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Track C-3: Digital Workflows for Deeper Citizen Engagement

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2016 Adobe Digital Government Assembly

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Track C-3: Digital Workflows for Deeper Citizen Engagement

  1. 1. © 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Digital Workflows for Deeper Citizen Engagement Lisa Croft & Nirmal Ganesh
  2. 2. © 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 2 Digital Has Never Been Easier . . . Or More Difficult Explosion of touchpoints and rising expectations Flood of information from devices, servers and the cloud Organizations racing to reinvent themselves THE CONNECTED CITIZEN
  3. 3. © 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
  4. 4. © 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. What Makes a Great Experience?
  5. 5. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Considerations 5 25% US Mobile users never or infrequently use desktop, laptop, or tablet to access the web2 In-person service delivery is 50X more expensive than digital1 30% Workers’ time could be freed for higher-value activities with an automated system that generates and routes documents for signing or approvals, tracks status, and archives3 1 UK Government Cabinet Office: Digital Efficiency Report November 2012 2 mobiForge On Device Research 3 IDC Report 2015 – Addressing the Document Disconnect: Hidden Opportunity, Big Payoff
  6. 6. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. MeasureRespondProcessFillFind Streamline Digital Experiences AEM Forms Adobe Sign Add signing to any document process Unified form and signing experience across the customer journey
  7. 7. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 7 Digital enrollment: Citizen self-service Sarah Citizen Gloria Specialist Charlene Program Manager Conrad Field Inspector Gloria Specialist Find application Fill & sign application Evaluate application Visit citizen in person Create eligibility determination letter Evaluate & optimize program success MeasureRespondVisitProcessFillFind Streamline citizen experiences, improve accessibility and turnaround times
  8. 8. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Demo
  9. 9. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 9 Find Citizen Self Service Employee Self Service This is Sarah. Sarah wants to find out if she is eligible for child Support Services
  10. 10. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 10 Find Citizen Self Service Employee Self Service
  11. 11. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 11 Find Forms Portal integrates with websites and mobile sites to help citizens easily find the right forms Citizen Self Service Employee Self Service
  12. 12. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 12 Fill Once Sarah finds she is eligible, she starts to fill the application form Citizen Self Service Employee Self Service
  13. 13. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 13 Fill Citizen Self Service Employee Self Service
  14. 14. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 14 Fill ‘Save as Draft Option’ delivers connected and seamless experience for complex forms by providing option to continue via Forms Portal or email Citizen Self Service Employee Self Service
  15. 15. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 15 Find Adaptive Forms detects user device and dynamically displays the right form and can also be designed for accessibility Citizen Self Service Employee Self Service
  16. 16. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 16 Fill Found the right forms AEM makes easy for any one to fill them out even on Tables and Smartphones Scan and upload feature, UI controls and Form Field Validations – help eliminate errors and keystrokes Citizen Self Service Employee Self Service
  17. 17. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 17 Fill Prefills information, connects with Payment Gateways and also provides an option to eSign the Form Citizen Self Service Employee Self Service
  18. 18. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 18 Fill & Sign Electronically sign the form using Adobe eSign Services which provides a secure, legal, compliant eSignature with audit trail and is built right into the form and requires no extra software Citizen Self Service Employee Self Service
  19. 19. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 19 Fill Automatic Workflows for Processing and generates Document of Record Citizen Self Service Employee Self Service
  20. 20. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 20 Process Gloria, our application specialist evaluates submitted applications Citizen Self Service Employee Self Service
  21. 21. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 21 Process The form is automatically routed to the worker responsible using workflows and assigned to their task list with a copy of the submitted form Citizen Self Service Employee Self Service
  22. 22. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 22 Process Gloria decides she needs additional information from Sarah to process her application Citizen Self Service Employee Self Service
  23. 23. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 23 Respond Correspondence Management is used to generate customized personal and business correspondence and can output to multiple output channels including email, web and print Citizen Self Service Employee Self Service
