Webcast: Piloting the Cloud: The Open Government Directive


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Presentation from the RightNow Technologies Webcast - Piloting the Cloud: The Open Government Directive. Learn how government agencies can see measurable, cost-effective results from a pilot implementation of a secure, cloud based Customer Experience (CX) solution to meet the 60 day deadline for deploying an Open Government Webpage and other Open Government Deliverables.

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Webcast: Piloting the Cloud: The Open Government Directive

  1. 1. Piloting the Cloud: The Open Government Directive December 17, 2009 © 2009 RightNow Technologies, Inc.
  2. 2. RightNow Team Arthur Keeffe, Customer Experience Strategist arthur.keeffe@rightnow.com @governmentcrm Lisa DeMille, Solution Consulting Manager lisa.demille@rightnow.com © 2009 RightNow Technologies, Inc.
  3. 3. Outline Open Government Directive Open Government In Practice – Transparency – Participation – Collaboration RightNow’s Open Government Portal Questions and Answers © 2009 RightNow Technologies, Inc.
  4. 4. “My Administration is committed to creating an unprecedented level of openness in government. We will work together to ensure the public trust and establish a system of transparency, public participation, and collaboration. Openness will strengthen our democracy and promote efficiency and effectiveness in government.” —President Barack Obama, January 21, 2009 © 2009 RightNow Technologies, Inc.
  5. 5. Transparency. Government should provide citizens with TRANSPARENCY information about what their government is doing so that government can be held accountable. PARTICIPATION Participation. Government should actively solicit expertise from outside Washington so that it makes policies with the benefit of the best information. COLLABORTAION Collaboration. Government officials should work together with one another and with citizens as part of doing their job of solving national problems. © 2009 RightNow Technologies, Inc.
  6. 6. Open Government Directive © 2009 RightNow Technologies, Inc.
  7. 7. Open Government Requirements 1. Publish Government Information Online 2. Improve the Quality of Government Information 3. Create and Institutionalize a Culture of Open Government 4. Create an Enabling Policy Framework for Open Government © 2009 RightNow Technologies, Inc.
  8. 8. Open Government Directive Milestones Within 45 days: Each agency shall publish at Data.gov at least three new, high-value data sets. The Chief Performance Officer, the Administrator of the Office of Information and Regulatory Affairs, the Chief Information Officer, and the Chief Technology Officer will establish a working group on open government. Within 60 days: Each agency shall create an open-government web page to serve as the gateway for agency activities related to the Open Government Directive. The Chief Technology Officer and Chief Information Officer will create a dashboard to track agencies’ Open Government Plans and assess open government in the Executive branch. © 2009 RightNow Technologies, Inc.
  9. 9. Open Government Directive Milestones Within 90 days: The Chief Performance Officer will issue a framework for agencies to use challenges and other incentive-backed strategies for improving open government. Within 120 days: Agencies shall publish Open Government Plans describing steps to improve transparency and promote public participation and collaboration. The Administrator of the Office of Information and Regulatory Affairs, in consultation with the Chief Technology Officer and Chief Information Officer, will review existing government information policies and, where necessary, issue clarifying guidance and/or propose revisions to promote greater openness. © 2009 RightNow Technologies, Inc.
  10. 10. Transparency. “Ask a Question” TRANSPARENCY Webcasts FOIA Improvements Participation. PARTICIPATION Surveys Forums & Blogs Live Chat COLLABORTAION Collaboration. Wikis Innovation Communities Public/Private Partnership © 2009 RightNow Technologies, Inc.
  11. 11. The Leader In Government Solutions RightNow is the SaaS leader in Government Customer Service and CRM Solutions. “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.” - Datamonitor 2009 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.
  12. 12. More Than 170 Government Customers eService © 2009 RightNow Technologies, Inc.
  13. 13. RightNow CX RightNow Web RightNow Social RightNow Contact Experience Experience Center Experience • Customer Portal • Support Communities • Phone and Multi-Channel Interaction Management • Web Self-Service • Innovation Communities • Mobile • Case Management • Cloud Monitoring • Chat and Co-Browse • Voice Automation • Social Experience Design • Email Management • Contact Center Experience Design • Web Experience Design • Desktop Workflow • Agent Scripting • Contextual Workspaces RightNow Engage Marketing Voice of the Customer Sales Analytics RightNow CX Platform Knowledge Foundation Integration Mission Critical SaaS © 2009 RightNow Technologies, Inc.
  14. 14. © 2009 RightNow Technologies, Inc.
  15. 15. Questions? © 2009 RightNow Technologies, Inc.
  16. 16. Learn More Open Government Resource Page www.rightnow.com/opengovernment The rightnow.com web site www.rightnow.com The Datamonitor Decision Matrix for CRM http://www.rightnow.com/resource-ra-crm-vendor-government.php © 2009 RightNow Technologies, Inc.