Online Self-Service 1.0 (OSS) focused on simply making information available to citizens and businesses through websites. However, expectations have increased and individuals now expect to transact online (OSS 2.0) with Government – apply, claim, register. Traditional approaches to delivering online transactions are expensive and time intensive, resulting in a gap between citizen expectations and government services.
16 Best Practices for Mobile Customer Engagement & Data Collection in the Ent...Avoka
Mobile is here to stay and you want to enable your customers to transact with you on mobile devices. You want your mobile staff to utilise devices to deliver improved productivity and real time visibility of insights from the field. But with BYOD and the consumerisation of IT it can be hard to find the right solution for your organisation. Here are 16 Best Practices that we believe will optimise your mobile customer experiences and mobile data collection in your business.
Slides from a recent webinar on making your front office all-digital. Check out the YouTube video for the audio at the end of the slides or direct at http://www.youtube.com/avokatech.
The document discusses mobile data capture and automation strategies. It provides examples of companies using mobile solutions to save time and reduce costs through mobile expense reporting and car dealership locator apps. The document also summarizes the state of the mobile market and capture technology, outlining key steps to mobile automation including image import, document analysis, optical character recognition and result processing. Case studies describe solutions from companies like Concur, Fujitsu, Kony and Neat that leverage mobile capture.
2016 ibm watson io t forum 躍升雲端 敏捷打造物聯網平台Mike Chang
The document discusses IBM's Watson IoT platform and how it can be used from device connectivity to analytics. It provides an overview of the different phases of using the platform from try/dev to managing services. It also discusses how the platform allows composing applications using tools like Node-RED and integrating various services like data and analytics. Industry solutions and examples are also mentioned.
This document discusses how tablets are becoming essential tools for deskless workers. Tablets provide a versatile form factor that allows workers to be productive from any position and access important customer and device information remotely. They bridge humans and IoT data by enabling workers to both access and input data easily. Tablets send a signal that businesses are adapting to new technologies, important for attracting younger workers. When paired with security and management tools, tablets improve service experiences and outcomes while increasing job satisfaction and efficiency for mobile workforces.
Capgemini Connected Car Demo Using IBM Internet of Things Foundation on BluemixCapgemini
Does the buzz about IBM Internet of Things (IoT) and Bluemix makes you curious to see some real-world demos and implementations?
IBM and Capgemini are going to show you the future of vehicle technology, focusing on different ways in which vehicles can be connected using IoT and IBM Bluemix. We’ll demo an app named “Follow your Friend” that lets you connect with and exchange GPS positions with other vehicles.
We’ll also demo “Geofence” for location-based marketing: it knows about the drivers’ needs as they drive and informs retailers about potential customers, so they can push offers to their customer’s vehicle devices (or mobile devices) as they drive by.
Presented at IBM InterConnect 2015 by Capgemini's Avinash Vaidya.
IBM InterConnect 2013 Mobile Keynote: Marie WieckIBM Events
The document discusses the growing importance and impact of mobile devices. It notes that mobile adoption continues to explode, with mobile changing interactions across industries like banking, travel, government, and more. It also discusses how mobile is changing how individuals get things done. The document then summarizes some business and IT challenges that these trends bring, like app integration, infrastructure complexity, privacy/security, and the need for new processes and designs. It outlines findings from a study that show how "mobile leaders" are addressing these challenges differently than others. Finally, it discusses how IBM can help organizations build a mobile enterprise agenda with offerings like MobileFirst.
Waterloo Ideaca Mobility Presentation: May 2012Ideaca
This event focused on the urgent need for Canadian businesses to step up their initiaves in creating a mobile platform for both their employees and for their customers.
Brad Blaskavitch, Sales Director at Ideaca, touched on the many ways a company can develop different mobile strategies to better their customers experience, as well as satisfying the everchanging needs of their employees.
Christa Nesbitt, Sales Director at Ideaca, also wowed the audience with a few demos showcasing submitting expenses on the go, tracking store productivity and sales in real-time and a virtual tracking program to discover and maintain issues in the field.
If you missed out on this event, it will be hosted again in Fall 2012 in Toronto, Calgary, Edmonton and Vancouver. Stay up-to-date for event details in your city!
contact us: toronto@ideaca.com
16 Best Practices for Mobile Customer Engagement & Data Collection in the Ent...Avoka
Mobile is here to stay and you want to enable your customers to transact with you on mobile devices. You want your mobile staff to utilise devices to deliver improved productivity and real time visibility of insights from the field. But with BYOD and the consumerisation of IT it can be hard to find the right solution for your organisation. Here are 16 Best Practices that we believe will optimise your mobile customer experiences and mobile data collection in your business.
Slides from a recent webinar on making your front office all-digital. Check out the YouTube video for the audio at the end of the slides or direct at http://www.youtube.com/avokatech.
The document discusses mobile data capture and automation strategies. It provides examples of companies using mobile solutions to save time and reduce costs through mobile expense reporting and car dealership locator apps. The document also summarizes the state of the mobile market and capture technology, outlining key steps to mobile automation including image import, document analysis, optical character recognition and result processing. Case studies describe solutions from companies like Concur, Fujitsu, Kony and Neat that leverage mobile capture.
2016 ibm watson io t forum 躍升雲端 敏捷打造物聯網平台Mike Chang
The document discusses IBM's Watson IoT platform and how it can be used from device connectivity to analytics. It provides an overview of the different phases of using the platform from try/dev to managing services. It also discusses how the platform allows composing applications using tools like Node-RED and integrating various services like data and analytics. Industry solutions and examples are also mentioned.
This document discusses how tablets are becoming essential tools for deskless workers. Tablets provide a versatile form factor that allows workers to be productive from any position and access important customer and device information remotely. They bridge humans and IoT data by enabling workers to both access and input data easily. Tablets send a signal that businesses are adapting to new technologies, important for attracting younger workers. When paired with security and management tools, tablets improve service experiences and outcomes while increasing job satisfaction and efficiency for mobile workforces.
Capgemini Connected Car Demo Using IBM Internet of Things Foundation on BluemixCapgemini
Does the buzz about IBM Internet of Things (IoT) and Bluemix makes you curious to see some real-world demos and implementations?
IBM and Capgemini are going to show you the future of vehicle technology, focusing on different ways in which vehicles can be connected using IoT and IBM Bluemix. We’ll demo an app named “Follow your Friend” that lets you connect with and exchange GPS positions with other vehicles.
We’ll also demo “Geofence” for location-based marketing: it knows about the drivers’ needs as they drive and informs retailers about potential customers, so they can push offers to their customer’s vehicle devices (or mobile devices) as they drive by.
Presented at IBM InterConnect 2015 by Capgemini's Avinash Vaidya.
IBM InterConnect 2013 Mobile Keynote: Marie WieckIBM Events
The document discusses the growing importance and impact of mobile devices. It notes that mobile adoption continues to explode, with mobile changing interactions across industries like banking, travel, government, and more. It also discusses how mobile is changing how individuals get things done. The document then summarizes some business and IT challenges that these trends bring, like app integration, infrastructure complexity, privacy/security, and the need for new processes and designs. It outlines findings from a study that show how "mobile leaders" are addressing these challenges differently than others. Finally, it discusses how IBM can help organizations build a mobile enterprise agenda with offerings like MobileFirst.
Waterloo Ideaca Mobility Presentation: May 2012Ideaca
This event focused on the urgent need for Canadian businesses to step up their initiaves in creating a mobile platform for both their employees and for their customers.
