Piloting the Cloud<br />September 2, 2009<br />
Nitin BadjatiaCustomer Experience StrategistRightNow Technologies<br /><ul><li>Nitin is primarily focused on advising Righ...
Nitin holds a Master of Public and International Affairs from the University of Pittsburgh</li></ul>Email: nitin.badjatia@...
Outline<br />OMB mandate<br />What is cloud computing?<br />What does this mean to your agency?<br />Where to begin <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...
“<br />The cloud will do for government what the Internet did in the &apos;90s…Rather than owning the infrastructure, we c...
“<br />Cloud computing as a number of advantages, including reduced cost, increased storage, higher levels of automation, ...
Defining cloud computing<br />
NIST definition<br />Cloud computing is a model for enabling convenient, on-demand network access to a shared pool of conf...
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 Defined<br />On demand service<br />
Ubiquitous <br />network access<br />
Location <br />independent <br />resource pooling<br />
Rapid<br />Elasticity<br />
Measured Service<br />
Five characteristics<br />Ultimately, it’s about providing a robust, scalable technology stack that lets your organization...
Cloud Computing = SaaS<br />
Software as a Service<br />The Software as a Service cloud model typically includes all three layers, the infrastructure l...
What does this mean for your agency?<br />Points of impact<br />
Points of impact<br />Rapid provisioning and deployment<br />Scalable, on demand capabilities<br />Interoperable and stand...
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...
Interoperable and standards based<br />SaaS based cloud environments represent the next generation of technology, and inco...
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
Faster deployment as core infrastructure is already in place</li></li></ul><li>Enabling the core mission of your agency or...
Where to begin<br />How can your program benefit from piloting the cloud? <br />
Where to begin<br />“Pilot projects will be implemented to offer an opportunity to utilize more fully and broadly departme...
Pilot opportunities<br /> <br />End-user communications and computing—service desk<br />Portals, collaboration and messagi...
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Piloting The Cloud: Acting on OMB's Mandate - RightNow Technologies

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The Federal Government is in the process of modernizing technologies across all agencies. As part of a new mandate issued by the OMB [2009], a major emphasis is being placed on cloud computing technology. This presentation was made to cabinet level agencies across the civilian sector of the Federal Government. The primary goal was to educate department, program and agency leaders on the basics of cloud computing and present some examples of success stories with RightNow's cloud computing based customer experience management products.

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  • Similarly, our new Federal CTO, Aneesh Chopra, who served as the Virginia Secretary of Technology, is looking to the clouds to upgrade the federal government’s technology infrastructure.
  • These on demand resources via cloud computing also enable ubiquitous network access. Since the core technology is hosted in secure locations by cloud computing companies, those with the right level of access are able to utilize this technology from nearly any location. Given the rise in telecommuting options for federal employees, cloud computing technology offers significant advantages to agencies that wish to enable telecommuting.
  • Transcript of "Piloting The Cloud: Acting on OMB's Mandate - RightNow Technologies"

