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Webcast: Piloting the Cloud: Social Web and the Public Sector

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Presentation from the RightNow Technologies Webcast - Piloting the Cloud: Social Web and the Public Sector

Presentation from the RightNow Technologies Webcast - Piloting the Cloud: Social Web and the Public Sector

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  • RightNow CX is built from the ground up with the customer at the center of the experienceRightNow CX is a multi-channel customer experience solutionRightNow CX includes RightNow’s innovative self-learning knowledge foundation which infuses every customer interaction with relevant and consistent knowledge to provide the basis for a positive customer experience
  • Most cloud technologies were built from the ground up to be highly scalable, both from the software perspective and the hardware perspective. For end users, this high level of scalability means that rapid expansion of technology requirements doesn’t require the engagement of inhouse IT operations. Scalability is effectively outsourced.
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    • 1. Piloting the Cloud: Social Web and the Public Sector
      February 25, 2010
    • 2. Nitin BadjatiaCustomer Experience StrategistSocial Center of Excellence,RightNow Technologies
      • Nitin is primarily focused on advising RightNow customers on how to adopt emerging technologies to their operational environment. Prior to RightNow, Nitin was an institutional banker at Mellon and Bank of America, and held strategy consulting positions at Oracle, Siebel Systems, and Knova Software.
      • 3. Nitin holds a Master of Public and International Affairs from the University of Pittsburgh
      Email: nitin.badjatia@rightnow.com
      Twitter: @nitinbadjatia
    • 4. Outline
      OMB Mandate
      Defining Cloud Computing
      RightNow Social Experience
      Defining the Social Web
      Introducing RightNow Cloud Monitor
      Introducing RightNow Communities
      What does this mean for your agency?
      Piloting the social web
      Where to begin
    • 5. OMB Mandate
    • 6.
      Pilot projects will be implemented to offer an opportunity to utilize more fully and broadly departmental and agency architectures to identify enterprise-wide common services and solutions with a new emphasis on cloud computing.”
      http://www.flickr.com/photos/mhaithaca/103153597/
    • 7. Administration Priorities for Infrastructure Modernization and Cloud Computing
       
      Pilots supporting the implementation of a cloud-computing environment include:
      End-user communications
      Collaboration
      Citizen and other stakeholder engagement
      FY2010 Federal Budget
      Analytical Perspectives
      Cross Cutting Programs
      http://www.whitehouse.gov/omb/budget/fy2010/assets/crosscutting.pdf
    • 8. Defining cloud computing
    • 9. Five characteristics
      • On demand service
      • 10. Ubiquitous network access
      • 11. Independent location resource pooling
      • 12. Rapid elasticity
      • 13. Measured service
    • Cloud Computing = SaaS
    • 14. RightNow Social Experience
    • 15. RightNow CXThe Customer Experience Suite
    • 16. The citizen experience
    • 17. Defining the social web
    • 18. What exactly is the social web?
      http://www.wordle.net
    • 19. Web 1.0
      http://www.flickr.com/photos/transkamp/54371294/
    • 20. Connecting web pages together
    • 21. Innovation: Search
    • 22. One way, broadcast interaction
    • 23. Web 2.0
      http://www.flickr.com/photos/bendodson/3394810309/
    • 24. Connecting people together
      http://www.flickr.com/photos/erica_marshall/2885783824/
    • 25. Innovation: Social interaction
    • 26. Two way, collaborative interaction
    • 27. Getting Started with Social
      Build a branded
      community
      Listen and respond
      RIGHTNOW COMMUNITY
    • 28. The public social web and Cloud Monitor
    • 29. Listen and respond
      RightNow Cloud Monitor connects you with citizens on the social cloud, so you are never left out of a critical conversation.
    • 30. Citizens are talking…
       
      As public information exchanges become more and more prevalent, staying on top of trends is important
      Information is being shared publicly
      Questions are being asked publicly
      Answers are being offered publicly
    • 31. Listen and respond
      Reach out and connect
      Resolve issues quickly
      Fuel word of mouth
    • 32. RightNow Cloud Monitor
      SmartSense
      Scheduled search
      Agent desktop
      Incident creation
      Language filters
      Twitter . YouTube . RSS . RightNow Community
    • 33. Cloud monitor enables…
      Unified agency interaction with citizens
      Incident creation on unified platform
      Interaction across multiple platforms:
      Twitter
      YouTube
      RSS feeds
      RightNow Communities
    • 34. RightNow Communities
    • 35. Connect and Engage
      RIGHTNOW COMMUNITY
      RightNow Community lets you host the conversation, helping you increase constituent engagement through meaningful connection and collaboration.
    • 36. RightNow Support Community
      Forums
      Answers
      Resources
    • 37. RightNow Innovation Community
      Requests
      Ideas
      Concepts
    • 38. RightNow Social Experience Designer
      Granular
      Permissions
      Configurable
      Applications
      Unmatched
      Flexibility
    • 39. What does this mean for your agency?
      Points of impact
    • 40. Points of impact
      Cloud Monitor
      - Engage with citizens on their social web platform of choice
      - Follow trends in program related conversation on the social web
      RightNow Social
      - Enable communities of interest foryour program
      - Enable transparency when interacting with citizens
      Listen and respond
      Connect and engage
      RIGHTNOW COMMUNITY
    • 41. RightNow CXThe Customer Experience Suite
    • 42. Piloting the social web
      How can your program benefit from piloting a social web initiative on the cloud?
    • 43. Rapid provisioning and deployment
      Since core technology is already in place, you can focus more on rapid adoption by end users and citizens, and less on the technology enablers.
    • 44. Scalable, on demand capabilities
      Scalability means flexibility. As usage changes, a SaaS environment can adapt. The cost incurred is for the amount of service used; no sunk costs for unused hardware or software.
    • 45. Reduced cost, faster results
      SaaS based cloud environments greatly reduce costs due to:
      • Multi-tenant infrastructure cost sharing
      • 46. Pay only for the services used, no unused license overhead
      • 47. Faster deployment as core infrastructure is already in place
    • Enabling the core mission of your agency or program
      The primary benefit of cloud based technologies is that agencies can focus personnel resources and monetary resources on program goals rather than on implementing and maintaining technology.
    • 48. Where to begin
    • 49. Where to begin
      “Pilot projects will be implemented to offer an opportunity to utilize more fully and broadly departmental and agency architectures to identify enterprise-wide common services and solutions with a new emphasis on cloud computing.”
      FY2010 Federal Budget
      Analytical Perspectives
      Cross Cutting Programs
      http://www.whitehouse.gov/omb/budget/fy2010/assets/crosscutting.pdf
    • 50. Pilot opportunities – Open government directive
      • Monitor the social web for agency or program conversations
      • 51. Enable innovation communities within program or cross-agency
      • 52. Extend social interaction with citizens through forums
    • Questions?

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