Brad Blaskavitch, Sales Director at Ideaca, touched on the many ways a company can develop different mobile strategies to better their customers experience, as well as satisfying the everchanging needs of their employees.
Christa Nesbitt, Sales Director at Ideaca, also wowed the audience with a few demos showcasing submitting expenses on the go, tracking store productivity and sales in real-time and a virtual tracking program to discover and maintain issues in the field.
If you missed out on this event, it will be hosted again in Fall 2012 in Toronto, Calgary, Edmonton and Vancouver. Stay up-to-date for event details in your city!
contact us: toronto@ideaca.com
This document discusses the future of enterprise platforms and outlines key elements of Platform 3.0, which is built on mobile devices, cloud services, social technologies, big data, APIs, and IoT. It describes how Platform 3.0 enables unprecedented productivity gains through reuse, rapid deployment, and reduced costs. Key elements that drive this change include cloud native architectures, open source, APIs, mobile, social integration, big data analytics, event-driven architectures, container-based PaaS, continuous integration/deployment, and security. The future enterprise is envisioned as being highly virtualized, connected through APIs and events, and driven by data and analytics. Open source, cloud services, and API reuse are transforming development practices.
Vendor hype has devalued the promise of unified communications and threatens to cause confusion with the move to cloud computing. In the absence of clear and unambiguous explanations of the benefits of embarking on such projects, end users could be forgiven for thinking that these are technologies without a purpose. However, a revolution is underway, bringing with it real benefits to enterprises and to workers.
Presentation, Capgemini Executive Club - CopenhagenGeetha Selvakumar
The document discusses how business and technology are converging in new ways, with 6 key points:
1) Technology is no longer just the role of the IT department, but should support the business goals of the entire enterprise.
2) There are now four major zones of business technology use: external web and cloud services focused on opportunities, and internal applications and traditional IT focused on operations and cost control.
3) The real challenges are in managing the conflicts between these internal vs. external, cost vs. value oriented approaches to technology.
The overall message is that technology must be used innovatively to create new business models and value in the "white space", rather than just focusing on internal efficiency.
Smart Check-In - Transforming the Guest ExperienceInteractiveNEC
Whether a guest is checking in for business or pleasure, you want to make their every experience a pleasant and frictionless one... from the time they walk in the door until the time they walk out. With NEC’s Smart Check-In software solution, you can streamline your check in and check out process and make the guests’ first and last interaction on your property easy and seamless. Visit https://www.necam.com/SmartWorkspace/SmartCheckIn/ to learn more
Enterprise Mobility Solutions: Enterprise operations on the moveSoftweb Solutions
The concept of mobility, the adoption and trends of mobility amongst the enterprises, the benefits acquired from implementing enterprise mobility solutions, and what advantages can be obtained from mobile solutions in the future by the businesses – are explained comprehensively in this White Paper.
This document discusses mobile applications and mobile strategy. It covers topics like the growth of the mobile app industry and jobs, the importance of developing a mobile strategy, factors to consider for mobile app development, mobile app categories and frameworks, integrating mobile into business processes and technical infrastructure, and examples of business functions that could be supported by mobile apps.
IBM MobileFirst and Case Studies_Frank Müller_IBM Symposium 2013IBM Switzerland
The document discusses IBM's MobileFirst approach and portfolio. It highlights key mobile trends including increased mobile commerce and social networking. It outlines challenges for developing mobile solutions, such as supporting multiple platforms and devices. The document then summarizes IBM's MobileFirst offerings including analytics, security, management tools and industry solutions. It provides an overview of IBM's recommended journey for clients to embark on a mobile strategy, including workshops, pilots and full implementation. Finally, it shares two customer case studies about developing mobile apps for sales support and product configuration.
For any brand, customer experience (CX) is the top priority and in this scenario, accurate & robust billing can help a telecom service provider to earn the respect of their customers. Remember, organizations that invest in CX strategies for the entire customer journey can improve satisfaction levels by up to manifolds.
The document discusses mobile applications and strategies. It covers topics like mobile app types (browser-based, native, hybrid), considerations for choosing a mobile app approach, and frameworks for developing mobile apps. It also addresses the integration of mobile into business processes, organizational structures, technical infrastructure, and security. Mobile use cases mentioned include location-based services, providing company information to mobile knowledge workers, and point-of-sale functions.
This document discusses how cloud computing has influenced e-commerce businesses. It defines cloud computing and notes that it allows organizations to conduct business without developing their own IT infrastructure. E-commerce gives flexibility to sell products online without a physical storefront. There are five elements involved in e-commerce activities in cloud computing: customers, suppliers, banks, e-commerce companies, and cloud service providers. Cloud computing benefits e-commerce by making infrastructure and software accessible in a pay-as-you-go model, reducing costs and allowing businesses to focus on their core operations.
The document discusses three customer success stories of companies using Inuit's data center infrastructure:
1) A retail company was able to rapidly scale its infrastructure from 3 cages to 50 cabinets across two data centers while maintaining excellent uptime.
2) A travel company deployed in Inuit's Ashburn facility to improve application response times and reduce server count and power consumption through virtualization.
3) An unnamed company expanded its infrastructure with Inuit for scalability, geographic diversity, and carrier neutrality to support rapid growth from 1 million to over 9 million members.
IBM Recipe: 1 part IoT Foundation, 2 parts IBM Bluemix - mix them to create ...Foong Yen Lee
Internet of Things Foundation is IBM's newest offering for the Internet of Things (IoT). This presentation will provide an overview of IoT Foundation including the technology, features, and components to connect devices, capture data, and start building applications around it.
IBM IoT Foundation and Bluemix together enable the creation of new, innovative business applications which combine device, data, Bluemix services, and other data sources. The variety of integrations are nearly limitless, including integrating with Mobile Push services, sending data to HDFS for deeper Big Data analytics, integrating with geo spatial services, Rapid Apps, etc. We will also explore a few integration patterns to enable solutions for the Internet of Things.
Learn how the facilities of the cloud service are used to meet this goal and from there build out rich Internet of Things solutions.
This document discusses unified communications and provides recommendations. It covers key topics like the business case for UC, challenges of UC deployment, and examples of quantifying UC benefits. The document recommends identifying processes that could be improved with UC, validating those opportunities, prototyping solutions, and measuring before and after results to build a strong business case. It also addresses common UC challenges around organization, technology, and metrics.
Rapidly develop secure mobile apps with IBM MobileFirst on Bluemix ContainersAjay Chebbi
Creating standalone apps is fun! Think angry bird. But once you want to connect to a enterprise backend and provide enterprise grade security (think a bank app), the mobile app developer productivity starts dropping. Using IBM MobileFirst Platform Foundation Server you can rapidly develop secure mobile apps. The MFP server can be on prem or on the cloud on Bluemix Docker Containers
The document discusses several trends in IT including technology, business, process, engineering, and programming trends. Key technology trends mentioned are cloud computing, big data, smart devices/tablets, social media/enterprise 2.0, and consumerization of IT. Popular programming languages include HTML/CSS, JavaScript, Python, Java, C#, and Ruby. Process trends involve adoption of agile methods like Scrum and XP. Engineering trends focus on practices like test-driven development, continuous integration, and automated testing.
How Meritage Homes Drove More Mobile Business Using IBM MobileFirst Platform ...Michael Jacobsen
Meritage Homes developed a mobile app using IBM MobileFirst Platform in just 45 days to drive more mobile business. The app allowed homebuyers to register on iPads using offline capabilities. It integrated with Salesforce for lead capture and storage. This replaced a non-mobile web form and increased registrations from under 500 to around 44,000. The success led Meritage Homes to expand the app to additional brands and use geo-location services.
