Piloting the Cloud: Social Web and the Public Sector<br />February 25, 2010<br />
Nitin BadjatiaCustomer Experience StrategistSocial Center of Excellence,RightNow Technologies<br /><ul><li>Nitin is primar...
Nitin holds a Master of Public and International Affairs from the University of Pittsburgh</li></ul>Email: nitin.badjatia@...
Outline<br />OMB Mandate<br />Defining Cloud Computing<br />RightNow Social Experience<br />Defining the Social Web<br />I...
OMB Mandate<br />
“<br />Pilot projects will be implemented to offer an opportunity to utilize more fully and broadly departmental and agenc...
Administration Priorities for Infrastructure Modernization and Cloud Computing<br /> <br />Pilots supporting the implement...
Defining cloud computing<br />
Five characteristics<br /><ul><li>On demand service
Ubiquitous network access
Independent location    resource pooling
Rapid elasticity
Measured service</li></li></ul><li>Cloud Computing = SaaS<br />
RightNow Social Experience<br />
RightNow CXThe Customer Experience Suite<br />
The citizen experience<br />
Defining the social web<br />
What exactly is the social web?<br />http://www.wordle.net<br />
Web 1.0<br />http://www.flickr.com/photos/transkamp/54371294/<br />
Connecting web pages together<br />
Innovation: Search<br />
One way, broadcast interaction<br />
Web 2.0<br />http://www.flickr.com/photos/bendodson/3394810309/<br />
Connecting people together<br />http://www.flickr.com/photos/erica_marshall/2885783824/<br />
Innovation: Social interaction<br />
Two way, collaborative interaction<br />
Getting Started with Social<br />Build a branded <br />community<br />Listen and respond<br />RIGHTNOW COMMUNITY<br />
The public social web and Cloud Monitor<br />
Listen and respond<br />RightNow Cloud Monitor connects you with citizens on the social cloud, so you are never left out o...
Citizens are talking…<br /> <br />As public information exchanges become more and more prevalent, staying on top of trends...
Listen and respond<br />Reach out and connect<br />Resolve issues quickly<br />Fuel word of mouth<br />
RightNow Cloud Monitor<br />SmartSense<br />Scheduled search<br />Agent desktop<br />Incident creation<br />Language filte...
Cloud monitor enables…	<br />Unified agency interaction with citizens<br />Incident creation on unified platform<br />Inte...
RightNow Communities<br />
Connect and Engage<br />RIGHTNOW COMMUNITY<br />RightNow Community lets you host the conversation, helping you increase co...
RightNow Support Community<br />Forums<br />Answers<br />Resources<br />
RightNow Innovation Community<br />Requests<br />Ideas<br />Concepts<br />
RightNow Social Experience Designer<br />Granular<br />Permissions<br />Configurable<br />Applications<br />Unmatched<br /...
What does this mean for your agency?<br />Points of impact<br />
Points of impact<br />Cloud Monitor<br />- Engage with citizens on their   social web platform of choice<br />- Follow tre...
RightNow CXThe Customer Experience Suite<br />
Piloting the social web<br />How can your program benefit from piloting a social web initiative on the cloud? <br />
Rapid provisioning and deployment <br />Since core technology is already in place, you can focus more on rapid adoption by...
Scalable, on demand capabilities<br />Scalability means flexibility.  As usage changes, a SaaS environment can adapt.  The...
Reduced cost, faster results<br />SaaS based cloud environments greatly reduce costs due to: <br /><ul><li>Multi-tenant in...
