Future-Ready Government — Powered by the Social, Mobile & Cloud Revolutions of Today

376 views

Published on

Published in: Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
376
On SlideShare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
4
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Future-Ready Government — Powered by the Social, Mobile & Cloud Revolutions of Today

  1. 1. Future-Ready Government — Powered by the Social, Mobile & Cloud Revolutions of Today Krassi Genov Sr. Product Marketing Manager11 © 2012, Confidential, Pegasystems Inc. Date
  2. 2. Agenda  Why do you need a new approach to the citizen experience management paradigm  How technology can empower your agency create an informed, integrated view of your customers  How your organization can best design and coordinate the delivery of services across multiple channels22
  3. 3. “The public deserves competent, efficient, and responsive service from the Federal Government..” Executive Order 13571 Streamlining Service Delivery and Improving Customer Service33
  4. 4. Executive Order 13571 Improve customer experience by adopting proven best practices and coordinating across service channels Streamline agency processes to reduce costs and accelerate delivery Use technology to lower costs, decrease service delivery times, and improve the customer experience44
  5. 5. The Layers of Digital Government Citizens Employees Customers Private Govt Digital Presentation Digital Services Layer Services Systems, Processes, Management &Web Platform APIs Layer Open Data and Content (Information) Information Layer55
  6. 6. The World Is Changing66
  7. 7. “More content is currently created within 48-hours than was created from the beginning of mankind through 2003.” Eric Schmidt, Google CEO 201077
  8. 8. We live “New World” is Hyperconnected The in a hyper connected world… http://royal.pingdom.com/2012/01/17/internet-2011-in-numbers/88 ©Krassi Genov
  9. 9. Old vs. New Vs.99
  10. 10. Rapidly Changing Information Flow THEN… (Dedicated Media/ NOW… (Citizen Reporters/ Limited Reach) Global Reach) When a 5.9 earthquake hit near Richmond, Virginia on August 23rd, 2011, residents in New York City read about the quake on Twitter feeds 30 seconds before they experienced the quake themselves.1010
  11. 11. Rapidly Changing Devices THEN… (Desktops / Notebooks) NOW… (Tablets / Smartphones) Creating an environment for mobility…1111
  12. 12. Answering the question….12 Source: Cloudbakers12
  13. 13. The World Is Changing BUSINESS TRANSFORMATION Back My Worklist Setup Computer System Setup, S-119 Pending Setup Phone Desk Setup, D-120 Pending Install Software System Setup, S-120 Pending Setup Desk Desk Setup, D-121 New Setup Storage Unit System Setup, S-121 New1313
  14. 14. Your Optimum Deployment Choice Cloud Dev/Test Production On-Premise1414
  15. 15. Putting the customer first means quality information is accessible, current and accurate at any time….It means coordinating across agencies to ensure when citizens and employees interact with government information and services, they can find what they need and complete transactions with a level of efficiency that rivals their experiences when engaging with the private-sector. Source: The White House1515
  16. 16. Achieving Customer Satisfaction Channels Contextual Service Policies Timely Customer Satisfaction Citizens Government Needs Goals Relevant Efficiencies Consistent Innovation1616
  17. 17. Additional Challenges Challenge Get work done Be responsive Become more Delight Create agency across to changing streamlined, constituents wide multiple regulatory agile and cost with a processes that systems and requirements. effective. customized are easily parties – with experience. modified to context meet specific requirements. Complication Systems are not 73% of IT budgets Too many “Point Code is replicated Manual overrides designed to cross are spent on Solutions”, ERP, and modified to and workarounds functional, maintenance PLM, MES and create customized to accommodate divisional and (Forrester 2011). many manual experience. local requirements. corporate workarounds. boundaries. Yet it takes months Multiple versions Inconsistent to make simple Difficult to change. have to be results. changes. Brittle and costly maintained. to maintain Changes slow to implement with Existing Systems and Applications1717
  18. 18. “Customers dont know — and dont care to know — how government is organized. So why make them go from agency to agency to get the full picture of what govt has to offer on any subject?" Source: National Dialogue for Improving Federal Websites1818
  19. 19. Citizens: Who, How, Which, What, When? How do I renew my drivers license? Emergency Response How do I report a road accident? Benefits Delivery When can I file for benefits? Employee Training Who do I contact? General Information What website Program Management do I need to go to? Public Affairs Which number should I use? Support ………?1919
  20. 20. Citizens: Who, How, Which, What, When? How do I renew my drivers license? DOT Emergency Response How do I report a road Benefits Delivery accident? VA When can I file for benefits? Employee Training General Information Who do I contact? SSA Program Management What website do I need to go to? Public Affairs FTB Which number should I use? Support CDRS ………?2020
  21. 21. Context is Key2121 ©Krassi Genov
  22. 22. Organize and Drive Work Contextually Agencies Program Policies Vendors Citizens Managers Dynamic Case Management CRM Cloud apps BPM ERP SOCIAL ECM2222
  23. 23. Organize Work Holistically Case Subjects Case Data Business Objectives Rules and Collaboration Policies Tasks Content Sub- Case Events Processes & Cases Dependencies Structured, Unstructured, Dynamic2323
  24. 24. Next-Best-Action Delivers Business Agility Optimize Operations Personalize in Continuously 1 2 3 with Next-Best- Real-Time, Across Monitor, Control, Action Strategies Channels and Adapt Measure Simulate Learn Why Next-Best-Action Increase operational effectiveness, reduces time-to-value, and drives customer satisfaction.2424
  25. 25. A Unified Solution for Agile Government Citizen Global Tax Payment Case Modernization Management Disease Outbreak Citizen Inquiry & Management Request Decision User Management Management Experience Dynamic Case Citizen Management Member/ Citizen Relationship Case Provider Benefit Management Services Disputes Management Analytics Cloud Citizen Vehicle Business Process Claims License & Management Management Registration Public Eligibility & Pension Enrollment & Retirement Agency Grants Contracts Management Management2525
  26. 26. Achieving Customer Satisfaction Channels Contextual Service Policies Timely Customer Satisfaction Citizens Government Needs Goals Relevant Efficiencies Consistent Innovation2626
  27. 27. ® Build for Change Pega software revolutionizes how leading organizations optimize the customer experience & automate operations2727

×