Future of Voice & WebRTC - Implications & Opportunities for telcos (service p...Dean Bubley
Overview presentation on the challenges for telecom operators (telcos, carriers) in voice & messaging services. Examines general trends in evolution of Future of Voice, including fall-off of demand for basic services. Examines the impact & opportunities from a new technology WebRTC in accelerating this, and the ways that telcos can structure their thoughts & strategies. Disruptive Analysis is doing continual work & advising various companies in this area. [Note: this is not an intro to WebRTC technology itself & assumes existing knowledge]
This document outlines a 5-step program for leveraging enterprise mobility. Step 1 is management, which involves classifying devices into tiers of support and implementing mobile device management. Step 2 is focusing on mobile web by developing responsive websites. Step 3 is defining a digital strategy. Step 4 is implementation using tools like frameworks and adopting approaches like adaptive agile development. Step 5 involves transforming into a digital enterprise where mobility powers engagement with systems and information across the organization. The overall agenda stresses that mobility requires more than just apps and emphasizes creating "systems of engagement" for customers, employees and partners.
#bluemixdrone is at Southbank for the IBM Service Advisory ExchangeBrandon Jones
A rapid 30 minute brief and demonstration of how anything can be delivered as a service with IBM Cloud and Bluemix. The #bluemixdrone was hit by crowd-storms three times in 90 minutes, a new record!
Fulfillment Breakout – Gary Neights, Elemica: “Deliver Better Customer Servic...Elemica
The document discusses Elemica's next generation supply chain platform and its focus on using lean data and analytics to provide better customer service. It highlights technology trends like big data, cloud computing, and the internet of things. Elemica's platform provides universal data modeling, business documents, and a control tower for monitoring supply chains. The vision is to use semantic technologies and analytics on multiple data sources to provide descriptive, predictive, and prescriptive insights and alerts. Focus groups provided input on the types of decision support, predictive alerts, and metrics that would be most useful for customer service.
This document discusses Light Enterprise Access Point, which aims to eliminate complexity from the mobile enterprise. It notes that past 20 years saw standardization and increased IT complexity, while the next 20 will focus on process uniqueness, micro packages, simplified catalogs, and lowered costs via cloud computing. It also discusses the growth of smartphones and mobile access. Light Enterprise Access Point will deliver business content to employees, partners and customers via micro apps and micro-transactions of actionable data, fragmenting IT complexity and enabling access anywhere on any device easily and with a flat fee. It will include components like LeapCentral, LeapAgent and LeapElement that deliver this functionality via a cloud platform.
This document discusses the future of enterprise platforms and outlines key elements of Platform 3.0, which is built on mobile devices, cloud services, social technologies, big data, APIs, and IoT. It describes how Platform 3.0 enables unprecedented productivity gains through reuse, rapid deployment, and reduced costs. Key elements that drive this change include cloud native architectures, open source, APIs, mobile, social integration, big data analytics, event-driven architectures, container-based PaaS, continuous integration/deployment, and security. The future enterprise is envisioned as being highly virtualized, connected through APIs and events, and driven by data and analytics. Open source, cloud services, and API reuse are transforming development practices.
Vendor hype has devalued the promise of unified communications and threatens to cause confusion with the move to cloud computing. In the absence of clear and unambiguous explanations of the benefits of embarking on such projects, end users could be forgiven for thinking that these are technologies without a purpose. However, a revolution is underway, bringing with it real benefits to enterprises and to workers.
Presentation, Capgemini Executive Club - CopenhagenGeetha Selvakumar
The document discusses how business and technology are converging in new ways, with 6 key points:
1) Technology is no longer just the role of the IT department, but should support the business goals of the entire enterprise.
2) There are now four major zones of business technology use: external web and cloud services focused on opportunities, and internal applications and traditional IT focused on operations and cost control.
3) The real challenges are in managing the conflicts between these internal vs. external, cost vs. value oriented approaches to technology.
The overall message is that technology must be used innovatively to create new business models and value in the "white space", rather than just focusing on internal efficiency.
Smart Check-In - Transforming the Guest ExperienceInteractiveNEC
Whether a guest is checking in for business or pleasure, you want to make their every experience a pleasant and frictionless one... from the time they walk in the door until the time they walk out. With NEC’s Smart Check-In software solution, you can streamline your check in and check out process and make the guests’ first and last interaction on your property easy and seamless. Visit https://www.necam.com/SmartWorkspace/SmartCheckIn/ to learn more
Enterprise Mobility Solutions: Enterprise operations on the moveSoftweb Solutions
The concept of mobility, the adoption and trends of mobility amongst the enterprises, the benefits acquired from implementing enterprise mobility solutions, and what advantages can be obtained from mobile solutions in the future by the businesses – are explained comprehensively in this White Paper.
This document discusses mobile applications and mobile strategy. It covers topics like the growth of the mobile app industry and jobs, the importance of developing a mobile strategy, factors to consider for mobile app development, mobile app categories and frameworks, integrating mobile into business processes and technical infrastructure, and examples of business functions that could be supported by mobile apps.
IBM MobileFirst and Case Studies_Frank Müller_IBM Symposium 2013IBM Switzerland
The document discusses IBM's MobileFirst approach and portfolio. It highlights key mobile trends including increased mobile commerce and social networking. It outlines challenges for developing mobile solutions, such as supporting multiple platforms and devices. The document then summarizes IBM's MobileFirst offerings including analytics, security, management tools and industry solutions. It provides an overview of IBM's recommended journey for clients to embark on a mobile strategy, including workshops, pilots and full implementation. Finally, it shares two customer case studies about developing mobile apps for sales support and product configuration.
For any brand, customer experience (CX) is the top priority and in this scenario, accurate & robust billing can help a telecom service provider to earn the respect of their customers. Remember, organizations that invest in CX strategies for the entire customer journey can improve satisfaction levels by up to manifolds.
The document discusses mobile applications and strategies. It covers topics like mobile app types (browser-based, native, hybrid), considerations for choosing a mobile app approach, and frameworks for developing mobile apps. It also addresses the integration of mobile into business processes, organizational structures, technical infrastructure, and security. Mobile use cases mentioned include location-based services, providing company information to mobile knowledge workers, and point-of-sale functions.
This document discusses how cloud computing has influenced e-commerce businesses. It defines cloud computing and notes that it allows organizations to conduct business without developing their own IT infrastructure. E-commerce gives flexibility to sell products online without a physical storefront. There are five elements involved in e-commerce activities in cloud computing: customers, suppliers, banks, e-commerce companies, and cloud service providers. Cloud computing benefits e-commerce by making infrastructure and software accessible in a pay-as-you-go model, reducing costs and allowing businesses to focus on their core operations.
The document discusses three customer success stories of companies using Inuit's data center infrastructure:
1) A retail company was able to rapidly scale its infrastructure from 3 cages to 50 cabinets across two data centers while maintaining excellent uptime.
2) A travel company deployed in Inuit's Ashburn facility to improve application response times and reduce server count and power consumption through virtualization.
3) An unnamed company expanded its infrastructure with Inuit for scalability, geographic diversity, and carrier neutrality to support rapid growth from 1 million to over 9 million members.
IBM Recipe: 1 part IoT Foundation, 2 parts IBM Bluemix - mix them to create ...Foong Yen Lee
Internet of Things Foundation is IBM's newest offering for the Internet of Things (IoT). This presentation will provide an overview of IoT Foundation including the technology, features, and components to connect devices, capture data, and start building applications around it.
