0
Proven Strategies for Transparent,
                                     Collaborative Government
                         ...
Agenda

       Improving Efficiency and Transparency in
       Constituent Service Through CRM

       Case Study: US Depa...
About RightNow

       RightNow has been successfully serving
       the US Government for over 10 years with
       over ...
More Than 160 Government Customers




© 2009 RightNow Technologies, Inc.
  2008
RightNow Customers Set the Standard




© 2009 RightNow Technologies, Inc.
  2008
Improving Efficiency and Transparency in
Constituent Service Through CRM
Ben Madgett
August 4th, 2009




                ...
Overview

•   In today’s economic climate, governments are under intense pressure to do
    even more with even less. Agen...
Agenda

•   The Challenge
•   The Solution
•   The Way Forward




8   Improving Efficiency and Transparency in Constituen...
Improving customer service

•   The Challenge
     – Tight budgets
     – Resource constraints
     – Constituent expectat...
3 in 4 agencies will see their IT budget decrease from 2008-2009 as
the economic crisis results in reduced tax bases

    ...
The primary reasons for outsourcing reflect the increased
pressures on IT departments that cannot handle additional tasks
...
Tough economic times have led to an increase in demand for
government services



      Increased need
                   ...
Improving customer service

•    The Challenge
•    The Solution
      – Outsourcing IT helps agencies reduce operating co...
Outsourcing plays a key role in government, with nearly six in 10
agencies contracting out some aspect of their IT infrast...
Overall, application hosting is the most common technology area
outsourced by government agencies
                        ...
Outsourcing has evolved over time to incorporate higher value
functions

                                                 ...
Improving customer service

•    The Challenge
•    The Solution
•    The Way Forward
      – What functions are most like...
Types of function and their correspondence with the criteria for
success in outsourcing


                                ...
The need to maintain quality control, often defined by regulation,
is the key challenge for IT outsourcing in government

...
Best of both worlds: CRM in the cloud

•    As the outsourcing market develops, governments have become better-
     infor...
Key public sector technology analyst contacts

                                                                        Nic...
Case Study
                                     U.S. Department of State

                                     Daniel Scha...
About the Agency

       Mission: Advance freedom for the benefit of the
       American people and the international comm...
The Digital Communications Center

       Daniel’s Role
         – Director for Digital Media
         – Sr. Web Manager (...
Why CRM?

       Recent mandates to increase agency:
         – Efficiency

         – Transparency

         – Collaborat...
Self-Learning Knowledge Foundation

       24/7 Web Self-Service
         – Quickly and easily answer repetitive questions...
Self-Learning Knowledge Foundation




© 2009 RightNow Technologies, Inc.
  2008
Web 2.0 In Action

       Text the Secretary

       Ask the Ambassador

       Online Forums allow citizens to connect

 ...
Getting Results

Highly responsive to constituents:
  Reduced incoming inquiries by 70%
  Reduced turn around time by 50%
...
Why RightNow?

       Easily customizable
         – Quickly customize web pages, question forms and
           back end f...
Advice from Daniel

1.        Be willing to set aside ample time for initial
          set-up. Stay flexible as applicatio...
Learn More

       Online Resource Center: http://www.rightnow.com/resource.php
         –     Flash demos, White Papers, ...
Questions?




© 2009 RightNow Technologies, Inc.
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Proven Strategies for Transparent Collaborative Government Customer

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Presentation given in August 2009 by Ben Madgett, Senior Analyst, Datamonitor and Daniel Schaub, Sr. Web Manager & Acting Director for Digital Communications with the U.S. Department of State discussing some of the proven strategies agencies are using to see measurable, cost-effective results from implementing a secure, cloud based CRM solution.

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Transcript of "Proven Strategies for Transparent Collaborative Government Customer"

