Welcome to the Government Success Platform

1. Welcome to the
Government Success Platform
Connect To Citizens InAWhole New Way
Paul Tatum
Vice President, Solution Engineering
Public Sector

2. Safe Harbor
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This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the
assumptions proves incorrect, the results of salesforce.com, Inc. could differ materially from the results expressed or implied by the forward-looking statements we make.
All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth,
earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements
concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new
products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our
Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature
market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our
service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further
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and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings
section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on
time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, Inc. assumes
no obligation and does not intend to update these forward-looking statements.

3. Agenda
1 Industry Perspective
2 Democratization of Technology
3
The Government Success
Platform
4 Next Steps

4. paradigm shift
a radical change in underlying belief or theory

5. Traditional “Customers” Connected “Customers”
• Wait on hold and think it’s ok
• Fill out a paper form
• Expect to conform
• Expect information silos
• Comply with M-F, 8-5 hours
• Complain to you directly
• Do not expect to be heard
• Expect to be a number
• Won’t even call
• Will not touch a pen
• Want a custom experience
• Assume 24x7, Self-service
• Complain to the world
• Expect to be heard
• Expect to be remembered
• Expect mobility
Few Expectations Huge Expectations

6. Cisco Nexus 5000
7 Versions
10 Patches
9 Options

7. Today’s IT Reality
Cost | Time | Risk | Resource | Maintenance
315 Combinations472,500 Combinations23,625,000 Combinations9,797,760,000,000 Combinations117,573,120,000,000,000,000,000 Combinations14 Quintillion Combinations35 Sextillion Combinations
Is Simply Unsustainable
TOTAL
OPTIONS
PATCHES
VERSIONS
PRODUCT
LAYER
250
5
10
5
Oracle DB
Database
1200
5
10
24
RedHat
OS
1200
10
5
24
vSphere
Virtual
41472
9
72
64
Proliant BL
Server
500
10
5
10
NAS3200
Storage
1500
100
3
5
EMC VNX
Storage
315
9
5
7
Nex 5000
Network
10000
10
200
5
Websphere
Middleware
288
2
12
12
Endpoint
Security
60
3
10
2
Java
Developer
35 Septillion Combinations1 Octillion Combinations6 Nonillion Combinations (6x1030)
Relationship
Mgmt
Service
CaseMgmt
Outreach
Listening
Community
Analytics
Apps
Salesforce Government Cloud

8. Relationship
Mgmt
Service
CaseMgmt
Outreach
Listening
Community
Analytics
Apps
Mobility
Regression & Capability Testing
Security & Compliance
End to End Integration
Patching & Maintenance
Scalability & Performance Tuning
Innovation Updates
Storage
Network
Servers
Operating System
Database
Developer Environment
Middleware
Salesforce Government Cloud
Eliminating up to 80% of your IT Lifecycle Cost
Allowing I.T. to Focus on Innovation

9. The Government Success Platform
PaaS
Government Success Platform Services
Shared
Cloud Database
Shared
Workflow
Shared
Reporting
Shared
Collaboration
Shared IdentityShared
APIs
Trusted
Security
Always on
Availability
Performance at
Scale
Application
Innovation
Multitenant
Infrastructure
SaaS
AnalyticsCommunityOutreachService & Case
Management
Relationship
Management
Apps

10. Relationship Management
Relationship
Connected
Revolution
Travel &
Tourism
Conventions
Visitors
Bureaus
Grants
Management
Arts &
Community
Grant
Projects
Manage
Grant
Distribution
Economic
Development
Trade
Missions
Port Authority
Regional
Job Creation
Transportation
ePass
Tolls
eTicketing
Loyalty
Ptograms
Ad Sales
Management

11. Citizen Service & Case Management
Service &
Service
Revolution
Citizen
Self-Service
Online
Screening
Online
Eligibility
Online
Case Access
Contact Center
311 Citizen
Engagement
Central Intake
Hotline
Health Ins.
Exchange
Licensing &
Permitting
Construction
Restaurants
Fish & Game
DMV
Case
Management
Health & Human
Services
Child Support
Enforcement
Veterans’Affairs
Justice &
Public Safety
Case
Management

12. Community & Stakeholder Experience
Community
Community
Revolution
Local
Communities
Volunteerism
Match Interests
w
Volunteers
Active
Community
Involvement
Health &
Human
Services
Provider
Community
Business
Partners
Program
Participants
Federal
Agencies
Business
Partners
Community
Stakeholders
Legislators
Personalized
Experiences
Public Health
Community
Health
Wellness
Promotion
Communicable
Diseases &
Outbreaks

13. State, Local & Federal Reporting
Analytics
Data
Revolution
Mobile
Reporting
Salesforce
Analytics
Mobile App
Mobile
Lenses
Mobile
Dashboards
Transactional
Reporting
Pre-Built
Transactional
Reports
Pre-Built Objects
Custom Objects
Dashboards
Analytical
Reporting
Enterprise
Reporting
Platform
Any Data
Any Source
Social Enabled
Federated Data
& Large Data
Sets
Search-Based
Queries
Collaboration
Services
Wave
Technology

14. Citizen Engagement & Outreach
Apps
Connected
Apps
Connected
Products
Connected
Spaces
Content
Asset
Management
Workflow &
Approvals
Versioning
Channels
Email
SMS/MMS
Push
Notifications
Social
Advertising
Web
Experiences
Journeys
Maps
Interactions
Metrics
Analytics
Reporting
Dashboards
Web & Mobile
Analytics
Contacts
Contact
Management
Segmentation
Tools
Events and
Triggers
Predictive
Intelligence
Outreach &
Engagement
Revolution
Social
Listening