IBM IoT Foundation and Bluemix together enable the creation of new, innovative business applications which combine device, data, Bluemix services, and other data sources. The variety of integrations are nearly limitless, including integrating with Mobile Push services, sending data to HDFS for deeper Big Data analytics, integrating with geo spatial services, Rapid Apps, etc. We will also explore a few integration patterns to enable solutions for the Internet of Things.
Learn how the facilities of the cloud service are used to meet this goal and from there build out rich Internet of Things solutions.
This document discusses unified communications and provides recommendations. It covers key topics like the business case for UC, challenges of UC deployment, and examples of quantifying UC benefits. The document recommends identifying processes that could be improved with UC, validating those opportunities, prototyping solutions, and measuring before and after results to build a strong business case. It also addresses common UC challenges around organization, technology, and metrics.
Rapidly develop secure mobile apps with IBM MobileFirst on Bluemix ContainersAjay Chebbi
Creating standalone apps is fun! Think angry bird. But once you want to connect to a enterprise backend and provide enterprise grade security (think a bank app), the mobile app developer productivity starts dropping. Using IBM MobileFirst Platform Foundation Server you can rapidly develop secure mobile apps. The MFP server can be on prem or on the cloud on Bluemix Docker Containers
The document discusses several trends in IT including technology, business, process, engineering, and programming trends. Key technology trends mentioned are cloud computing, big data, smart devices/tablets, social media/enterprise 2.0, and consumerization of IT. Popular programming languages include HTML/CSS, JavaScript, Python, Java, C#, and Ruby. Process trends involve adoption of agile methods like Scrum and XP. Engineering trends focus on practices like test-driven development, continuous integration, and automated testing.
How Meritage Homes Drove More Mobile Business Using IBM MobileFirst Platform ...Michael Jacobsen
Meritage Homes developed a mobile app using IBM MobileFirst Platform in just 45 days to drive more mobile business. The app allowed homebuyers to register on iPads using offline capabilities. It integrated with Salesforce for lead capture and storage. This replaced a non-mobile web form and increased registrations from under 500 to around 44,000. The success led Meritage Homes to expand the app to additional brands and use geo-location services.
Future of Voice & WebRTC - Implications & Opportunities for telcos (service p...Dean Bubley
Overview presentation on the challenges for telecom operators (telcos, carriers) in voice & messaging services. Examines general trends in evolution of Future of Voice, including fall-off of demand for basic services. Examines the impact & opportunities from a new technology WebRTC in accelerating this, and the ways that telcos can structure their thoughts & strategies. Disruptive Analysis is doing continual work & advising various companies in this area. [Note: this is not an intro to WebRTC technology itself & assumes existing knowledge]
This document outlines a 5-step program for leveraging enterprise mobility. Step 1 is management, which involves classifying devices into tiers of support and implementing mobile device management. Step 2 is focusing on mobile web by developing responsive websites. Step 3 is defining a digital strategy. Step 4 is implementation using tools like frameworks and adopting approaches like adaptive agile development. Step 5 involves transforming into a digital enterprise where mobility powers engagement with systems and information across the organization. The overall agenda stresses that mobility requires more than just apps and emphasizes creating "systems of engagement" for customers, employees and partners.
#bluemixdrone is at Southbank for the IBM Service Advisory ExchangeBrandon Jones
A rapid 30 minute brief and demonstration of how anything can be delivered as a service with IBM Cloud and Bluemix. The #bluemixdrone was hit by crowd-storms three times in 90 minutes, a new record!
Fulfillment Breakout – Gary Neights, Elemica: “Deliver Better Customer Servic...Elemica
The document discusses Elemica's next generation supply chain platform and its focus on using lean data and analytics to provide better customer service. It highlights technology trends like big data, cloud computing, and the internet of things. Elemica's platform provides universal data modeling, business documents, and a control tower for monitoring supply chains. The vision is to use semantic technologies and analytics on multiple data sources to provide descriptive, predictive, and prescriptive insights and alerts. Focus groups provided input on the types of decision support, predictive alerts, and metrics that would be most useful for customer service.
This document discusses Light Enterprise Access Point, which aims to eliminate complexity from the mobile enterprise. It notes that past 20 years saw standardization and increased IT complexity, while the next 20 will focus on process uniqueness, micro packages, simplified catalogs, and lowered costs via cloud computing. It also discusses the growth of smartphones and mobile access. Light Enterprise Access Point will deliver business content to employees, partners and customers via micro apps and micro-transactions of actionable data, fragmenting IT complexity and enabling access anywhere on any device easily and with a flat fee. It will include components like LeapCentral, LeapAgent and LeapElement that deliver this functionality via a cloud platform.
Taking the Proactive Roles Through Smart TechnologiesDr. Mazlan Abbas
Dr. Mazlan Abbas discusses the importance of adopting smart technologies and digital transformation. There are still gaps in internet penetration, broadband speeds, digital literacy, and adoption of Industry 4.0 technologies in Malaysia. The talk covers the four industrial revolutions and how technologies like cyber-physical systems, the internet of things, and networks are driving Industry 4.0. Barriers to digital transformation include mindset, lack of vision and champions. The future includes technologies like autonomous vehicles, flying taxis, and national technology innovation sandboxes.
Next Generation Service Platforms Review 2014Alan Quayle
Review of the Next Generation Service Platforms event brings together 3 events: Telecom APIs, Web Real-Time Communications & Legacy Networks Evolution.
Weblog http://alanquayle.com/2014/07/ngsp-review-art-possible-mantra-self-defeat/
The document discusses programmable telecom networks and carrier use cases. It outlines an agenda to discuss the programmable network concept, reference use cases, and have a Q&A session. Specific use cases discussed include Tieto & TeliaSonera consolidating platforms and enabling partners, and Telecom Italia exposing APIs to support applications for Expo Milano 2015 and enable third party services. The document provides information on evolving service delivery frameworks to support digital services and API-enabled networks.
The Agile Manifesto was published in 2001 and much has changed since then. Read on for an opportunity to rethink the Agile Manifesto. View Agile in a new light and deconstruct which concepts were home runs and which still need to evolve.
This document summarizes an Enterprise Micro Applications webinar hosted by SAP. It introduces the concept of lightweight enterprise applications that provide secure access to SAP systems via simple interfaces on mobile devices. It outlines the agenda which included demos of micro applications and questions. Biographies of the speakers were provided. The document then discusses the value of micro applications for users and IT departments. It highlights trends in mobility and the need to simplify access. Finally, it describes Leapfactor's Light Enterprise Access Point solution for removing complexity and enabling a mobile enterprise through integrated micro applications in the cloud.
This document provides a modern perspective on the Agile Manifesto by examining how the technology and business landscape has changed since 2001. It notes that software is now ubiquitous, complexity has increased in products and teams, and projects still fail at a high rate. It then analyzes each tenet of the original Manifesto, arguing that some need to evolve to account for tools now enabling interactions and processes being more mature. The key idea is that individuals/interactions and processes/tools should be considered combined rather than prioritized over each other as the Manifesto states. This provides a framework to update agile principles for today's environment.
V2COM was founded in 2002 to connect remote devices and is a leading provider of Internet of Things platforms and Smart Grid solutions. They connect over 1 million devices and have received over 15 international awards for pioneering work in M2M and IoT. V2COM works with major utilities in Latin America, serving 30 companies and managing $3 billion worth of automated revenue collection annually. They offer customized hardware, software, and services to help clients extract value from device and sensor data.