  1. 1. Proven Strategies for Transparent, Collaborative Government Customer Services Ben Madgett, Senior Analyst, Public Sector & Vertical Markets Technology, Datamonitor Inc. Daniel Schaub, Sr. Web Manager & Acting Director for Digital Communications, U.S. Department of State August 4, 2009 © 2009 RightNow Technologies, Inc.
  2. 2. Agenda Improving Efficiency and Transparency in Constituent Service Through CRM Case Study: US Department of State Q&A © 2009 RightNow Technologies, Inc.
  3. 3. About RightNow RightNow has been successfully serving the US Government for over 10 years with over 160 public sector clients including nearly every US cabinet level agency, over 20 states, members of the Intelligence Community, the Army, Marines, Air Force and DoD. RightNow is continually investing in the next generation of SaaS-delivered solutions with dedicated hosting for the US Department of Defense and US Civilian Government © 2009 RightNow Technologies, Inc.
  4. 4. More Than 160 Government Customers © 2009 RightNow Technologies, Inc. 2008
  5. 5. RightNow Customers Set the Standard © 2009 RightNow Technologies, Inc. 2008
  6. 6. Improving Efficiency and Transparency in Constituent Service Through CRM Ben Madgett August 4th, 2009 quality data expert analysis innovative delivery the home of Business Intelligence © Datamonitor
  7. 7. Overview • In today’s economic climate, governments are under intense pressure to do even more with even less. Agencies are faced with tight budgets, while at the same time constituents are relying more heavily on public agencies for everything from social services to corporate bailouts. As a result, government agencies are examining strategies to increase efficiency and reduce costs, from back-office functions to constituent-facing tasks, by outsourcing functions such as application management, IT infrastructure and business processes. 7 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  8. 8. Agenda • The Challenge • The Solution • The Way Forward 8 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  9. 9. Improving customer service • The Challenge – Tight budgets – Resource constraints – Constituent expectations • The Solution • The Way Forward 9 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  10. 10. 3 in 4 agencies will see their IT budget decrease from 2008-2009 as the economic crisis results in reduced tax bases IT budget change 2008-09 2008 IT budget 36% $10m -$50m 35% 6% >$50m $5m -$10m 3% 1% <$250,000 36% $1m -$5m 23% 17% $500,000- 5% $999,999 13% 1% $250,000- $499,999 Decreased Decreased Flat (0%) Increased Increased 24% more than - slightly (1%- slightly (1- significantly 6% 5%) 5%) (6%+) n=150 Source: Datamonitor 10 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  11. 11. The primary reasons for outsourcing reflect the increased pressures on IT departments that cannot handle additional tasks What is the primary reason for outsourcing in your agency? IT and services department already working at full 17% capacity Lack of human resources 16% Need to ensure IT resources focus on achieving core 14% strategic goals Pressure to reduce IT costs 11% Need to provide higher quality services to constituents 11% n=87 Source: Datamonitor % of respondents that outsource or plan to outsource a percentage of their IT infrastructure 11 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  12. 12. Tough economic times have led to an increase in demand for government services Increased need Healthcare Higher crime for social Bank bailouts concerns rates services Phone, email, web, walk-in, SMS, chat 12 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  13. 13. Improving customer service • The Challenge • The Solution – Outsourcing IT helps agencies reduce operating costs and allows them to focus on core tasks – Application hosting, IT outsourcing, BPO – Evolution of the market • The Way Forward 13 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  14. 14. Outsourcing plays a key role in government, with nearly six in 10 agencies contracting out some aspect of their IT infrastructure What percentage of your IT infrastructure do you currently outsource? More than 75% 8% 50-74% 9% 25% - 49% 15% Less than 25% 26% We do not outsource any of our 42% IT infrastructure n=150 Source: Datamonitor % of respondents 14 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  15. 15. Overall, application hosting is the most common technology area outsourced by government agencies What specific IT areas do you currently outsource or do you plan to outsource? We have no plans to outsource this area We plan to outsource this area in more than 24 months We plan to outsource this area in 12 to 24 months We plan to outsource this area within 12 months We currently ns g s n outsource this area g y sk ng rs g t s ce in em en io rit in m in tio te de si st an st ct cu co em as en st es nc ho l le ho en p se ch sy le lc ag oc el fu co Te n nt ur te H n IT al io an pr g ai si io e t/p C in at m nu m eb at a nt l ic en at rm k e ve W ou D or ar pp em re fo w cc w A ur in rd et & l/a oc N ha c x ia hi Ta Pr nc te ap si na gr n- eo Fi O G % of respondents that outsource or plan to outsource a n=87 Source: Datamonitor percentage of their IT infrastructure 15 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  16. 16. Outsourcing has evolved over time to incorporate higher value functions • Basic admin is already shared • Consolidating Customer facing IT is cost driven functions Administrative • Administrative Complexity of function Call centers functions Tax collection functions higher up the chain Human Resources Basic IT consolidation Financials • Citizen facing Procurement functions are Basic Datacenters more sensitive Administrative Networking for the Payroll organization Pensions admin Development of outsourcing over time Source: Datamonitor 16 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  17. 