The document discusses using SAP Hybris software to improve citizen engagement for governments. It describes Kathleen's difficult experience moving to Australia and having to repeatedly provide the same information to different government agencies. The presentation argues that governments need to provide citizens with a 360-degree view of services and a personalized experience. It demonstrates how SAP Hybris could allow Kathleen to manage services for her family online, share information between agencies more easily, and receive personalized assistance from chatbots or agents. The software aims to make interactions with government more simple, efficient and privacy-protecting for citizens.

1. INTERNAL
SAP Hybris | Public Sector– Global Summit
October2017
Mike Eberhardt Industry Principal Public Sector
SAP Hybris
Engaging a New Generation of Citizens

2. 2INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
OBJECTIVES TO COVER TODAY
Discuss next steps together now or on our booth
Increase citizen service with a royal experience
Why we are focusing on Public Sector
Driving business value with a tremendous tool

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Is it an opportunity or is it a race?

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Kathleen’s Profile:
- Kathleen;
- Married with 3 children 6 / 8 and 10 years old
- Husband John is origin from Australia and works in Construction and is from time to time for months away
- Kathleen is working as well
- Kathleen and John moved 2 years ago from Europe to Australia
- John’s parents are already in the 80ties and John like to be closer to them

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Conversation with Kathleen
Let me please introduce you to Kathleen O’Brien. Kathleen is not just a industry principal for public sector she is as well a citizen! Kathleen, I know that you moved 2
years ago to Australia – I guess it is not just the nice beautiful weather in down under! What was the reason you moved to Australia. Can you share with us what
criteria's – Kathleen great to have you on stage, can you share with us… your Insider Information
(Kathleen) thanks you to have me here to share with you a little bit insides of my with my family experience.
Family – John like to be closer to his older getting parents – move to Australia – finding an apartment – schools for the kids – buy a car – furniture – registration at the
municipality – Utilities provider, Healthcare– (Explaining the different registration – standing in line – several times providing the same information to different
government departments. (you can explain it in a dramatic way).
(Mike) Wow, that’s a lot of investigation, a lot of administrative tasks, a lot of time consuming activities: what are the activities what cost you the most of the time - or was
the most annoying tasks?
(Kathleen). Australia is quite advanced when it comes to ”electronic services”.
Many services are already online, where you can access the browser or in apps a specific service. Many times we had the difficulty to find the service, sometimes they
had s specific name, what was not really logical for us. Several times we faced the situation that we started a form and in the middle, we had to provide a document and
we had to consult a case worker to help us with the requirements and get the signature. In other words, it was a sometimes a back and forward and unfortunately, the
application was not available on our mobile phone - So we always had to log on on the PC to the specific service. However, the biggest issue is that we had to provide
registration / personal details all the time again and again, we had to go several times to different registration offices to provide documents. Standing in line, waiting
sometimes several hours, sometimes not sure if we have all the necessary information with us.
(Mike) Statement: Thank you Kathleen for your insides.
Today we know from the industry. A customer is expecting a contextual personalized and relevant experience. Better service in Retail has the result of more revenue,
more competiveness. Does Public Sector have to be competitive? The answer is clear YES. – Next slide

6. The Answer is clear
YES !!!

7. 7INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Great customer experience means
More Political and Social Engagement
A 360° on the government
services & 360° on the
citizen's needs
*SOURCE: TEMKIN GROUP 2016

8. 8INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Macro issues drive smart governments agendas
Lower unemployment
Create jobs
Smart tax collection and compliance Affordably scaling services
Attractivenessto start ups for economicgrowth
Connected health services
Massive population growth in cities
Provide easy access to government services
Social insights and sentiment analysis
Growing the young and older workforce
Protect vulnerablecitizens
Mining the data explosion
Identity management

9. 9INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
• Relevance
• Dedication
• Experiences
SAP Hybris in the Public Sector

10. 10INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
What are In-Moments?
These are moments in time where citizens or business are open to
having their preferences influenced and ready to make decisions.
We are getting
married
Life Moments Every Day Moments
Bought
a house
Child is going to
College
Expecting
our first
baby
I want-to-be
entertained
moments”
I want-to-eat
moments
I need-to-learn
moments
I need-to-buy
moments