Firefox OS: Challenges and opportunities for an open source mobile OSJacques Chicourel
Firefox OS is an open source mobile operating system developed by Mozilla. It aims to provide an affordable alternative to existing mobile platforms and offer advantages for developers. By using web technologies like HTML5, the OS eliminates platform fragmentation for developers. It also allows access to device capabilities through JavaScript APIs. This empowers web developers and makes it easier to adopt smartphones. While the technology still needs improvements, Firefox OS presents opportunities to disrupt the mobile ecosystem and support app monetization through models like direct carrier billing.
1. The document discusses the transformation of the telecommunications industry towards convergence and seamless mobility.
2. It highlights key trends like digitalization, the emergence of the networked economy, and the increasing complexity of telecom convergence.
3. The goal is to develop next generation networks that keep users informed, connected, and secure across different environments through multiple access technologies and devices.
This document discusses how connected data platforms can help companies unlock value from all their data. It provides examples of how Hortonworks has helped customers renovate their data architectures to better capture, store and analyze both data at rest and data in motion. Specific examples are given of how Merck and Symantec have used Hortonworks platforms to innovate in vaccine yield optimization and cyber security threat detection, gaining significant business benefits.
Vodafone has a long history in telecommunications dating back to the 1980s when it was awarded the first mobile license in the UK. More recently, Vodafone has moved into unified communications to help customers meet challenges around securing information, simplifying communications, and improving workforce effectiveness. Vodafone's portfolio includes products and services built on its strong network and partnerships to provide tailored solutions for securing information, simplifying communications, getting closer to customers, and improving workforce productivity and customer engagement.
Lattice Inc. provides technology services to correctional facilities and has experienced 700% revenue growth from 2009 to 2013. It offers a suite of cloud-based services that provide secure communications and information technology to smaller facilities. Some of its products and services include video visitation, email, music downloads, and an integrated jail management software solution. While it faces competition from larger national service providers, Lattice has a unique technology advantage in both the US and foreign markets it is expanding into. Its integrated corrections operations network platform provides cost reductions and enhanced revenue streams for facilities.
Lattice Inc. provides technology services to correctional facilities and has experienced 700% revenue growth from 2009 to 2013. It offers a suite of cloud-based services that provide secure communications and information technology to smaller facilities. Some of its products and services include video visitation, email, music downloads, and an integrated jail management software solution. While it faces competition from larger national service providers, Lattice has a technology advantage in serving smaller facilities. It sees opportunities for continued growth in both the US market and expanding internationally.
Semicon west monetizing the internet of thingsPaul Brody
Everyone wants the Internet of Things to be huge, but so far, nobody has cracked the code. In this presentation, I argue that our failure to focus on driving ROI from assets and creating real value for consumers and enterprises is at fault and suggest some ways we can do better.
The document discusses the emerging "Internet of Things" (IoT) which refers to the networking of physical objects through sensors and internet connectivity. It notes that IPv6 addresses and Moore's law have enabled the vast scaling of IoT by allowing anything to connect to everything. It describes how IoT adoption is occurring at an exponential pace similar to mobile phone adoption. The document outlines how IoT will disrupt many industries like insurance, transportation, education, and skills/trades as physical objects and processes become integrated into global data networks and clouds. It raises questions about how individuals, organizations, and society should prepare for and shape the transition to an IoT-connected world.
Next Generation Service Platform Summary 2015Alan Quayle
Next Generation Services Platforms discussed leveraging APIs and WebRTC to enable new digital communication services and business models. Telcos are increasingly focusing on API management and opening their capabilities through ecosystems to innovate beyond just their own APIs. SAPO's presentation provided an overview of their API management platform and lessons learned developing an open approach.
Introduction to STaaS: WHERE WE ARE, STaaS: STORAGE ABSTRACTION AND AUTOMATIZATION, CREATING STaaS (SDS) MODEL FOR OUR IT, APP VISION vs BYTE VISION,
WHAT’S NEXT – DATA SERVICES (HDFS) AND HYBRID CLOUD (COMMODITY)
Similar to Citizen Self Service - Bridging The Transaction Gap (20)
Removing Uninteresting Bytes in Software FuzzingAftab Hussain
Imagine a world where software fuzzing, the process of mutating bytes in test seeds to uncover hidden and erroneous program behaviors, becomes faster and more effective. A lot depends on the initial seeds, which can significantly dictate the trajectory of a fuzzing campaign, particularly in terms of how long it takes to uncover interesting behaviour in your code. We introduce DIAR, a technique designed to speedup fuzzing campaigns by pinpointing and eliminating those uninteresting bytes in the seeds. Picture this: instead of wasting valuable resources on meaningless mutations in large, bloated seeds, DIAR removes the unnecessary bytes, streamlining the entire process.
In this work, we equipped AFL, a popular fuzzer, with DIAR and examined two critical Linux libraries -- Libxml's xmllint, a tool for parsing xml documents, and Binutil's readelf, an essential debugging and security analysis command-line tool used to display detailed information about ELF (Executable and Linkable Format). Our preliminary results show that AFL+DIAR does not only discover new paths more quickly but also achieves higher coverage overall. This work thus showcases how starting with lean and optimized seeds can lead to faster, more comprehensive fuzzing campaigns -- and DIAR helps you find such seeds.
- These are slides of the talk given at IEEE International Conference on Software Testing Verification and Validation Workshop, ICSTW 2022.
TrustArc Webinar - 2024 Global Privacy SurveyTrustArc
How does your privacy program stack up against your peers? What challenges are privacy teams tackling and prioritizing in 2024?
In the fifth annual Global Privacy Benchmarks Survey, we asked over 1,800 global privacy professionals and business executives to share their perspectives on the current state of privacy inside and outside of their organizations. This year’s report focused on emerging areas of importance for privacy and compliance professionals, including considerations and implications of Artificial Intelligence (AI) technologies, building brand trust, and different approaches for achieving higher privacy competence scores.
See how organizational priorities and strategic approaches to data security and privacy are evolving around the globe.
This webinar will review:
- The top 10 privacy insights from the fifth annual Global Privacy Benchmarks Survey
- The top challenges for privacy leaders, practitioners, and organizations in 2024
- Key themes to consider in developing and maintaining your privacy program
In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.
Unlocking Productivity: Leveraging the Potential of Copilot in Microsoft 365, a presentation by Christoforos Vlachos, Senior Solutions Manager – Modern Workplace, Uni Systems
In the rapidly evolving landscape of technologies, XML continues to play a vital role in structuring, storing, and transporting data across diverse systems. The recent advancements in artificial intelligence (AI) present new methodologies for enhancing XML development workflows, introducing efficiency, automation, and intelligent capabilities. This presentation will outline the scope and perspective of utilizing AI in XML development. The potential benefits and the possible pitfalls will be highlighted, providing a balanced view of the subject.
We will explore the capabilities of AI in understanding XML markup languages and autonomously creating structured XML content. Additionally, we will examine the capacity of AI to enrich plain text with appropriate XML markup. Practical examples and methodological guidelines will be provided to elucidate how AI can be effectively prompted to interpret and generate accurate XML markup.
Further emphasis will be placed on the role of AI in developing XSLT, or schemas such as XSD and Schematron. We will address the techniques and strategies adopted to create prompts for generating code, explaining code, or refactoring the code, and the results achieved.
The discussion will extend to how AI can be used to transform XML content. In particular, the focus will be on the use of AI XPath extension functions in XSLT, Schematron, Schematron Quick Fixes, or for XML content refactoring.
