20 30 20 20 20 20 20 20 20 . 10 . . . . . . 20 30 30 30 10 30 30 20 20 20 10 10 . 30 20 20 20 10 10 10 10 10 10 - . . . . . . . . Museums . 10 . . . . . . . . . . . . . . . 10 10 10 10 . . . . . . 10 . . 20 . . 50 40 40 60 60 60 60 40 - . . . . . . . Arts and Culture . 10 . . . . . . 10 . . . . . . . . 10 10 10 10 . . . . . . 10 . . 20 . . 50 30 40 50 50 50 50 50 90 - . . . . . . State Parks . 10 . . . . . . 10 . . . . . . . . 10 20 20 20 10 10 10 . . . 10 . . 20 . . 60 30 40 50 50 50 50 60 80 90 - . . . . . Commonwealth Calendar 10 10 . . . . . 10 10 . . . . . . . . 20 30 30 30 20 20 20 10 10 10 . 10 10 . . . 30 10 10 10 10 10 10 30 30 30 40 - . . . . Online Services 10 . . . . . . . . 10 . . . . . . . . . . . 10 10 10 20 10 10 20 . . 20 20 20 20 . . . . . . 10 . . . 10 - . . . Media 10 . . . . . . . 10 10 . . . . . . . . . . . 10 . . . . . 30 . . 20 10 10 30 10 10 10 10 10 10 10 10 10 10 30 60 - . . Blog 10 . . . . . . . 10 10 . . . . . . . . . . . 10 . . . . . 20 . . 10 10 10 20 . . . . . . . . . . 40 60 90 - . Facebook 10 . . . . . . . 10 10 . . . . . . . . . . . 10 . . . . . 20 . . 10 10 10 20 . . . . . . . . . . 40 60 90 100 -©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 12
    13. 13. User Experience Usability TestingUsability testing allows projects teams to vet the Supposing is good, buteffectiveness of an interface design against real users finding out is better.prior to deployment thereby mitigating the potential - Mark Twainrisks to project budget and timeline. Empirical • One-on-one sessions with a user & investigator Objective • Interested in a user’s actions, not their opinion Portable • Can be performed in most conference rooms Quantifiable • Discrete metrics measure performance… ©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 13
    14. 14. User Experience Usability Test Results200 100%150 80% 60%100 40% 50 20% 0 0% 1 - Find info 2 - Find 3 - Find the 4 - Find 5 - Info on 6 - Find 7 - Renew 8 - Find VA 9 - Find state 10 - Find a 11 - Find 12 - Find 13 - Find 14 - Find info on State educational governors Library of starting a VATaxs your drivers employment job openings list of state VA529 voter fishing on the Parks info on homepage VAs business homepage license services holidays information registration license info symphony Jamestown facebook info page Avg Task Duration - New Design Avg Task Duration - Existing Design Avg Sucess Rate - New Design Avg Success Rate - Existing Design Success Rate (%) Avg Task Duration (sec) SUS Score Round 1 95% 23.1 88% Round 2 95% 28.1 93.75% Round 3 98% 21.8 93.75% ©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 14
    15. 15. User Experience Design Considerations • User Surveys • Requirements / Use Cases • Content Analysis / Card Sorts • Web Analytics • Commonwealth Web Standards • 508 Accessibility Standards • Design Best-Practices / Heuristics • Usability Testing (5 rounds)©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 15
    16. 16. ©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 16
    17. 17. User Experience Virginia.gov Mobile Design©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 17
    18. 18. User Experience Virginia.gov Mobile Design©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 18
    19. 19. User ExperienceUsability Testing (Round 5) – Mobile Design Avg Success Rate (%) Avg Task Duration (sec) 100% 50 Avg Success Rate (%) Avg Task Duration (sec) 95% 40 30 90% 20 85% 10 80% 0 Existing Desktop New Mobile Design New Desktop Design Existing Desktop New Mobile Design New Desktop Design Design Design  Same scenario set was employed for five participants (2 iOS, 3 android)  High fidelity prototype was again developed in Axure  Average success rate was 95% with an average duration of 30.1 seconds  Success rates for mobile average around 64% (Nielsen 9/26/2011) ©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 19
    20. 20. Customer Engagement Key Strategies Empower User Integrated Mobile Enterprise Business Experience Content Presence Search Multi Channel Content Delivery and Aggregation©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 20
    21. 21. Integrated Content Mapping Center  Geolocation  Key Landmarks  Motor vehicles, schools, hospi tals, libraries, political boundaries  Author customizable layers, symbology©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 21
