1. All contents are Copyright © 1992–2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
Operationalizing Collaboration: Measuring
Mission Value
Agencies are embracing collaboration tools ranging from videoconferencing to instant messaging to improve efficiency and citizen
service levels. But how can they make sure they are fully taking advantage of collaboration to support the mission?
More and more agencies are operationalizing collaboration. “Operationalizing means defining an abstract concept so that becomes
measurable,” says Carl DeGroote, operations director for civilian agencies at Cisco. “In government, operationalizing collaboration
means integrating it into business processes so the workforce can make decisions faster and better, in support of the mission.”
Example 1: Reducing Claims Backlog
One aspect of collaboration is bringing people together. Consider a Social Security Administration (SSA) adjudicator who needs to
decide whether a citizen is eligible for disability benefits. Given the proper collaboration tools, the adjudicator can invite a doctor,
occupational therapist, or lawyer into the conversation with a few clicks. “The mission value is that the agency can make the decision
today, rather than postponing it until everyone can weigh in,” DeGroote says.
Example 2: Increasing Situational Awareness
Collaboration can also involve bringing content together in support of the mission. As an example, the Department of Homeland
Security uses a variety of sensors to detect border incursions, including thermal imaging, unmanned aerial vehicles, and video
surveillance cameras. Giving border agents the tools to monitor all sensor content in one place increases situational awareness, directly
supporting the mission through improved detection and interdiction. New mobile devices like the Cisco CIUS tablet help agents in the
field disarm the threat by delivering real-time video, images, and other information.
Example 3: Making Audits More Efficient and Effective
For the Internal Revenue Service, the operational value of collaboration is improving the citizen experience while also accelerating
revenue collection. “Citizens prefer video to voice-only interactions because believe they can be more convincing,” DeGroote says. “And
adjudicators and auditors like it because observing body language and demeanor helps them draw better conclusions.” If a citizen calls
the contact center, the agent can conference in an auditor or citizen advocate. Resolving questions more quickly accelerates receipt of
tax payments.
Toolset
Taking advantage of collaboration to support the mission requires four desktop capabilities, ideally available from the same interface:
• Content, such as documents, images, videos, or sensor input
• Communications tools, such as conferencing, voicemail, email, and instant messaging
• Business processes, such as the agency’s core business applications
• Social networking tools to interact with team members in different communities
“The social aspects of collaboration are significant,” DeGroote says. “Two heads truly are better than one, and it’s proven by faster and
higher-quality decisions.”
To view a video data sheet about Cisco Quad, an enterprise collaboration platform, visit: www.cisco.com/go/quad.
Newsletter Article
Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at
www.cisco.com/go/trademarks. Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a
partnership relationship between Cisco and any other company. (1005R)
Americas Headquarters
Cisco Systems, Inc.
San Jose, CA
Asia Pacific Headquarters
Cisco Systems (USA) Pte. Ltd.
Singapore
Europe Headquarters
Cisco Systems International BV Amsterdam,
The Netherlands
Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices.