This document discusses delivering great customer service experiences in a secure government cloud. It profiles Sam, the director of customer service, and Diane, the manager of customer experience, to illustrate the benefits of moving to the cloud. The cloud provides on-demand resources, cost savings, and allows organizations to focus on innovation and the customer experience across web, social media, and contact center channels. The document also provides examples from the Navy Federal Credit Union and Social Security Administration on how they have successfully used cloud solutions to improve 24/7 global support and online self-service.

1. Delivering Great Customer ServiceExperiences in a Secure Government Cloud *Kevin Paschuck, Vice President, Public Sector, RightNow Technologies *JohnnaStrahle, Manager, Correspondence, Navy Federal Credit Union *Gilbert Guillen, Communications Team Lead, Office of Electronic Services, Social Security Administration

2. Delivering CustomerExperience in the Cloud Kevin Paschuck Vice President, Public Sector

3. Meet Sam

4. A.K.A.

5. Mr. Director of Customer Service

6. Sam lives in …

8. He takes the …

10. and enjoys …

12. Sam cheers for …

14. Sam is Great at …

15. Leading People

16. but lousy at …

17. Customer Service

18. Sam’s contact center looks like …

20. His website looks like …

22. when it Should look like …

24. to make Matters worse …

25. Infrastructure costs are high

26. Sam doesn’t know any better.

27. Sam, meet Diane.

28. Ms. Manager of Customer Experience

29. Diane also lives in …

31. commutes on …

33. and cheers for …

35. Diane is also good at …

36. LEADERSHIP

37. but is great at …

38. Customer Experience

39. why?

40. she understands…

41. 3 EXPERIENCES THAT MATTER

42. Benefits of Cloud Computing

43. TheRULESof business have CHANGED

44. Let’s take a look

45. WEB EXPERIENCE

46. Establish a Knowledge Foundation

48. SOCIAL EXPERIENCE

49. What is Social Media?

51. Listen and Participate

52. Connect and Engage

53. Support Community Innovation Community Social Experience Designer

54. CONTACT CENTER EXPERIENCE

55. Empower Frontline Employees

56. Offer Multi-Channel Choice

57. Listen to your Customers

58. Design Seamless Experiences

60. Measure and Continuously Improve

61. Cloud Computing

62. “The cloud will do for government what the Internet did in the '90s…Rather than owning the infrastructure, we can save millions.” - VivekKundra, CIO

63. 5 Pillars of IT Transformation Citizen Engagement Cost Reduction Secure Computing Innovation Transparency

64. Characteristics Benefits On Demand Service Shared IT Resources Dynamic Scalability Device Independence Subscription Service Innovation Lower Cost / Greener Running Instantly Deploy on any Client Pay for Actual Usage

65. Hybrid Private (Community) Public The Cloud

66. Software-as-a-Service (SaaS) Platform-as-a-Service (PaaS) Infrastructure-as-a-Service (IaaS)

67. Cloud solution must address security challenges … starting point is NIST-853 Moderate

68. Multi-Tenant / Multi-Version Upgrade on your schedule not the vendors!

69. TheRULESof business have CHANGED

70. SOFTWAREas a Service

71. Softwareas a SERVICE

72. CX Commitment Results Expertise Easy to Buy

74. Pilots Encouraged

75. 5-Year Pricing Certainty

76. No Long-Term Lock Ins

77. Flex Up / Down

78. “Roll-Over” Usage

79. Cash Service Credits

81. About Navy Federal Not for Profit Financial Institution Over 3 million members $40 Billion in Assets 200 Offices around the world

82. Challenge: 24/7 Global Support 24/7/365 service since 1970’s Added secure e-mail in 1998 Social media in 2009 mBanking in 2010

83. Results In 2009: 97,484 found answers using “Search” feature 355,088 secure e-mails 33%, or 83,701, auto-answered 42%, or 73,184, auto routed 56% completed in 24 hrs Reviewing ~ 2,000 social media posts per month

84. Next Steps Adding internal work requests more complete picture of a member’s interactions and work in progress Combined reporting on WHAT member’s are concerned with across channels Combine with Chat to offer more options to members

86. Social Security Administration | Office of Electronic Services SSA’s Online Answers Knowledgebase

88. Clear information

89. Current information

90. Promote online usage

91. Deflect phone calls

93. SSA constantly working to improve

94. Online Answers: serving the public

95. Questions?

96. Future Events Helping Citizens Help Themselves July 28Via the Webhttp://crm.rightnow.com/ci/documents/detail/2/WCCRM-100728-FORM-HelpingCitizensHelpThemselves Join us for a webcast to hear real world examples of how government organizations are leveraging web self service solutions to help drive down the cost of supporting customers, reduce the workload at the contact and service center, and enhance the overall customer experience. RightNow Summit 2010October 12-14, 2010 Colorado Springs, CO- Broadmoor http://www.rightnow.com/summit/

97. Thank You! Kevin Paschuck Vice President, Public Sector kevin.paschuck@rightnow.com Twitter: @kevin_paschuck