Pay only for the services used, no unused license overhead
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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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  • Webcast: Piloting the Cloud: Social Web and the Public Sector

    1. 1. Piloting the Cloud: Social Web and the Public Sector<br />February 25, 2010<br />
    2. 2. Nitin BadjatiaCustomer Experience StrategistSocial Center of Excellence,RightNow Technologies<br /><ul><li>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. 3. Nitin holds a Master of Public and International Affairs from the University of Pittsburgh</li></ul>Email: nitin.badjatia@rightnow.com<br />Twitter: @nitinbadjatia<br />
    4. 4. Outline<br />OMB Mandate<br />Defining Cloud Computing<br />RightNow Social Experience<br />Defining the Social Web<br />Introducing RightNow Cloud Monitor<br />Introducing RightNow Communities<br />What does this mean for your agency?<br />Piloting the social web<br />Where to begin<br />
    5. 5. OMB Mandate<br />
    6. 6. “<br />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.”<br />http://www.flickr.com/photos/mhaithaca/103153597/<br />
    7. 7. Administration Priorities for Infrastructure Modernization and Cloud Computing<br /> <br />Pilots supporting the implementation of a cloud-computing environment include:<br />End-user communications<br />Collaboration <br />Citizen and other stakeholder engagement<br />FY2010 Federal Budget<br />Analytical Perspectives<br />Cross Cutting Programs<br />http://www.whitehouse.gov/omb/budget/fy2010/assets/crosscutting.pdf<br />
    8. 8. Defining cloud computing<br />
    9. 9. Five characteristics<br /><ul><li>On demand service
    10. 10. Ubiquitous network access
    11. 11. Independent location resource pooling
    12. 12. Rapid elasticity
    13. 13. Measured service</li></li></ul><li>Cloud Computing = SaaS<br />
    14. 14. RightNow Social Experience<br />
    15. 15. RightNow CXThe Customer Experience Suite<br />
    16. 16. The citizen experience<br />
    17. 17. Defining the social web<br />
    18. 18. What exactly is the social web?<br />http://www.wordle.net<br />
    19. 19. Web 1.0<br />http://www.flickr.com/photos/transkamp/54371294/<br />
    20. 20. Connecting web pages together<br />
    21. 21. Innovation: Search<br />
    22. 22. One way, broadcast interaction<br />
    23. 23. Web 2.0<br />http://www.flickr.com/photos/bendodson/3394810309/<br />
    24. 24. Connecting people together<br />http://www.flickr.com/photos/erica_marshall/2885783824/<br />
    25. 25. Innovation: Social interaction<br />
    26. 26. Two way, collaborative interaction<br />
    27. 27. Getting Started with Social<br />Build a branded <br />community<br />Listen and respond<br />RIGHTNOW COMMUNITY<br />
    28. 28. The public social web and Cloud Monitor<br />
    29. 29. Listen and respond<br />RightNow Cloud Monitor connects you with citizens on the social cloud, so you are never left out of a critical conversation.<br />
    30. 30. Citizens are talking…<br /> <br />As public information exchanges become more and more prevalent, staying on top of trends is important<br />Information is being shared publicly<br />Questions are being asked publicly<br />Answers are being offered publicly<br />
    31. 31. Listen and respond<br />Reach out and connect<br />Resolve issues quickly<br />Fuel word of mouth<br />
    32. 32. RightNow Cloud Monitor<br />SmartSense<br />Scheduled search<br />Agent desktop<br />Incident creation<br />Language filters<br />Twitter . YouTube . RSS . RightNow Community<br />
    33. 33. Cloud monitor enables… <br />Unified agency interaction with citizens<br />Incident creation on unified platform<br />Interaction across multiple platforms:<br />Twitter<br />YouTube<br />RSS feeds<br />RightNow Communities<br />
    34. 34. RightNow Communities<br />
    35. 35. Connect and Engage<br />RIGHTNOW COMMUNITY<br />RightNow Community lets you host the conversation, helping you increase constituent engagement through meaningful connection and collaboration.<br />
    36. 36. RightNow Support Community<br />Forums<br />Answers<br />Resources<br />
    37. 37. RightNow Innovation Community<br />Requests<br />Ideas<br />Concepts<br />
    38. 38. RightNow Social Experience Designer<br />Granular<br />Permissions<br />Configurable<br />Applications<br />Unmatched<br />Flexibility<br />
    39. 39. What does this mean for your agency?<br />Points of impact<br />
    40. 40. Points of impact<br />Cloud Monitor<br />- Engage with citizens on their social web platform of choice<br />- Follow trends in program related conversation on the social web<br />RightNow Social<br />- Enable communities of interest foryour program<br />- Enable transparency when interacting with citizens<br />Listen and respond<br />Connect and engage<br />RIGHTNOW COMMUNITY<br />
    41. 41. RightNow CXThe Customer Experience Suite<br />
    42. 42. Piloting the social web<br />How can your program benefit from piloting a social web initiative on the cloud? <br />
    43. 43. Rapid provisioning and deployment <br />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.<br />
    44. 44. Scalable, on demand capabilities<br />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.<br />
    45. 45. Reduced cost, faster results<br />SaaS based cloud environments greatly reduce costs due to: <br /><ul><li>Multi-tenant infrastructure cost sharing
    46. 46. Pay only for the services used, no unused license overhead
    47. 47. Faster deployment as core infrastructure is already in place</li></li></ul><li>Enabling the core mission of your agency or program<br />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. <br />
    48. 48. Where to begin<br />
    49. 49. Where to begin<br />“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.”<br />FY2010 Federal Budget<br />Analytical Perspectives<br />Cross Cutting Programs<br />http://www.whitehouse.gov/omb/budget/fy2010/assets/crosscutting.pdf<br />
    50. 50. Pilot opportunities – Open government directive<br /><ul><li> Monitor the social web for agency or program conversations
    51. 51. Enable innovation communities within program or cross-agency
    52. 52. Extend social interaction with citizens through forums</li></li></ul><li>Questions?<br />

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