Transform Your Business Network Through Social Collaboration


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Transform Your Business Network Through Social Collaboration

  1. 1. Stephen GoldsmithHarvard Kennedy SchoolStephen GoldsmithHarvard Kennedy SchoolSAP SAPPHIRE May 16, 2013Use Data Better,Faster, andCheaper to DrivePublic Value
  2. 2. DRAFT -- not fordistribution21 Public sector organizations can’tsolve complex horizontalproblems with verticalsolutions, nor by simplyaccomplishing bureaucraticactivities better.2 The role of the public sector isbeing transformed from directservice provider to generator ofpublic value.3 We won’t get the results taxpayersdeserve, nor citizens require, untilwe figure out how to bettermanage a public sector that usesdata better to hold itself and thirdparties accountable.Governing By Network:Leverage private sector, philanthropic, non-profit,and citizen volunteers
  3. 3. DRAFT -- not fordistribution3Problems Are No Longer Vertical
  4. 4. DRAFT -- not fordistributionPossible&PracticalEveryone hasmobile devicesCloud computingreduces startupcostsProliferation of dataand advanced toolsto integrateMaturity intechniques to mineunstructured dataBudgetary pressuresrequire efficiencyimprovementsAnalyticssuccess in public& private sectorsThe Perfect Technology Storm4
  5. 5. DRAFT -- not fordistribution• Handheld devices can providedecision support to field workers andreal-time supervision to managers• Constituents as sensors: everyonehas mobile devices, allowing accessto information and GIS-stampedreports and TweetsProliferation of Mobile Devices5
  6. 6. DRAFT -- not fordistribution• Even smaller organizations canaccess high-quality technologythrough SaaS• Organizations can get out of theinfrastructure business and into thesolution businessCloud Computing6
  7. 7. DRAFT -- not fordistributionData Mining: HR as an Example7• Electronic time and attendance systems producemore than compliance information.• Field workers—teachers, bus drivers, street andpublic works employees, public safety, child welfare—are the backbone of our society.• Connecting digital time and attendance to work flowsystems allows insights into information. Overtime scheduling Time on task Productivity analysis Route and labor assignments Time on task by division, area and worker
  8. 8. DRAFT -- not fordistributionUnstructured Data: Social Media MiningGrade.DC.Gov• Distills various formsof customer feedbackinto a letter grade foreach agency• Uses an algorithmthat takes intoaccount commentssubmitted throughthe website, texts,and via social media• Social media miningcaptures input from abroader set ofcustomers.8
  9. 9. DRAFT -- not fordistributionData Analytics• Predictive AnalysesBy highlighting common issues before they occurQuestion: What factors make a building most at risk for fires?• Root Cause AnalysesBy providing insights that explain common incidentsQuestion: Why are there frequent accidents at certain intersections? Whichindividuals best benefit from job training?• Increased AccountabilityBy monitoring areas for improvementQuestion: Which inspectors are behind schedule?• Improved Operational ManagementBy providing data-driven solutions to promote more effective business processesQuestion: What are the best routes for vehicles to take?9
  10. 10. DRAFT -- not fordistributionUsing Data Analytics:Spend Management / Do Not Pay
  11. 11. DRAFT -- not fordistributionUsing Data Analytics:Revenue Discovery11
  12. 12. DRAFT -- not fordistributionUsing Data Analytics:Fraud Waste and Abuse12
  13. 13. DRAFT -- not fordistributionThe University ofKentucky uses areal-time dataplatform from SAPto integrate datasources, improvestudent retentionthrough earlierintervention, andgain insight intofinances andresource use.Using Data Analytics:Higher Education
  14. 14. DRAFT -- not fordistributionPerformance, Accountability,Transparency14
  15. 15. Data Mining - HANA• Automated Voice Response• Internet/Web• Mobile phone/data/picture• Bar Code/GPS• Point of Service Device Alerts/Dashboards/DecisionSupport for Outcomes• Caseworker• Court/law enforcement• Supervisor• CaregiverBilling/Epayment/EBTDevice AgnosticGuardian CounselorPreviousCases School Police Medical15Child Welfare ExampleDecision SupportCaseworker
  16. 16. DRAFT -- not fordistributionReduce risks and improve outcomes for children inneed of services• Monitor required daily events• Provide immediate alerts for potentially dangeroussituations• Increase the integrity of visits• Increase the quality of discretionary decisions throughthe application of decision supportImprove caseworker tools, processes, and efficiency• Simplify and automate communication anddocumentation in the field• Provide caseworkers “exception reports” when orderedevents did not occur• Engage network of community stakeholders• Reduce inefficiency and red tape by eliminating millionsof pieces of paperGoals1216
  17. 17. DRAFT -- not fordistributionFrequent, reportable events• Account for every child every day (via school, daycare, etc.)• Verify monthly caseworker visits• Minimize time child is unaccounted for• Enlist help of stakeholders throughout the community• Report monthly tracking results to caseworkersProactive alerting and intervention• Respond to irregularities and missed events before crises occur• Automate escalation to management and stakeholders• Disseminate immediate risk alerts to appropriate respondersVisit verification• Track date, time, and GPS location for every contact• Photograph child during each visit• Identify in-home individualEnhanced data collection and use• Maximize federal funding• Replace millions of pieces of paper with secure electronic dataCore Child Safety Concept17
  18. 18. DRAFT -- not fordistribution• The routine is automated—the smart field worker• Discretion and accountability both possible• Work vertically; think horizontally• In Rem memory increases problem solving• Predictive analytics allow problem preemption• Performance measurement, transparency and statprograms at a new level• The 20% rule—everything can be improved 20%: Children’s well-being Tax revenue recognized Risks cured, accidents prevented Waste, fraud and abuse reducedThe Newly Empowered Worker18
  19. 19. DRAFT -- not fordistributionLearn more