IBM Portal: Building better citizen services, lowering the cost of service to the customer, partners & your employees.
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IBM Portal: Building better citizen services, lowering the cost of service to the customer, partners & your employees.

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IBM Portal: Building better citizen services, lowering the cost of service to the customer, partners & your employees. Presenter: Michael Handes

IBM Portal: Building better citizen services, lowering the cost of service to the customer, partners & your employees. Presenter: Michael Handes

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  • If you like this presentation, and would like to hear more from IBM about Portals, Social Software and Cloud Computing Solutions, join us at the Collaboration Nation lunch events in Auckland (11 Nov 09) and Wellington (12 Nov 09).
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IBM Portal: Building better citizen services, lowering the cost of service to the customer, partners & your employees. IBM Portal: Building better citizen services, lowering the cost of service to the customer, partners & your employees. Presentation Transcript

  • IBM WebSphere Portal WebSphere® P t l IBM W bS h Portal Exceptional Web Experiences Drive Better Business Outcomes Mike Handes WebSphere Portal Leader A/NZ IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal Customer Imperatives in Today’s Financial Climate C d ’ l Cl Retain Customers Reduce Costs Responsiveness IBM Insight Forum 09 Make change work for you 2 ®
  • IBM WebSphere Portal 3 Portals & Mashups p Help Drive Better Business Outcomes Exceptional Web Experiences p Excellence in Integration and Cost Savings Empowering p g Business Users IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal 4 Exceptional Web Experiences One Platform - Many Different Business Needs Partners Customers WebSphere® Portal Employees IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal Exceptional Web Experiences Vital For Organizations To Differentiate engage attract better b Business Outcomes O t retain t i delight d li ht IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal Exceptional B2C Web Experiences p p Growing Priority: 75% of new Portal projects IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal 7 Better personalization helps retain customers with p p compelling experiences “What are your top one or two business drivers for increased y p deployments or usage of Web content management?” Customer experiences 63% Lower operations cost 37% New eBusiness New eBusiness 25% Improve internal communication 25% IT cost reduction IT t d ti 16% Brand consistency 12% In 2007, customer experience was 37% 37%. Increased sales 12% Base: 187 WCM decision-makers (multiple responses accepted) Source: October 2008 North America, Europe, and Asia Pacific Web Content Management Online Survey IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal 8 Three out of four companies are investing in portal technology this year “What are your firms plans to implement or expand its use of portal technology technolog in the next 12 months?” ne t Interested/ Not interested/ considering don't know 25% 19% 28% trying portal for the first time! Decreasing/ 9% Piloting removing Despite economy, 17% 17% investing more 30% Expand/upgrade  Expand/upgrade existing  implementation Implementing/ implemented Base: 924 North American and European IT decision-makers Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2008 IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal IBM WebSphere Portal V6.1 - Exceed User Expectations p p New Web 2.0 Features! A highly responsive interface Many actions possible without server roundtrips Avoids page reloads via more modular calls Portlets refresh independent of the page Improved performance and scalability Reduced bandwidth requirements Reduced client-side processing Improved cachability I d h bilit Browser-side Aggregation, Navigation and Customization Implemented using AJAX, XML, Dojo, and JavaScript AJAX XML Dojo Live Text Give users one-click access to information that “pops” o the page pops on e Current WebSphere Portal customers will find most existing Portlets benefit directly from W b 2 0 rendering model without any changes di tl f Web 2.0 d i d l ith t h IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal Web 2.0 & IBM Strategy 20 Take Success of Web 2.0 and Make it Ready for the Enterprise y p Mashups Tagging Web 2.0 20 Tag Clouds New Community / Collective Folksonomy Markets Blogging & Sites Intelligence I t lli wikis Semantic Tagging Microformats Technology PHP Flex REST XML RSS Atom AJAX IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal Elevate Web 2.0 Experiences Mail Web 2.0 + Collaboration + Social Tools 20 Blogs Instant Messaging Peers Personalized Content Education Experts Communities IBM Insight Forum 09 Make change work for you Video ®
  • IBM WebSphere Portal HSBC: Global Customer Service Personalized content based on account level and usage Regionalized content delivered to over 40 countries/languages Scalability to meet increased demand > 50K concurrent user capacity at one site alone > 50M users Portal supports lines of business: Personal Financial Services Corporate Banking Payments Insurance Premier Stock Trading http://www.hsbc.com IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal HSBC: Running the brand on WebSphere Portal S P t l Server Making full use of Portal HSBC are now using Portal as an intranet service ser ice All designs are capable of being deployed in all our channels (branches, contact centres, internet, mobile and self service) Portal has empowered our businesses to exploit the internet to its fullest potential The following two simple examples show the power of WPS IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal HSBC: Crafting an Exceptional User Experience IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal 15 HSBC: Direct Marketing g Same targeted offer – different content or scripting Which picture had the best click thru rate on the Home Page? A B 1.75% 2.30% 35% Difference Between Best & Worst C D 1.71% 1.88% 23% uplift just from changing a The optimized