The presentation aims to deliver a comprehensive overview of AI usage in XML development, providing attendees with the necessary knowledge to make informed decisions. Whether you’re at the early stages of adopting AI or considering integrating it in advanced XML development, this presentation will cover all levels of expertise.
By highlighting the potential advantages and challenges of integrating AI with XML development tools and languages, the presentation seeks to inspire thoughtful conversation around the future of XML development. We’ll not only delve into the technical aspects of AI-powered XML development but also discuss practical implications and possible future directions.
Why You Should Replace Windows 11 with Nitrux Linux 3.5.0 for enhanced perfor...SOFTTECHHUB
The choice of an operating system plays a pivotal role in shaping our computing experience. For decades, Microsoft's Windows has dominated the market, offering a familiar and widely adopted platform for personal and professional use. However, as technological advancements continue to push the boundaries of innovation, alternative operating systems have emerged, challenging the status quo and offering users a fresh perspective on computing.
One such alternative that has garnered significant attention and acclaim is Nitrux Linux 3.5.0, a sleek, powerful, and user-friendly Linux distribution that promises to redefine the way we interact with our devices. With its focus on performance, security, and customization, Nitrux Linux presents a compelling case for those seeking to break free from the constraints of proprietary software and embrace the freedom and flexibility of open-source computing.
How to Get CNIC Information System with Paksim Ga.pptxdanishmna97
Pakdata Cf is a groundbreaking system designed to streamline and facilitate access to CNIC information. This innovative platform leverages advanced technology to provide users with efficient and secure access to their CNIC details.
Sudheer Mechineni, Head of Application Frameworks, Standard Chartered Bank
Discover how Standard Chartered Bank harnessed the power of Neo4j to transform complex data access challenges into a dynamic, scalable graph database solution. This keynote will cover their journey from initial adoption to deploying a fully automated, enterprise-grade causal cluster, highlighting key strategies for modelling organisational changes and ensuring robust disaster recovery. Learn how these innovations have not only enhanced Standard Chartered Bank’s data infrastructure but also positioned them as pioneers in the banking sector’s adoption of graph technology.
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Essentials of Automations: The Art of Triggers and Actions in FMESafe Software
In this second installment of our Essentials of Automations webinar series, we’ll explore the landscape of triggers and actions, guiding you through the nuances of authoring and adapting workspaces for seamless automations. Gain an understanding of the full spectrum of triggers and actions available in FME, empowering you to enhance your workspaces for efficient automation.
We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
Whether you’re tweaking your current setup or building from the ground up, this session will arm you with the tools and insights needed to transform your FME usage into a powerhouse of productivity. Join us to discover effective strategies that simplify complex processes, enhancing your productivity and transforming your data management practices with FME. Let’s turn complexity into clarity and make your workspaces work wonders!
Dr. Sean Tan, Head of Data Science, Changi Airport Group
Discover how Changi Airport Group (CAG) leverages graph technologies and generative AI to revolutionize their search capabilities. This session delves into the unique search needs of CAG’s diverse passengers and customers, showcasing how graph data structures enhance the accuracy and relevance of AI-generated search results, mitigating the risk of “hallucinations” and improving the overall customer journey.
Introducing Milvus Lite: Easy-to-Install, Easy-to-Use vector database for you...Zilliz
Join us to introduce Milvus Lite, a vector database that can run on notebooks and laptops, share the same API with Milvus, and integrate with every popular GenAI framework. This webinar is perfect for developers seeking easy-to-use, well-integrated vector databases for their GenAI apps.
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In this presentation, van Emden covers the basics of scaling edge AI solutions using the Nx tool kit. He emphasizes the process of developing AI models and deploying them globally. He also showcases the conversion of AI models and the creation of effective edge AI pipelines, with a focus on pre-processing, model conversion, selecting the appropriate inference engine for the target hardware and post-processing.
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Presented by Vladimir Iglovikov:
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- https://x.com/viglovikov
- https://www.instagram.com/ternaus/
This presentation delves into the journey of Albumentations.ai, a highly successful open-source library for data augmentation.
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This case study covers various aspects, including:
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Metrics: The success indicators such as downloads, daily active users, GitHub stars, and financial contributions.
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Development Practices: Best practices for creating, maintaining, and scaling open-source libraries, including code hygiene, CI/CD, and fast iteration.
Community Building: Strategies for making adoption easy, iterating quickly, and fostering a vibrant, engaged community.
Marketing: Both online and offline marketing tactics, focusing on real, impactful interactions and collaborations.
Mental Health: Maintaining balance and not feeling pressured by user demands.
Key insights include the importance of automation, making the adoption process seamless, and leveraging offline interactions for marketing. The presentation also emphasizes the need for continuous small improvements and building a friendly, inclusive community that contributes to the project's growth.
Vladimir Iglovikov brings his extensive experience as a Kaggle Grandmaster, ex-Staff ML Engineer at Lyft, sharing valuable lessons and practical advice for anyone looking to enhance the adoption of their open-source projects.
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GitHub: https://github.com/albumentations-team/albumentations
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LinkedIn: https://www.linkedin.com/company/100504475
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Welcome to UiPath Test Automation using UiPath Test Suite series part 5. In this session, we will cover CI/CD with devops.
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20 Comprehensive Checklist of Designing and Developing a WebsitePixlogix Infotech
Dive into the world of Website Designing and Developing with Pixlogix! Looking to create a stunning online presence? Look no further! Our comprehensive checklist covers everything you need to know to craft a website that stands out. From user-friendly design to seamless functionality, we've got you covered. Don't miss out on this invaluable resource! Check out our checklist now at Pixlogix and start your journey towards a captivating online presence today.
4. Copyright 2011 Avoka Technologies..
4
The State of the Online Channel according to…
Mary
Meeker
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5
Preference for Online
dropped in 2011, Phone
increased
- Mobile access growth?
- Can’t do enough online?
The State of the Online Channel according to…
Mary
Meeker
6. Copyright 2011 Avoka Technologies..
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Mail and In-person channels
are still widely used, but
most (42%) people would
prefer to use e-government
channels [if available]
The State of the Online Channel according to…
Mary
Meeker
Preferred Service Delivery Channel
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“Convenience” is the driver
for use of the Online Channel
The State of the Online Channel according to…
Mary
Meeker
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8
35% of Government
transactions involve
providing information
(forms)
The State of the Online Channel according to…
Mary
Meeker
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9
Forms continue to be a
Barrier to eGovernment
The State of the Online Channel according to…
Mary
Meeker
Once you know that you’ve got to fill a
form in for something you know you’ve
either got to mail it in or
scan it and email
He went online to find that he could
actually sort of log in and apply for
some of it but he is still ended up
having to read them and then take all
the forms in.
I jumped on the internet to see if it was a
form that I could fill out and just do
everything on the internet.
I printed it off … but it wasn’t something
that I could completely do over the internet.
10. Copyright 2011 Avoka Technologies..
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The State of the Online Channel according to…
Mary
Meeker
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The rate of adoption for new
technologies is accelerating
The State of the Online Channel according to…
Mary
Meeker
12. Copyright 2011 Avoka Technologies..
12
Australian’s love their 3G/4G
with as many subscribers as
people!
