Presented as keynote to GTEC 2014 in Ottawa, 28 October 2014 by Peter Coffee of Salesforce A “cloud computing” conversation used to be a plan to cut IT costs and accelerate project schedules. Today, it’s becoming a citizen-driven discussion of improving the visibility, availability and accountability of every institution of modern life — in a world where people have a whole new level of power to discover, share, and collaborate in identifying and confronting challenges as well as pursuing new opportunities. Not merely the execution, but even the basic mission, of government and other organs of society is in the crosshairs. Peter Coffee brings salesforce.com’s global perspective, as thrice-named “World’s Most Innovative Company” (Forbes), to share with theGTEC community and to offer opportunities for action.

1. It’s About The Citizen
Meeting changing needs...and rising expectations
Peter Coffee
VP for Strategic Research – Salesforce
@petercoffee October 2014

2. “Cloud” Cuts Complexity;
Connection Creates Community
 Mobility: 1/5 of world owns a smartphone, 1/17 a tablet (15Dec’13)
 Connectivity: 10B+ devices already generating data (8Aug’14)

3. “Cloud” Cuts Complexity;
Connection Creates Community
 Mobility: 1/5 of world owns a smartphone, 1/17 a tablet (15Dec’13)
 Connectivity: 10B+ devices already generating data (8Aug’14)
 Social Interaction:
757M people are on
Facebook daily (4Feb’14)

4. Connected Citizens Rewrite the Rules
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

5. Financial Programs in the Era of Citizen Control
Old Taxpayers:
• Closed-books knowledge of details of programs and processes
• Community involvement based on gross and inaccurate data
• Few entities were effectively eligible to play
Connected Taxpayers:
• Enormously greater visibility
• Real-time information available to all
• Superior data trumps economy of scale
Excellence redefined:
• Domain-specific expertise
• Ability to analyze (and price) risks and results
• First-call responsiveness

6. Health Programs: Graying Societies & Patient-Managed Care
Old Medicine:
• Current research and cost information accessible only to professionals
• Geographic monopolies of care providers and payment services
• Employer-paid group plans with coarse pooling of risk groups
Connected Medicine:
• Freedom to explore alternative therapies and providers
• Ever more individualized knowledge of health record and risk
• Given perfect knowledge, what is “insurance”?
Health Services differentiate with:
• Superior preventive and lifestyle counseling and assistance
• Pricing options reflecting broad range of customer preference
• Leading-edge adoption of informatics technologies reducing non-value-adding costs

7. Apps on Mobile Devices Become the Norm…
“A study commissioned by salesforce.com
suggests that 60% of British employees now
use apps on mobile devices for work-related
activity and nearly a quarter (21%) use
dedicated department-specific business
apps… Enterprise apps boost worker
productivity by more than 34%.”

8. What Should Be in Your App?
Phone-Book World
• Citizen looks up your agency
Web World
• Citizen Googles for help
• If you don’t come up on first page, you don’t exist
• If network doesn’t validate you, you don’t get called
Connected World
• Citizen searches the app store
• Your app needs to solve problems…
…not just offer information

9. Connection’s Concerns are Real
“A lot of the web services allow unauthenticated or
unencrypted communication between the devices,
so we’re able to alter the info that gets fed into the
medical record … so you would get misdiagnosis
or get prescriptions wrong.”
“The physician is taught to rely on the information
in the medical records … [but] we could alter the
data that was feeding from these systems, due to
the vulnerabilities we found.”

10. Without Trust, Nothing Else Matters
If you think people are touchy
about their money, wait ’til you
know where they were parked
and who else was in the car,
with what kind of music playing
on the radio.
It’s essential to reduce
complexity and to narrow the
scope of privileges – rather
than compounding complexity
and enabling more superusers.

11. Safety Begins With Accountability
Complying with Security and Government Regulations Worldwide Simplified
ISO 27001 Certification
SOC-1 (SSAE 16 – Audit Report)
SOC-2 (Trust Principles Report)
SOC-3 ‘SysTrust’ Audit Report
U.S. GSA ‘Authority to Operate’ (Moderate)
U.S. FedRAMP PaaS and SaaS (Moderate)
PCI DSS Compliance
JIPDC (Japan Privacy Seal)
TUV Certificate (German Data Protection)
TRUSTe

12. Clouds Must Respect Borders
“The opening of a new UK-based data
center is planned for the fall, with France
and Germany to follow in 2015.”
“MAS has made important
changes that are positive
references to cloud services”

13. Data Is Begging To Be Discovered
Yes, people are constantly connected…
…and billions of devices likewise…
…but there’s a
Estimote Beacons
and Stickers have an
ARM processor,
memory, Bluetooth,
and temperature and
motion sensors.
Smart devices in
range receive the
signals; compatible
installed apps can
then respond.
…that’s still widening

14. Less Stagnation. More Innovation.
By Matthew Finnegan | Computerworld UK |
Published 10:29, 27 May 14
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 for call centre staff to deal with customer
complaints, during and after a call.
One of the main drivers…was the upgrade cycle for the software, which
could have resulted in customised features of the software being lost.
“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, because they are not designed to
do that – Salesforce is a cloud system and it is able to be extended.”

15. 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..."

16. Opportunity > Threat
Communities turn occasional
voters into engaged citizens
Collaboration engages
original thinkers
Connected devices
replace guesswork with data-driven insights

17. Thank you
Peter Coffee
VP for Strategic Research
pcoffee@salesforce.com
@petercoffee
in/petercoffee
Creative Commons Attribution-NoDerivatives 4.0 International