[Goal: communicate that legacy systems are embedded, hard to change and equally hard to use]Years of trying to extend these systems with client/server and even Web development have led to extremely high maintenance costs, as well as systems that are still not user friendly and that are difficult to change. Witness the very public CRM failures of the mid 90s or the more recent challenges of web portals.Interestingly enough, SOA became a mini industry as software vendors marketed and sold SOA as a new way to solve the problems created by system-centric architectures.We believe there’s a better approach…
Pew Research Center for the People and the Press, “The People and their Government,” April 18, 2010
learn to adapt and adopt more quickly – commercial concerns MUST do this or they are left in the dust of their competition – government must do this to keep pace with the ever increasing demand for more/better services while struggling with decreasing budgets/resources – constantly seek for ways to improve, act immediately do not underestimate/overestimate the needs/skills of the intended audience – far too often, IT professionals assume they know what users need or what’s best for them, only to find out later that they were mistaken – even a very small group of people (2-4), when asked, can have a huge impact on the design and experience of a new solution – don’t assume, ask Collaboration and information sharing are not the end goal, they are tools. Experience design is not the end goal either. These ideas, when combined properly with technology, culture and process, are enablers. The end goal is to drive to a successful outcome. Focus on outcome, apply tools
A common challenge in the Benefits Eligibility process is managing the Intake Process. In most agencies there are 3 or more entry points: in person, online, or via phone, each with a different workflow. In many cases, there are multiple points in each workflow that cause inefficiencies, cost over-runs and waste. These are highlighted in red and include: Multiple steps and visits• Confusion & Delays• Significant days for benefits processing (unhappy citizens)• Case Based Handling• Backend Document Processing Millions of paper copies created, verified, organized and prepared for backend processing
Challenge: multiple govt agencies trying to communicate with citizens through disconnected, stovepiped systems; discuss the impact on costs, citizen experience, etc.
Consider the contact centers for the Social Security Administration (SSA). The SSA receives roughly 1.2 million calls a year. If the SSA initiated a project to provide best‐in‐class systems to handle individual data and information requests, what would be the outcome?If a 3‐year $30 million IT project can answer 25% of Other Channel requests that currently turn in to calls to the contact center, then the $5 per call for the roughly 5.6 million contacts would generate $28 million in savings each year, with a total net savings of $53 million over a three‐year‐period.
What are they telling their friends and family right now?A bad customer interaction is repeated to 5 other peopleA good customer interaction is spread to 4 other people
With the acquisition of Omniture, Adobe extended its ability to “complete the loop” from creation through optimization. We have traditionally offered tools to develop content and applications; servers and services to deliver them; runtimes to allow users to engage.Now, we also offer the ability to measure the effectiveness of content and applications, and optimize it for better customer experiences and improved business returns. As a key part of our strategy, we are increasingly building in that measurement and optimization capability into the tools, servers, services and runtimes. For example, CS5 offers key points of integration.This will help our customers increase their efficiency and effectiveness through one consistent and streamlined workflow.
Alec chalmers: Provide Better Online Experiences to Drive Down Costs
Provide Better Online Experiences to Drive Down Costs<br />Alec Chalmers| Vice President National Government Solutions<br />
The Problem is…People Don’t Think the Way Your SystemsWork<br />Me<br />YOU ARE HERE<br />Hello?<br />Help<br />Hello?<br />Form<br />Legacy<br />ECM<br />ERP<br />CRM<br />
System Driven Technology Can be the Enemy of Engagement<br />
Trends: Increased Citizen Expectations<br /> “If you can book dinner on Open Table, or a flight on Southwest or United online, then why shouldn't you be able to make an appointment at your local Social Security office the same way? If you can track your UPS package with your iPhone, then why not be able to check the status of your citizenship application on a website, rather than having to write a letter and wait for a letter back?”<br /> – President Obama<br />Pew Research Center<br />
The New Mandate: Engage Citizens Where they Choose<br />
Public Agency Benefits Eligibility Process<br />6<br />Reception<br />Eligibility Determination<br />30-60 days<br />Multiple Entry <br />Points<br />Benefits<br />Administered<br />OR<br />Copy Docs<br />Meet with Client<br />Case Assigned to Eligibility Worker<br />Schedule Initial Enrollment Interview<br />~30-45 Days<br />Add’l Info Needed<br />Walk-in<br />Support Center<br />Archive<br />Online<br />Scan<br />Print Online Applications & Supporting Documents<br />Add’l Info Needed<br />Mail<br />Print & Scan Paper Forms<br />Manually check for accuracy<br />
Making People Adapt to Systems Results in Poor Interactions<br />What happens when there <br />are poor interactions?<br />Low online adoption<br />High call-center volumes<br />Cost Overruns <br />Backlogs, delays<br />Lack of transparency<br />Lower satisfaction <br />Longer training times<br />Larger error rates<br />Poor reputation<br />What happens whenthere <br />are good interactions?<br /><ul><li>Do more with Less
Embrace the opportunity to change experience<br />12<br />Follow me on twitter @alec_chalmers<br />Blog:<br />http://blogs.adobe.com/adobeingovernment/<br />firstname.lastname@example.org<br />443.995.6133<br />Listed in the white pages…<br />Morse Code…<br />Smoke signal…<br />