17. Improving customer service • The Challenge • The Solution • The Way Forward – What functions are most likely to be outsourced? – The challenges of outsourcing – CRM in the cloud 17 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  18. 18. Types of function and their correspondence with the criteria for success in outsourcing Widely used Automatable High cost Non-core Basic administrative Basic IT consolidation Core administrative functions Customer facing functions Department specific functions High correspondence Some correspondence Low correspondence Source: Datamonitor 18 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  19. 19. The need to maintain quality control, often defined by regulation, is the key challenge for IT outsourcing in government What challenges does your jurisdiction face when outsourcing IT? Concerns regarding quality 23% control Compliance with government 22% regulations Security breaches 19% Objections from labor unions 17% Political sensitivities 16% Source: Datamonitor % of respondents that outsource or plan to outsource a n=87 percentage of their IT infrastructure 19 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  20. 20. Best of both worlds: CRM in the cloud • As the outsourcing market develops, governments have become better- informed buyers and vendors better understanding client needs • Governments increasingly becoming comfortable with the cloud • Benefits of CRM in ‘the cloud’: – Lower maintenance costs – Easy customization and upgrades – Shorter-term deals 20 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  21. 21. Key public sector technology analyst contacts Nicole Engelbert Ben Madgett Senior Analyst Lead Analyst t: (212) 652-5324 t: (212) 652-5301 bmadgett@datamonitor.com nengelbert@datamonitor.com Ruchi Mallya Christine Chang Analyst Analyst t: (212) 652-5319 t: (212) 652-5343 rmallya@datamonitor.com cchang@datamonitor.com 21 Improving Efficiency and Transparency in Constituent Service Through CRM the home of Business Intelligence © Datamonitor
  22. 22. Case Study U.S. Department of State Daniel Schaub Sr. Web Manager & Acting Director for Digital Communications © 2009 RightNow Technologies, Inc.
  23. 23. About the Agency Mission: Advance freedom for the benefit of the American people and the international community by helping to build and sustain a more democratic, secure, and prosperous world composed of well- governed states that respond to the needs of their people, reduce widespread poverty, and act responsibly within the international system. Over 30,000 staff at over 190 posts around the world. © 2009 RightNow Technologies, Inc.
  24. 24. The Digital Communications Center Daniel’s Role – Director for Digital Media – Sr. Web Manager (state.gov) Digital Communications Center – Manages Department presence on Facebook, YouTube, Flickr, Vimeo, Hi5, Orkut, etc... – Manages video for state.gov and other websites – Manages “Text the Secretary” and”Ask the Ambassador” © 2009 RightNow Technologies, Inc.
  25. 25. Why CRM? Recent mandates to increase agency: – Efficiency – Transparency – Collaboration / Engagement Urgent need to address citizen email: – 1000’s of incoming emails daily – Up to 2 week response times © 2009 RightNow Technologies, Inc.
  26. 26. Self-Learning Knowledge Foundation 24/7 Web Self-Service – Quickly and easily answer repetitive questions such as “how to obtain a visa or passport” Office of Public Liaison can now: – Focus on more complex issues – Update the knowledge base with timely content – Address inquiries quickly and consistently – Route questions to experts © 2009 RightNow Technologies, Inc.
  27. 27. Self-Learning Knowledge Foundation © 2009 RightNow Technologies, Inc. 2008
  28. 28. Web 2.0 In Action Text the Secretary Ask the Ambassador Online Forums allow citizens to connect Real-time interaction while Secretary Clinton travels the world © 2009 RightNow Technologies, Inc.
  29. 29. Getting Results Highly responsive to constituents: Reduced incoming inquiries by 70% Reduced turn around time by 50% Better service even with limited staff: Advertise upcoming trips Two-way communication © 2009 RightNow Technologies, Inc.
  30. 30. Why RightNow? Easily customizable – Quickly customize web pages, question forms and back end fields for workflow Highly Scalable – Seamlessly grows with the agency’s needs Hosted Solution – On Demand/SaaS implementation reduces overhead © 2009 RightNow Technologies, Inc.
  31. 31. Advice from Daniel 1. Be willing to set aside ample time for initial set-up. Stay flexible as application evolves. 2. Thoroughly train staff from day one. 3. Find innovative means to allow your organization to step away from “behind the podium” and engage public directly ...with limited staff. © 2009 RightNow Technologies, Inc.
  32. 32. Learn More Online Resource Center: http://www.rightnow.com/resource.php – Flash demos, White Papers, Data Sheets, Flash Demos, Research & Analysis, Slideshows, Videos and more, including: • Governing in a Time of Change: Five Ways to Improve Constituent Services • Decision Matrix: Selecting a CRM Vendor in Government • The New Government Agency Contact Center • US Environmental Protection Agency Video • 8 Steps to Improve Customer Experiences Video In person: – RightNow Summit October 27 – 28, 2009, The Broadmoor, Colorado Springs, CO www.rightnow.com/summit – Government Customer Service Conference & Expo, Digital Government Institute December 3, 2009, Washington, DC http://www.digitalgovernment.com/Events/Conferences/Government-Customer- Service-Conference--Expo.shtml Contact Us: http://www.rightnow.com/company-contact.php © 2009 RightNow Technologies, Inc. 2008
  33. 33. Questions? © 2009 RightNow Technologies, Inc.
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