  24. 24. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 24 Process Gloria receives additional information from Sarah and decides her application needs Field Inspection and assigns to Conrad, our Field inspector Citizen Self Service Employee Self Service
  25. 25. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 25 Digital Enrollment: Mobile field worker Conrad Field Inspector Charlene Program Manager Gloria Specialist Fill out field inspection form & have owner sign Respond with eligibility letter Evaluate & optimize program success MeasureRespond Gloria Specialist Visit Increase productivity with real-time information gathering and efficient inspections
  26. 26. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 26 Visit Conrad, our Field Inspector receives a Task in his Field Inspection App Citizen Self Service Mobile Field Worker
  27. 27. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 27 Visit Citizen Self Service Mobile Field Worker AEM Forms App extends form processes to mobile workers by allowing them to capture data electronically both offline and online
  28. 28. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 28 Visit Citizen Self Service Mobile Field Worker
  29. 29. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 29 Visit Citizen Self Service Mobile Field Worker Features such as Scribble signature, Date Time stamp and geolocation improves accuracy and adds to service levels
  30. 30. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 30 Visit Citizen Self Service Mobile Field Worker Feature Annotations such as capturing photographs and scribble notes improves data accuracy
  31. 31. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 31 Visit Conrad eSigns the Inspection form to validate our Citizen’s Inspection Citizen Self Service Mobile Field Worker
  32. 32. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 32 Visit Adobe eSign Services provide a secure, legal signature process and is very tightly integrated into AEM Forms Citizen Self Service Mobile Field Worker
  33. 33. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 33 Process Gloria receives Field Inspection report from Conrad and after reviewing application, she approves Sarah's application Citizen Self Service Employee Self Service
  34. 34. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 34 Respond Once the application is approved, Sarah gets notified of the status via email and also gets to view her personalized enrollment document Citizen Self Service Employee Self Service
  35. 35. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 35 Respond Adaptive Documents detects user device and dynamically displays the right form. It is also personalized and can output to multiple channels including email and web Citizen Self Service Employee Self Service
  36. 36. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 36 Respond Sarah can stay engaged with her CSS App built using AEM Mobile and continue to enjoy highly digital Adaptive Form and document experience within the CSS App. Citizen Self Service Employee Self Service
  37. 37. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 37 Measure Through Adobe Analytics integration, program manager Charlene can track form performance metrics and gain insight into form utilization and abandonment and completion rates. Citizen Self Service Employee Self Service
  38. 38. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 38 Measure Charlene’s team can continually improve form experiences through A/B testing. Citizen Self Service Employee Self Service
  39. 39. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Leverage the power of Adobe Marketing Cloud and Document Cloud Mobile Field Worker Capture data electronically – both offline and online Streamline Digital Enrollment Integrate Engaging Forms Document into multi channel journey Efficient Forms and Tasks Processing with automated digital workflow
  40. 40. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 40 E-recruitment Sarah Applicant Gloria HR Agent Charlene HR IT Conrad Hiring Manager Gloria HR Agent Find job posting Fill & sign job application Screen application Evaluate application Create offer letter Evaluate & optimize application channel MeasureRespondEvaluateProcessFillFind Interview Speed recruitment while strengthening security and transparency
  41. 41. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 41 Employee self-service: Travel and expense reimbursement Sarah Employee Gloria Manager Charlene IT Manager Conrad Finance Manager Find travel and expense claim form Fill & sign travel and expense form Approve request & sign Evaluate and approve expense claim Evaluate & optimize program success MeasureEvaluateProcessFillFind Improve employee satisfaction with timely travel and expense reimbursement
  42. 42. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 42 Mobile field worker Gloria Field Inspector Charlene IT Manager Conrad Program Manager Fill out field inspection form & have owner sign Evaluate field inspection data Evaluate & optimize program success MeasureEvaluateProcess Increase productivity, reduce backlog in health and safety inspections
  43. 43. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Streamlining Digital Processes Across Government Onboarding & Recruiting Citizen Self- Service Employee Self-Service Mobile Visits & Inspections Vendor Onboarding
  44. 44. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Adobe’s Cloud Platform Creative Cloud Marketing CloudDocument Cloud Community Marketplace Partners Developers
  45. 45. © 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 45 Adobe is Everywhere You Look

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