    1. 1. Piloting the Cloud<br />September 2, 2009<br />
    2. 2. Nitin BadjatiaCustomer Experience StrategistRightNow 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.
    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 />Weblog: nitin.badjatia.com<br />
    4. 4. Outline<br />OMB mandate<br />What is cloud computing?<br />What does this mean to your agency?<br />Where to begin <br />Pilot case studies<br />Q&A<br />
    5. 5. “<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 />
    6. 6. Administration Priorities for Infrastructure Modernization and Cloud Computing<br /> <br />Pilots supporting the implementation of a cloud-computing environment include:<br />End-user communications and computing—service desk<br />Portals, collaboration and messaging—secure data dissemination, citizen and other stakeholder engagement, and workforce productivity.<br />Content, information, and records management—delivery of services to citizens and workforce productivity.<br />Workflow and case management—delivery of services to citizens and workforce productivity.<br />Data analytics, visualization, and reporting—transparency and management.<br />Enterprise Software-as-a-Service<br />FY2010 Federal Budget<br />Analytical Perspectives<br />Cross Cutting Programs<br />http://www.whitehouse.gov/omb/budget/fy2010/assets/crosscutting.pdf<br />
    7. 7. “<br />The cloud will do for government what the Internet did in the &apos;90s…Rather than owning the infrastructure, we can save millions.”<br /> - VivekKundra, CIO<br />
    8. 8. “<br />Cloud computing as a number of advantages, including reduced cost, increased storage, higher levels of automation, increased flexibility, and higher levels of employee mobility…The federal government should be exploring greater use of cloud computing where appropriate.”<br />- Aneesh Chopra, CTO<br />
    9. 9. Defining cloud computing<br />
    10. 10. NIST definition<br />Cloud computing is a model for enabling convenient, on-demand network access to a shared pool of configurable computing resources …that can be rapidly provisioned and released with minimal management effort or service provider interaction.<br />
    11. 11. Five characteristics<br /><ul><li>On demand service
    12. 12. Ubiquitous network access
    13. 13. Independent location resource pooling
    14. 14. Rapid elasticity
    15. 15. Measured service</li></li></ul><li>Cloud Computing Defined<br />On demand service<br />
    16. 16. Ubiquitous <br />network access<br />
    17. 17. Location <br />independent <br />resource pooling<br />
    18. 18. Rapid<br />Elasticity<br />
    19. 19. Measured Service<br />
    20. 20. Five characteristics<br />Ultimately, it’s about providing a robust, scalable technology stack that lets your organization draw on the resources that you need, while focusing on program goals, not on deploying technology.<br />
    21. 21. Cloud Computing = SaaS<br />
    22. 22. Software as a Service<br />The Software as a Service cloud model typically includes all three layers, the infrastructure layer, the platform layer, and the software layer, making it truly ‘turnkey’.<br />
    23. 23. What does this mean for your agency?<br />Points of impact<br />
    24. 24. Points of impact<br />Rapid provisioning and deployment<br />Scalable, on demand capabilities<br />Interoperable and standards based technology<br />Reduced cost, faster results<br />
    25. 25. Rapid provisioning and deployment <br />Since core technology is already in place, you can focus more on rapid adoption by end users and constituents, and less on the technology enablers.<br />
    26. 26. 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 />
    27. 27. Interoperable and standards based<br />SaaS based cloud environments represent the next generation of technology, and incorporate most technology standards. In the public sector, these include: <br />508<br />FIPS<br />FISMA (NIST 853)<br />FDCC<br />Common Criteria<br />
    28. 28. Reduced cost, faster results<br />SaaS based cloud environments greatly reduce costs due to: <br /><ul><li>Multi-tenant infrastructure cost sharing
    29. 29. Pay only for the services used, no unused license overhead
    30. 30. 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 />
    31. 31. Where to begin<br />How can your program benefit from piloting the cloud? <br />
    32. 32. 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 />
    33. 33. Pilot opportunities<br /> <br />End-user communications and computing—service desk<br />Portals, collaboration and messaging—secure data dissemination, citizen and other stakeholder engagement, and workforce productivity.<br />Content, information, and records management—delivery of services to citizens and workforce productivity.<br />Workflow and case management—delivery of services to citizens and workforce productivity.<br />Data analytics, visualization, and reporting—transparency and management.<br />Enterprise Software-as-a-Service<br />
    34. 34. Pilot opportunities<br /><ul><li> Transparency initiatives
    35. 35. Constituent self service enablement
    36. 36. Social web initiatives</li></li></ul><li>Case Studies<br />Improving Business Processes<br /><ul><li> 98.8% Self-Service Rate
    37. 37. $20 Million Savings</li></ul>Reducing Enterprise Costs<br /><ul><li> Implemented Self-Service in 30 Days
    38. 38. Over 50% Email Reduction on Day 1</li></ul>Increased Government Collaboration<br /><ul><li> 70% Reduction of Emails
    39. 39. Implemented in 18 Departments</li></li></ul><li>More Than 160 Government Customers<br />eService<br />
    40. 40. The Leader In Government Solutions<br />RightNow is the SaaS leader in Government Customer Service and CRM Solutions. <br /> “With a focus on improving the customer experience, RightNow provides a market-leading solution for governments looking to enhance service delivery and interactions with their constituents.”<br /> - Datamonitor 2009<br />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.<br />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<br />
    41. 41. Questions?<br />

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