    22. 22. Integrated Content Mapping Center - Mobile  Geolocation  Full screen map view  Modal display for layers  Search for nearby locations©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 22
    23. 23. Integrated Content Social  Consolidation of a disparate social presence  Featured agency or organization  Owner selection of best content©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 23
    24. 24. Integrated Content Calendaring  Consolidated view of all public meetings  Delegated calendar entry statewide©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 24
    25. 25. Integrated Content Governance and Workflow  Permissions & Security  Staging & Preview  Role based approval  In context editing with Page Editor  Email notification Draft Awaiting Approval Approved • Validation • Accept • Auto Publish • Reject©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 25
    26. 26. Integrated Content Customer Management  Centralized feedback mechanism  Provides Transparency  Full circle feedback loop for all inquiries  Dynamics CRM in the design and part of roadmap©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 26
    27. 27. Customer Engagement Key Strategies Empower User Integrated Mobile Enterprise Business Experience Content Presence Search Common Assets for an Enhanced Mobile Presence©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 27
    28. 28. Mobile Presence Mobile Approach  Reuse, Reuse, Reuse  Information Architecture is the cornerstone  Separation of content and presentation  Single version of truth©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 28
    29. 29. Mobile Presence Mobile Approach - Reuse©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 29
    30. 30. Mobile Presence Mobile Approach – Device Detection  Reuse, Reuse, Reuse  Rules Based Approach  Flexible engine for device detection©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 30
    31. 31. Mobile Presence Mobile Approach - Experience  Reuse, Reuse, Reuse  Rules Based Approach  Mobile Optimized  Dedicated experience  Technology standards©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 31
    32. 32. Mobile PresenceMobile Approach – Location Awareness  Reuse, Reuse, Reuse  Rules Based Approach  Mobile Optimized  Location Awareness  Context sensitive data©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 32
    33. 33. Customer Engagement Key Strategies Empower User Integrated Mobile Enterprise Business Experience Content Presence Search Enterprise Asset Search and SEO©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 33
    34. 34. Enterprise Search Enterprise Search and SEO Localized site search Federated crawl and index across commonwealth assets  190+ external domains Meta tagging for SEO Instant index updates©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 34
    35. 35. Enterprise Search Content Migration  Fresh rewrite of content  Leveraged domain Subject Matter Experts  Direct alignment with new IA to enforce taxonomy and enforce SEO  Migration of 3000 meetings  Automated migration provides seamless transition  Inventory up front then adjust according to IA results©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 35
    36. 36. Blueprint for Transformation  Clarify Intellectual Property Ownership  Develop an exhaustive application inventory  Understand complexity of services and data  Define the Return on Investment and Net Present Value (NPV)  Establish a repeatable framework for conversion and management of portfolio©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 36
    37. 37. Summary  One organization randomly selected for digital solutions consultation  Survey immediately following the webinar  Webinar will be posted on www.captechconsulting.com in the next few days©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent 37
    38. 38. Thank you for attending our webinar: Delivering an Enriched Customer Experience across Multiple Channels Brian Bischoff Jason Snook Digital Solutions Group Lead User Experience Lead bbischoff@captechconsulting.com jsnook@captechconsulting.com (804) 301-0397 (804) 683-5585 www.captechconsulting.com - blogs.captechconsulting.com 38©2013 CapTech Ventures, Inc. All rights reserved. #CTVWebContent

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