15. Build Enterprise Apps Faster
Apps
App
Revolution
Knowledge
Base
FAQ’s
Solutions
Articles
Ideas
Inspections
Bridges &
Equipment
Restaurants
Health Facilities
Parks & Rec
Public Housing
Investigations
Child Welfare
(SACWIS)
Adult Protective
Services
Criminal
Complaints &
Grievances
Surveys
Citizen
Satisfaction
Program
Participation
Service
Delivery

16. 10 Years of Government Adoption and Success
23 of 23 CFO Act Federal Agencies
45 Out of 50 States
2005
2014
2007
2008 2009
2011
2012
2013
2010
2006
2015

17. USDA Operational System for Customer Access and Requests (OSCAR)
• Had multiple out of date, non-integrated systems and needed to improve processes and customer service
• Deployed OSCAR on the Salesforce1 Platform to manage various services across multiple USDA facilities
• Enables Master Data Management, Information Sharing, Reporting and Dashboards
– Cloud based System – OMB’s Cloud first policy and USDA Secretary’s Streamlining Efforts
– Mobile Optimized – Application can be accessed with an intuitive, mobile-optimized interface
– Facilities Management – Consolidated view of all rooms and data about the occupancy of those rooms
– Information Management – 360 degree view shows all interactions with each USDA Agency, all agreements and services provided -- from
parking permits to work orders to asset management
Use Case: Cloud App Development

18. State Department’s Mobile App Helps Stop the Spread of Illegal Arms
• Nonproliferation & Disarmament Fund manages worldwide disarmament missions & nonproliferation projects
• iPad app built on the Salesforce1 Platform gives secure mobile access to finance, contract & project data
• Users track, monitor & update progress of weapons disarmament missions from anywhere in the world
• Leveraged Salesforce1 Mobile SDK to customize UX/UI & integrate with iOS
• App developed & deployed in just 7 months
Use Case: Cloud App Development

19. GSA Leads the Way in Government Cloud App Innovation
• Adopted Salesforce1 Platform for app development, integration & collaboration
• Consolidated 1700 legacy systems into 15 cloud, mobile-enabled apps
– 75% faster development per app
– 92% reduction in TCO per app
– 26 apps deployed in just 6 months
• GSA’s NCSC contact center provides multi-channel support to other agencies
“We’ve built over 100 apps with Salesforce to help
government be more agile.”
Sonny Hashmi, Acting Chief Information Officer, GSA

20. Customer
Relationship
Mgmt
TADA0001401451
Dept of Comm
✓ Meet Cloud First Policy
✓ FedRamp Certified
✓ Case Management
✓ Campaign Management
✓ Workflow
✓ Client Management
✓ Document Management
✓ Email Management
✓ Marketing Management
✓ Reporting/Metrics
✓ Social Media
✓ Performance Tracking

21. Inspections
Permitting
Call-Center
Citizen Services
Real-time Reporting
Mobility
Collaboration
Legacy IT Integration
Enrollment
Application Processing
Outreach
Eligibility
Asset Tracking
Mobile Access
Custom Applications
Multi-Channel Connections
Case Management
Reporting
Service Desk
Workflow & Approvals
Security
Case Escalation
Application Modernization
Cloud First
Improved TCO
Agile Applications
360o Customer Care
Collaboration
Tasking
Referrals
Healthcare Exchange
Self-Serve Business Services
Social Listening
Unify Silo Systems
Case Resolution

22. Your Paradigm Shift Checklist
• Operational
– Cloud
– FedRAMP
– Compliance
– Standards
– Secure
– Scalable
– Tested
– Availability
– Seamless updates
• Customers
– How Many
– References
– Voice
– Sentiment
– Proven Results
• Functional
– Ease of Use
– Configure
– Customize
– Multi-channel
– Fully Integrated
– Legacy Integration
– Social Built-In
– Collaboration
– Exit strategy
– Mobile
• Ecosystem
– Developers
– Platform
– Toolset
– APIs
– ISVs
– App Exchange
– Certification
– Training
– Publications
– Conference
– Community Help
• Corporate
– Leadership
– Reputation
– Customer Success
– Financials
– Culture
– Global
– Transparency
– Innovation
– Analyst

23. Salesforce Paradigm Shift Scorecard
• Operational
ü Cloud
ü FedRAMP
ü Compliance
ü Standards
ü Secure
ü Scalable
ü Tested
ü Availability
ü Seamless updates
• Customers
ü How Many
ü References
ü Voice
ü Sentiment
ü Proven Results
• Functional
ü Ease of Use
ü Configure
ü Customize
ü Multi-channel
ü Fully Integrated
ü Legacy Integration
ü Social Built-In
ü Collaboration
ü Exit strategy
ü Mobile
• Ecosystem
ü Developers
ü Platform
ü Toolset
ü APIs
ü ISVs
ü App Exchange
ü Certification
ü Training
ü Publications
ü Conference
ü Community Help
• Corporate
ü Leadership
ü Reputation
ü Customer Success
ü Financials
ü Culture
ü Global
ü Transparency
ü Innovation
ü Analyst

24. 1
2
34
5
Citizen Engagement
• Next Gen 311
• Public Housing Mgmt
• Economic Equality Programs
Connected Government
• Case Mgmt
• Economic Development
• Disaster Management
Communities
• Citizen Liaisons
• Citizen Self-Service
• Employee Collaboration
Business Analytics
• HQ Dashboard
• Healthcare
• Crisis Fusion Center
Fast App Development
• Workforce Readiness
• Licensing & Permitting
• Revenue Management
2
34
5
1
Next Steps
Accelerating
Your
Success