11. 11INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Conversation with Kathleen
(Mike) Kathleen, a 360 view on the municipality. A 360 view of the government on the business and the citizens – will this not be fantastic for you as a citizens, as a
family and as a tax payer?
(Kathleen) – Yes, absolute. In this way I have just to provide the information about my family ones – have not to provide the information all the time to the different
departments. What is a very positive experience – Mike tell me, how does it looks like with my privacy. My family data privacy? Is this secure? How does my private data
protection looks like.
(Mike) Thanks you for the important question. Yes, this is a fundamental aspect what we considered in our Citizen Engagement Accelerator – As you can expect – we
are not replacing the individual department services – we are integrating and bring them together at your fingertip. It is your decision with who and with what kind of
department you are sharing your family information. You can open your data or you can restrict them. This can be to the different government departments, as well in
your family to 3rd party organizations for example to your tax specialist and on top you can as well share information and duties between your family.
For example Johns parents are not as familiar with new elektronik services from Government as probably John or you! Based on our learnings and requironments from
ongoing projects, we created a module Relationship and permissions – you have now the beauty to get the permission from Johns parents to apply for services in the
name of them. Feel out elektronic forms, apply for grants, help them on every single step to apply for a service.
(Kathleen) Mike, wait a second – to come back to my privacy – it is in my hands to share my family data or not – is this correct- (mike) yes this is correct.

12. 12INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Conversation with Kathleen
(Kathleen) – John can handle all the Public Services online on behalf of there parents? This will help John and his parents a lot! This makes the whole process much
more simple and efficient!
This sounds wonderful, I wish we had this during the time we moved to Australia.
Mike: This sounds all great! Based on the fact that I work as well in the IT industry, I know – it looks great on the paper – it sounds fantastic what you just explained, the
reality looks most in the time different – can you please share with me an more advanced issue what I have for example with my taxes. As you know it is different if you
need a service every day – to book my theater ticket, reserve a parking slot or to pay the lunch for my children in the school. The biggest challenges are to use services
ones a year or even ones in live.
Can we have a closer look on our taxes?
Session with tax – Chatbots – voice recognizing – demo
(Mike) Kathleen: Based on your family data: We know already that you provided information to your municipality –like family status, your children, schools, renting
information, your financial situation, (income / bank account information) we can guide you all the way trough your tax declaration – help you without calling someone or
stand in the line to request additional information's. is this not great?
(Kathleen) one more question! If I need support from a physical person, how does this work?
(mike) great question: you have the options – online with AI chat – you can chat with a physical person, you can call an agent and give them the permission to access
your data – even your online screen to help you.

13. 13INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Intelligent Digital Engagement Platform
Tax and Revenue
Management
Social Services Grantor Management
Investigative Case
Management
Compliance and
Auditing
Student Lifecycle
BUSINESS PROCESS MANAGEMENT & INTEGRATION
CITIZEN ENGAGEMENT PLATFORM
CITIZEN SELF SERVICE BILLING
MARKETING &
COMMUNICATIONS
SERVICE & CASE
MANAGEMENT
API & EXPERIENCE MANAGEMENT
CITIZEN
Digital
Innovation
SAP Leonardo
SAP Cloud Platform
ProcurementHuman ResourcesOmni-channel Citizens
Marketing &
Communication
Supply ChainFinance
Internet of Things Machine Learning Analytics Block Chain Big Data
Social Media
& Web 2.0
Web Agency Connected
Things
eMail & MailMobile Customer Service
& Chat
Self-Service

