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

  • Piloting the Cloud: Social Web and the Public Sector
    February 25, 2010
  • 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.
    • Nitin holds a Master of Public and International Affairs from the University of Pittsburgh
    Email: nitin.badjatia@rightnow.com
    Twitter: @nitinbadjatia
  • 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
  • OMB Mandate

  • 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/
  • 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
  • Defining cloud computing
  • Five characteristics
    • On demand service
    • Ubiquitous network access
    • Independent location resource pooling
    • Rapid elasticity
    • Measured service
  • Cloud Computing = SaaS
  • RightNow Social Experience
  • RightNow CXThe Customer Experience Suite
  • The citizen experience
  • Defining the social web
  • What exactly is the social web?
    http://www.wordle.net
  • Web 1.0
    http://www.flickr.com/photos/transkamp/54371294/
  • Connecting web pages together
  • Innovation: Search
  • One way, broadcast interaction
  • Web 2.0
    http://www.flickr.com/photos/bendodson/3394810309/
  • Connecting people together
    http://www.flickr.com/photos/erica_marshall/2885783824/
  • Innovation: Social interaction
  • Two way, collaborative interaction
  • Getting Started with Social
    Build a branded
    community
    Listen and respond
    RIGHTNOW COMMUNITY
  • The public social web and Cloud Monitor
  • Listen and respond
    RightNow Cloud Monitor connects you with citizens on the social cloud, so you are never left out of a critical conversation.
  • 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
  • Listen and respond
    Reach out and connect
    Resolve issues quickly
    Fuel word of mouth
  • RightNow Cloud Monitor
    SmartSense
    Scheduled search
    Agent desktop
    Incident creation
    Language filters
    Twitter . YouTube . RSS . RightNow Community
  • Cloud monitor enables…
    Unified agency interaction with citizens
    Incident creation on unified platform
    Interaction across multiple platforms:
    Twitter
    YouTube
    RSS feeds
    RightNow Communities
  • RightNow Communities
  • Connect and Engage
    RIGHTNOW COMMUNITY
    RightNow Community lets you host the conversation, helping you increase constituent engagement through meaningful connection and collaboration.
  • RightNow Support Community
    Forums
    Answers
    Resources
  • RightNow Innovation Community
    Requests
    Ideas
    Concepts
  • RightNow Social Experience Designer
    Granular
    Permissions
    Configurable
    Applications
    Unmatched
    Flexibility
  • What does this mean for your agency?
    Points of impact
  • 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
  • RightNow CXThe Customer Experience Suite
  • Piloting the social web
    How can your program benefit from piloting a social web initiative on the cloud?
  • 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.
  • 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.
  • Reduced cost, faster results
    SaaS based cloud environments greatly reduce costs due to:
    • Multi-tenant infrastructure cost sharing
    • Pay only for the services used, no unused license overhead
    • 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.
  • Where to begin
  • 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
  • Pilot opportunities – Open government directive
    • Monitor the social web for agency or program conversations
    • Enable innovation communities within program or cross-agency
    • Extend social interaction with citizens through forums
  • Questions?