The State of the Online Channel according to…
Mary
Meeker
13. Copyright 2011 Avoka Technologies..
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And if you think the Tablet
Revolution is hype…think
again: 2% 29% in 3 years
The State of the Online Channel according to…
Mary
Meeker
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The State of the Online Channel according to…
Mary
Meeker
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We’ve already got 3 screens,
get ready for the 4th (TV)
The State of the Online Channel according to…
Mary
Meeker
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Desktop dominates @ work
Tablet dominates @ home
SmartPhone ever present
The State of the Online Channel according to…
Mary
Meeker
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Online activity peaks during
Ad breaks in popular TV
shows – Tablet Convenience
The State of the Online Channel according to…
Mary
Meeker
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Mobile is growing rapidly…
but mobile-ready capabilities
still lag for High-Stakes
Transactions
The State of the Online Channel according to…
Mary
Meeker
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In summary…
ONLINE has come of age (some years ago)
MOBILE is growing (rapidly)
It’s a MULTI-SCREEN world – get used to it
We can FIND a lot online,
We can’t DO as much online
CONVENIENCE is king
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We can FIND a lot online,
We can’t DO as much online
In summary…
WHY?
WHY DO I
CARE?
WHAT CAN I
DO?
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Typical Situation we see in C2G and B2G
VOLUME
VALUE
LOW MEDIUM HIGH
HIGH
MEDIUM
LOW
CAR
LICENCE
TRUCK
LICENCE
GRANT
APPLICATION
BENEFIT
APPLICATION
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Online Transaction Continuum
PRINT & FILL
PDF FORM
STRAIGHT
THROUGH
PROCESSING
It doesn’t have to be all or nothing!
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WHY aren’t more transactions online?
Most ERP or CRM systems
include a web self-service
capability.
Software development tools and
Portal technologies can be used
to develop powerful online
experiences
PROs
Pre-integrated to existing core-
business systems
Flexible integration in a multi-
system environment
CONs
In a multi-system environment,
won’t meet the requirement
to deliver OSS across all
business systems.
Expensive and lengthy projects
Expensive and lengthy projects
IT involvement required to
deploy new products / service
Need to cater for multi-screen
ERP
/
CRM
PORTAL
/
CUSTOM
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EPA's Electronic Notice of Intent (eNOI)
Situation
The Environmental Protection Agency (EPA) processes hundreds of
thousands of “Notice of Intent” requests each year. The backlog was
overwhelming and resulted in customer frustration and multi-week
processing of applications. Many times too late.
Solution
Avoka SmartForm Factory and Adobe LiveCycle
Replaced error-prone paper forms with SmartForms and automated
Business Processes integrated to EPA’s compliance systems
Registered individuals access forms, enter data, submit filled forms,
add attachments and track the status of their permit applications.
EPA staff review, approve, reject, or put on-‐hold applications.
Outcome
All of EPA Region 6 Gulf of Mexico offshore oil and gas drilling permits
have been converted to electronic
Elimination of 2 weeks processing per application was achieved
Better Customer Satisfaction. SmartForms guide the users through
the process with real-time validation
+1MM Cost Savings| 0 Errors | 20x Process improvement
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Development Applications Made Simple with
SmartForm Factory in the Cloud
Situation
Local Government - City of Ryde -16 suburbs in Northern
Sydney with 40,000+ dwellings. Development Application (DA)
hugely complex form - a pain point in local government.
DA was a PDF/paper form, inherently error prone & inefficient,
created a bad user experience both internally & externally.
Solution
SmartForm Factory Self-Service Cloud – cost-per-transaction.
Reduced pages by 50%. User selects 1 or more of 36 application
types (e.g. subdivision, pool, renovation etc) & fills in
appropriate form based on selection (+ attachments) - the form
guides the user, prevents errors.
Built to drive automated registration - instigates back-end
automation & improves data collection.
Outcome
Better service delivery to constituents
Improved data quality & streamlined processes
Cost effective & scalable
No Paper – No Errors| 5 Week Project |Cloud Self-Service
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Cyclone Yasi – Rapid Online Response
Situation
In 2011, Cyclone Yasi devastated Northern
Queensland leaving people homeless and out of
work. The Federal Government, through
Centrelink, needed to respond quickly through
the Disaster Wage Assistance program.
Solution
Avoka SmartForm Factory was used to design and
deploy a powerful online SmartForm application
allowing businesses to register themselves and
their employees for Wage Assistance
Outcome
The Online application was delivered in 3 days
Employers self-registered for assistance delivering
validated information to Centrelink for processing
and reducing burden on Call Centre
Delays associated with paper forms were avoided
SmartForm Ready in 3 Days | Errors & Delays Avoided
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Close
Slides will be provided
Webinar recording will be made available
www.youtube.com/avokatech
Send a form to info@avoka.com
Editor's Notes
Thank you for joining us this morning.
In our 30 minutes, we’re going to
Review research from 3 different perspectives regarding the growth of digital as a channel
Review why there are not more transactions online given the popularity of online
Look at the options for moving transactions online including OSS 2.0 with Avoka SmartForm Factory
Including an 8 minute demonstration of how SmartForm Factory can enable electronic service delivery
And finally we’ll discuss 3 examples of Online Self-Service in action across Gov both local and international
We will make these slides available after the presentation.
Let’s start with the insight provided by some recent analysis
Let’s begin with AGIMO’s most recent survey of Australian’s use and satisfaction with e-Gov services
Interestingly the preference for online actually dropped in 2011 compared to previous years. The report doesn’t offer any insight as to why this might be. But some possible explanations include
- With the growth of mobile – are citizens more likely to phone as the phone is at hand?
- And if transactions can’t be completed online, is it better just to call?
- Also, when using a Mobile App – many people don’t believe this is “online”
If available – 42% would choose to use the online channel (this represents the highest percentage across the various channels)
And the reason people prefer the online channel is simple – CONVENIENCE
Online allows them to do what they want, when and where they want – and this convenience is a stronger driver for channel selection
When looking at the types of transactions involved in Government transactions, 35% involve providing information from the Citizen to the Government – also known as Forms
However, anecdotal evidence from citizen quotes in Focus Group sessions shows Forms are still a barrier to the online channel. People expect to have to Print & Fill paper forms and then deliver by mail, email or in person, over the counter.
Changing gear for a moment, Mary Meeker is viewed by many as the Queen of the Internet. As a partner at Kleiner, Perkins, Caulfield and Byers she releases an annual INTERNET TRENDS report. The full report can be found on Slide Share. Just search for Mary Meeker.
One observation from Mary’s latest report is the fact that the rate of adoption of new technologies is accelerating. If you look at this graph – the green, almost invisible segment represents the sales of iPods in the first 8 Qtrs or 2 years after release.
The Orange segement shows sales of iPhone in the first 2 years from release and
The Blue segment shows the sales of iPads in the first 2 years. In its first 8 Qtrs, iPad out sold iPhone 3:1
Interestingly – Australia also has one of the highest penetrations of 3G and 4G globally. In fact, with a population of 22m there are 22m mobile internet subscriptions in Australia which represents 76% of Australians and 21% growth on the previous year.
And if you thought the popularity of Tablets was inflated – think again. In just 3 years, tablet and eReader devices have gone from 2% to 29% penetration across the US adult population.
CBA may be viewed as an unusual case study for a Government seminar – but as the largest bank in the nation they offer an insight in to a significant cross section of the population
Interestingly, CBA are already dealing with the fact that many customers expect to engage the bank on 3 screens – PC, Tablet and Phone. And the bank is preparing for the 4th screen – the Smart TV.
Now when the bank looks the 3 current form factors and the % of logins by device and time of day. Its obvious that Desktop dominates the business day, SmartPhones are ever present but interestingly, Tablet out performs all other devices between 6pm and 11pm – so if you sit at home with an iPad on the sofa beside you…you’re not the only one. The convenience of that form factor is evident in the behaviour shown in this chart.