14. MAKE
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DISCOVER
NEED
RECEIVE
OFFER
POST
REVIEW
MAKE
PAYMENT
JOIN
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RESEARCH
USE
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RECEIVE
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TION
HELP &
SUPPORT
ADD
FEATURE
COMPLAINT
FIX
ISSUE
ADDITIONAL
PURCHASE
BILLING
ISSUE
LOYALTY
BONUS
RECEIVE
OFFER
REFER
FRIENDS
WEB
TV
DIGITAL
ADS
WORD OF
MOUTH
PRINT
SOCIAL
SEARCH
KW/ADS
REVIEWS
WEB SITE
AGENT
CONTACT
CENTER
EMAIL
WEB SITE
SOCIAL CONTACT
CENTER
SUPPORT
PORTAL
SUPPORT
PORTAL
CONTACT
CENTER
WEB SITE
SOCIAL
AGENT
BRANDED
COMMUNITY
CONTACT
CENTER
EMAIL
SOCIAL
WORD OF
MOUTH
CONTACT
CENTER
AGENT
UPDATE
PROFILE
MY SERVICE
ACCESS PLACE
360 VIEW ON
GOVERNMENT
SURVEY
MAKE
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ON-STOP
SHOP
TRACK
PROGRESS
APPLY
RECEIVE
STATUS
SUPPORT
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SERVICE
SCHEDULE
APPOINTMENT
APPROVAL
NOTICES
REFILE /
RENEW
ADDITIONAL
PURCHASE
PAYMENTS
& REFUNDS
COMPLAINTS
360 view
On Citizen
LIKE
WEB
TV
DI GITAL
ADS
WORD OF
MOUTH
PRINT
SOCIAL
SEARCH
KW/ADS
EILGIBILITY
AGENCY
CONTACT
SELF-
SERVICE
SOCIAL
CONTACT
CENTER
SELF-
SERVICE
CONTACT
CENTER
SOCIAL
BRANDED
COMMUNITY
CONTACT
CENTER
EMAIL
SOCIAL
WORD OF
MOUTH
CONTACT
CENTER
AGENCY
Smart Cities
National
Homeland Security
Education
Regional
One Stop Citizen Engagement platform
KNOWLEDGE-
BASE
INQUIRE
SELF-
SERVICE
SELF-
SERVICE
UPDATE
AGENCY
My Family –
Relationship
and
Permission
Tax Payment
Licenses &
Permission
Inspection
Smart
Transportation
Start Up
Grants
Lost & Found
Grave-Yard
maintenance
Smart Parking
School
Enrollment
Adult Further
Education
All kind of
school&
University
payments
Local Voting
& Politics
Citizen
suggestion board
Older Care
Service
platform
Emergency &
Hotline
Co2 Footprint
Flue w ave &
Vaccination
Family Grants
& supplement
services
Disability
support
Family support
& Benefits
Citizen support
& Benefits
National
Pension
system
Terrorism
National and
International
Visa request
& payment
Boarder
control
Immigration
Control
Citizen
suggestion
board
Drug
smuggling
Smart Home
Sports &
hobbies
Tutoring
service
Regional
disaster &
Emergency
National Aid
Organizations
National Guard
organization
Military,
Soldiers &
Veterans
Charity and
NGO
organizations
Labor Market /
Case Worker
Cultural city
events &
tickets
National Parks
Fees & tickets
Museum &
Events
Disease
Pandemic
prevention
Local
Marketplace
Job Marketplace
Older /
Retirement
sociallabor
activities
Religions &
Gods Houses
National
research
programs
School
Marketplace
Farming &
Environment
Protection
Job future
promotion
Highw ay &
State toll
Tunnel,
bridge toll
City Hotline
Pan National
International Aid
Organization
Worldbank &
United Nation
Tunnel &
bridged toll
Retirement
home support
Global
Environment
protection
Noise &
Emission
protection
Low cost /
social
apartments
Refugees
controland
support
Medical Care &
Hospitals
Trading
national and
international
Hazardous
products
Recycling &
Waste
disposal
City
Hotspots &
Internet
Labor Union
Water
Protection
Ocean, lake &
river
Land registry
Fishing &
Hunting
Administration
Student LoanTeacher
information
Construction
Politics /
ElectionUtilities (pow er
& Water)
Organized
International
crime
Addicted to
drugs
Prevention
Weather
w arnings
Money
laundering
Black Money
Corruption
Healthcare
Pension
Labor

15. 15INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Modern, agile
platform built for
all businesses
1.
Leader with
proven results
across many
industries
2.
Easy to use and
fast to implement
3.
SAP Hybris differentiated value to citizens on City, regional or national level

16. If you like to get more information: Please visit us on our booth, Kathleen and myself like to
show you in a live demo the services what we can offering to the municipalities, to the
business and to the citizens.
SAP Hybris Citizen Engagement Services
KATHLEEN O’BRIEN (kathleen.o-brien01@sap.com)
MIKE EBERHARDT (mike.eberhardt@sap.com)
Sign up on our booth for the Citizen Engagement Partner JAM site
THANK YOU!