3. Hello, we’re
Salesforce.
We help make
today’s citizens
appreciate you.
What makes “today’s
citizen” so different?
•Connected 247
Mobile #s outnumber people
•Informed
24-hour cycle; citizen reporters
•Skeptical
Declining faith in institutions
•Collaborative
Co-creation in open networks
•Values-driven
Aware, interested, committed
5. + Connection
+ Collaboration
+ Acceleration
+ AI-ification
Citizen Customer
Engaging the Connected Community
Peter Coffee, VP for Strategic Research, Salesforce
6. In a system of equations,
a forcing function is a
function that is only a
function of time, not of
any of the other variables.
en.wikipedia.org/wiki/Forcing_function_(differential_equations)
“It’s not the falling
population that’s the
problem…worst of all, it’s a
falling and aging population
in which the older people
live for an extended period
of time while suffering
debilitating diseases and the
younger people are too few
to take care of them. That’s
the problem.”
- George Friedman
macromon.wordpress.com/2012/10/01/stratfor-demography-and-geopolitics/
8. It Took a While…But We Have Connected the Planet
9. Connection Defines the New Context
• 1 billion daily active users (24 August ’15)
• 844 million mobile daily active users (avg June ’15)
• 83.1% of daily active users outside US & Canada
11. Citizens Past:
• Voters are the audience for a campaign
• Citizens are served by agencies with monopoly power
• Oversight is limited to inconvenient hearings and information requests
Citizens Present:
• Every individual interaction is effectively a press conference
• Agencies are held to profit-sector standards of customer experience
• There’s almost no such thing as a closed-door meeting
The public sector needs new organizations & processes
• Every employee/contractor/partner is a spokesperson
• Power to address issues must be pushed to edge of organization
• Collaborative response must be available on demand
Connected Citizens Rewrite the Rules
12. How Do You Engage Everyone?
“The game, called EteRNA, allows players
to remotely carry out real experiments to
verify their predictions of how RNA
molecules fold. The first big result: a study
published this week in the Proceedings of
the National Academy of Sciences,
bearing the names of more than 37,000
authors – only 10 of them professional
scientists.”
Connection is a capability
Collaboration is a process
Co-creation is an outcome
14. A Connection Platform for Extreme Innovation
Not a Migration of Legacy Stacks – but Integration by Default
2,700+ Partner Apps
Open Ecosystem
Workflow
Data &
Objects IdentityAnalyticsCollaborationMobile UI
Scalable Metadata Platform
Complete CRM
AnalyticsCommunityMarketingServiceSales Apps
Trusted Multitenant Cloud
Fast App Dev & Customization
15. Readiness to Scale and Evolve
“The city’s investment can go further than just
merely paying for a new system. It’ll be able to
take advantage of other apps that work on the
Salesforce platform.”
16. Less Stagnation. More Innovation.
Eurostar has rolled out Salesforce CRM to improve customer service for
passengers, replacing a number of applications…The high speed rail
service previously relied on up to 13 applications…
One of the main drivers…was the upgrade cycle for the software…
“There were no guarantees that the customisations would live
through the upgrade.”
Another is the ability to make changes to the system once it is live.
“With Salesforce, from the idea until it was done, took less than
two days. There is no way you can do that with other systems…”
By Matthew Finnegan | Computerworld UK |
Published 10:29, 27 May 14
17. Trusted. Results. Today.
Legacy IT approach “was overloading the
project with software, overcomplicating the
site with CPU and memory taxing
applications. Servers were constantly
needing to be restarted… Any replacement
for the current software will need to be
vastly more simple.”
"Salesforce has been an incredible tool for
us... We purchased on June 1st, and within
8 hours we actually had published an iPad
application... In about a month, we have
something we can use as a platform that
can evolve with us... rapidly deployable,
works on different devices, highly
configurable..."
18. The Awesomeness Is Just Beginning
This is not about replacing people
It’s about complementing talent
with technology
“Weak human + machine + better process was superior to a
strong computer alone and, more remarkably, superior to a strong
human + machine + inferior process” – Garry Kasparov
19. The Awesomeness Is Just Beginning
This is not about replacing people
It’s about complementing talent
with technology
I’m here today to give you an
unfair advantage. Run with it.