content can be anything door color! Wh d l ! Who would have – image, text, links or tools guessed? IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal 16 Exceed User Expectations Swift Transportation – Driver Self Service A tailored experience for drivers Low level of computer experience $3,000 to hire a driver, 120% turn over rate Owner Operator Portal and “The Informer” Kiosk Self service while on the road Business Value 20% reduction in total calls led to reduction in support staff pp Increased morale with drivers 30min hold time down to 1min Reduction in time to get paid for work Consistent communication, collaborate with home and Swift HQ IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal 17 Mobile Portal enables Bharti Airtel’s Mobile Service and Content Delivery Home P H Page Google Search Images & Videos Account Self Service IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal Demonstration IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal Customer Imperatives in Today’s Financial Climate C d ’ l Cl Retain Customers Reduce Costs Responsiveness IBM Insight Forum 09 Make change work for you 19 ®
  • IBM WebSphere Portal Excellence in Integration g Seamlessly Combine Internal & External Applications/Services Apps pp Role Based Contextual Personalized Secure Content Stellent Cloud Business Self Service Collaboration Dynamic Combined with Web 2.0 & social capabilities, employee intranets & partner extranets help Consumer drive better business outcomes IBM Insight Forum 09 Make change work for you ®
  • Proven reduction in Total Cost of IBM WebSphere Portal 21 Ownership 29% lower than average build your own effort 5-Year TCO Advantage WebSphere Portal: (Summary) • 29% l lower 5 year TCO 100% 90% • 38% lower IT labour 80% Downtime & Service Desk cost 70% Training Software (Build Baseline) % of 5-yr TCO 60% • 28% increase in server 50% Hardware and application pp 5 B 40% Consulting availability 30% Ongoing IT support 20% Labor cost initial deployment/ • 25% user productivity 10% ongoing development increase 0% Build WebSphere Portal * Published in December 2007 IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal Customer Imperatives in Today’s Financial Climate C d ’ l Cl Retain Customers Reduce Costs Responsiveness IBM Insight Forum 09 Make change work for you 22 ®
  • IBM WebSphere Portal IBM Accelerators for WebSphere Portal Speed time to value and help you solve your business needs faster WebSphere® Portal Collection of line of business oriented solutions Intellectual Property from thousands of customer engagements IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal 24 Proven reduction in TCO The TCO advantage increased over time as new capabilities were added 45% faster time to market for initial portal deployment and 78% faster for applications 5-Year TCO Advantage (Cumulative) 35% 30% 5-yr TCO Advantag ge 25% (Cumulative) 20% 15% T ( 10% 5% 0% Year 1 Y Year 2 Y Year 3 Y Year 4 Y Year 5 Y Initial Portal Subsequent Releases * Published in December 2007 IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal 25 NSW Department of Lands Business Objectives j Premier s Premier’s Gold Award in 2008 for Provide greater responsiveness ‘Achieving the business vision’. Remove barriers to find/access spatial data Reduce paperwork between agencies Streamline Government services Reduce transaction time Implementation Objectives Merge 3 existing portals/websites into 1 Design new taxonomy, design, & navigation Create composite applications using enterprise web services as b ildi bl k i building blocks Utilise Profiling capabilities to target specific audiences with different functions and content "Building this channel took one month. Prior to SIX, such an initiative would have taken closer to a year to The Spatial Information eXchange (SIX), is the deploy" official source of NSW's geospatial information, p possessing the most comprehensive, accurate g p and reliable spatial data for the State IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal From Zero to Portal in 14 weeks— weeks The Duke Medicine Patient Portal Goals Provide patients access to health records Build deeper relationships with patients & physicians Improve patient satisfaction, safety, and outcomes through empowerment and transparency Business Drivers Patient satisfaction Operational efficiency – call center & registration (portal sponsored by Patient Revenue Mgt Org) Patient safety Drive online channel for routine transactions Competitive advantage to attract new patients “We “W received applause i th B i d l in the Board R d Room f from our P ti t Ad Patient Advocacy Council” C il” IBM Insight Forum 09-Pete L’Engle, Senior Program Manager, Duke Health Make change work for you ®
  • IBM WebSphere Portal WebSphere Portal Market Leadership • Websphere Portal is the #1 p p product. 6th straight year of “leader of leaders” in Gartner Quadrant • IDC reports #1 marketshare. k h • IBM > #2 (BEA) + #3 (Oracle), • IBM > MSFT + SAP + Vignette + SUN + Open Source + Broadvision • 6,500 customers / 31.5% marketshare according to IDC • 2nd implementations illustrate that customers p see value. 2nd purchase of Enable is 1.9x of original purchase, Extend is 1.7x. * Magic Quadrant for Horizontal Portal Products, 2008 Gartner: by David Gootzit, Gene Phifer, Ray Valdes IBM Insight Forum 09 Make change work for you ®
  • IBM WebSphere Portal 28 Summary 1 Retain Customers through Rich User Experience g p Customer self-service, targeted marketing tailored for each customer to any device Interactive, integrated, applications and content Built in Built-in Web 2.0 online collaborative experience 20 2 Reduce Costs by Maximizing Existing Assets Reduce costs through customer self-service via the web channel Reuse and remix services, content, and processes to multiple channels Lowers development costs and improves time to market over “build it yourself” strategy 3 Responsiveness by Empowering Business Users Empower everyone with managed content they need in a format they understand Portlet Factory speeds delivery of services Portal Accelerators provide fast time to value IBM Insight Forum 09 Make change work for you ®
  • 29 Thank Th k you Questions? IBM Insight Forum 09 Make change work for you ®