And CBA takes it a step further – observing peaks and troughs in Ad breaks during popular TV shows.
But like many organisations – the bank recognises that whilst the online channel is growing in popularity, many high stakes transactions such as Opening a new Account and Applying for a loan are simply too hard on mobile devices.
So – in summary, this combined research is telling us that
Online has come of age, some years ago
Convenience is king when choosing a channel
Mobile is and continues to grow at a rapid rate
We are now in a multi-screen world and need to design for it
But whilst we can find a lot through the online channel, we still can’t do as much online as we’d like
So WHY IS THAT, WHY SHOULD YOU CAN and WHAT CAN YOU DO ABOUT IT?
The reasons we can’t do more online is because it can be a challenging task to move from paper to digital.
If you were to plot an organisation various transactions on a graph with two axes – one representing each transaction’s VOLUME and the other showing the VALUE of that transaction – we would end up with a Scatter diagram as follows.
Some transactions would be High Volume / High Value – whilst others, still important, may not be quite as high volume / value.
Typically you would end up with a scatter chart showing that the range of transactions cover all areas of the chart.
Now some of these transactions simply don’t justify the investment to move them online. And chances are many of the High Volume and High Value transactions are online already. However, there are a large percentage of transactions that are important – but not sufficiently important to justify the typically high cost of going online.
When looking to migrate forms to the online channel – it doesn’t have to be All or nothing. There is an Online Transaction Continuum that ranges from Print & Fill forms all the way through to Straight Through Processing.
But even providing customers with the ability to fill forms on their PC or mobile devices with validation of fields, Submit the form for processing and manually key the form in to core business systems will provide significant benefit both to the customer and the Government organisation. Significant efficiencies in data accuracy can be achieved. And if designed correctly, these forms can be easily integrated at a later stage to achieve Straight Through Processing.
The current volume of Print & Fill forms across Australian Government websites is significant. And each one of these forms is error prone and expensive to process.
And when you consider the fact that most people with SmartPhone or Tablet devices have never connected those devices to a printer, and considering the earlier research that indicates mobile and tablet usage is growing rapidly – ever PDF form that needs to be printed represents a dead-end for the citizen experience when connecting to government on a mobile device.
So with quite a significant challenge ahead – what are the options for addressing it?
Traditional approaches available to the business can be categorised in to two areas.
Most core business systems like SAP and Siebel have a web front-end. This can be deployed to provide internet based access to those systems. Unfortunately most businesses run on multiple systems for Case Management, CRM, Asset Management etc. So deploying the web front-end for one of those systems won’t deliver a web accessible solution for ALL transactions. Plus – those systems tend to be transactional and focused on how the business operates internally, not the desired Citizen Experience. These systems are also expensive.
The other option is to use a Portal Technology or simply software deveopment tools like Java, .NET and HTML to create a custom user experience. This addresses the need to interface to multiple systems and allows for the desired citizen experience to be developed – but is costly, time consuming and creates a significant maintenance over head.
Over the last 8 years, Avoka has developed an alternative approach to address the need for data collection at an enterprise level.
Avoka SmartForm Factory is a customer transaction platform that sits at the intersection between the individual and the organisation to support the need for enterprise data collection.
There are two primary usecases for SmartForm Factory.
On the left we have Online Self-Service which allows a citizen to Apply, Claim, Register etc. This is the delivery of information from citizens to government.
On the right we have the Field Mobility scenario, where agents of Government (such as case workers) go in to the field to collect information for inspections and audits.
But Customer Transactions involve more than just a form.
SmartForm Factory is a platform that in addition to providing a powerful electronic forms capabiltiy, also supports the need for Payments, Signatures (both digital and ink), Supporting Documents, Integration for pre-population / validation / submission processing.
Forms created in SmartForm Factory include incorporate responsive design meaning that an optimal experience will be delivered on PC, Tablet and SmartPhone devices from a single form design. All transactions and data are secured.
Complex forms can be saved and returned to for completion. The organisations business rules can be incorporated without programming and powerful analytics can advise the agency as to how many times a form was abandoned, how long it takes to complete a form and which sections of the form are causing citizens the most problems.
SmartForm Factory is designed to allow a Government agency to make Any Form accessible on Any Device, Anywhere and anytime.
Let’s take a look.
SmartForm Factory is a platform that delivers everything required to enable online customer transactions.
Starting at the bottom of this diagram
COMPOSER is the cloud based tool for SmartForm creation. Powerful SmartForms can be created with no programming and a single form design delivers PC, Mobile and Interactive PDF smartforms. Composer is in the cloud, but stores no data – it is simply a design tool.
SmartForm MANAGER can be hosted in the cloud or on-premise. MANAGER controls the review & approval process for publishing forms and hosts the form definitions and displays the form on request – delivering an optimised experience for PC, Tablet and SmartPhone devices. SFM also manages submissions, partially saved forms, integration, payments – it encapsulates a decade of learnings from hundreds of smartform projects.
SmartForm Factory offers 3 primary ways to allow end-users to interact with published SmartForms
The web plug-in allows SmartForms to be integrated in to an exsiting website
The Self-Service portal provides a customisable out-of-the box portal that customer’s can self-register, access forms securely, manage partially compelted forms and view a submission history.
And the Self-Service App provides all of this in a native App for Apple, Google Android and Windows devices. IF YOU HAVE an iPad or Google Tablet – please go to the app store and search for Avoka. Its free to download the app and it includes 3 sample forms to demosntrate the capabilities.
SmartForm Factory is in use across a range of Govenrment agencies. Lets look at 3 specific examples.
In the US, the Environmental Protection Agency processes hundreds of thousands of Notice Of Intent requests each year for activities that may impact the environment such as off-shore exploration.
This hugely complex project with many stakeholders was tackled with SmartForm Factory and Adobe LiveCycle to provide an online facility for lodgement, processing and tracking of requests. EPA have estimated in excess fo $1m in savings per annum and a reduction in processing times by 2 weeks which makes EPA clients very happy.
Closer to home- the Local Government council of Ryde in Sydney’s north west implemented SmartForm Factory to provide an online forms capabilty to voer the 100+ forms council receives from rate payers.
Ryde opted for a completely Cloud Hosted deployment of SmartForm Factory and chose the king of forms – the Development Application (for building or modifying a property) as the first transaction to migrate – They wanted to ensure the platform could process not only the simple, but the complex transactions. From contract signing to User Accceptance Testing was just over 4 weeks – demonstrating what the platform can achieve in a short time frame when leveraging out of the box capabilities.
And finally (continuing the theme of rapid deployments), the Department of Human Services can called in to action to support affected businesses in QLD in the wake of Cyclone Yasi.
The prime minster made a public commitment to offer wage assistance to affected businesses within a 2 week period.
DHS contacted Avoka with the requirements for the form including eligibility criteria and just 3 days later, the form was delivered to Human Services to deploy to the website. This form leveraged the existing SFF deployment at the Dept of Innovation.
Errors and inelligible requests were quashed for all users of the online SmartForm – allowing DHS staff to focus on processing valid requests for assistance.
Thank you for your time this morning – I hope you found the content useful.
The slides will be made available shortly and a recording of this presentation will be on the avoka website shortly – please feel free to share it with colleagues.
Also – Avoka’s YouTube channel – youtube.com/avokatech contains a wide range of video presentations and demonstrations that you should find informative.
Finally – if the challenge of migrating forms to the online channel is of interest, please fell free to email an example of a form you would like to tackle to info@avoka.com. We’ll take your form, with no obligation, and show you what can be achieved in a couple of days.
Have a great day.