SlideShare a Scribd company logo
https://www.citizen.agency/
1-800-NO-SOFTWARE | 1-800-667-6389
The Vision and Value of
a Connected Government
2
The Vision and Value of
a Connected Government
Government is in the midst of a profound transformation, powered by innovative ideas and a commitment to do better.
The new model puts citizens first and agencies out in front of needs – anticipating, personalizing, and delivering intelligent
services when, where, and to whom they are needed.
Government organizations are continuing the tradition of innovation that created the Internet 40 years ago. The
transformation in progress today is equally profound. The stakes are high and the needs are urgent. Failures make headlines.
Government needs to lead again - working to improve critical services without adding costs - turning to technology
innovation to get there.
Technology megatrends – mobile, social networks, and cloud
computing – are improving service and changing expectations.
Driverless cars. Robotics. Wearable technology. The Internet of Things.
They are impacting every area of our lives – the new Phillips Sonic
Toothbrush will have Wi-Fi, a GPS, and allow a dentist to download data
with detailed information about patients’tooth brushing habits. Nest
makes a home’s thermostat an Internet-connected device.
It’s about connecting people and their devices to services, whether
those services are cutting edge or mundane, like dental hygiene.
Connecting people and devices in new ways – understanding
how they live and what they need – generates data and provides
government organizations with the context and intelligence to become
a proactive government that reaches out to citizens.
Citizens want quick, meaningful interactions with government so they can get the services they need while they’re in line
for lunch. They want the mobility they see outside of government from their government. They want convenience.
Achieving that vision relies on tying together the power of software, sensors, and applications, so devices have the data
and context needed to meet consumers’expectations in dynamic new ways.
Cloud computing brings together the myriad of channels customers use – the tie that binds. It is the delivery model that
allows access to any application over the Internet. To be truly citizen-centric, services should run on any browser, on any
device, at any time, with no downloads.
3
Change in Motion
Government is taking steps in this direction, breaking free of the status quo. Dynamic examples illustrate that public sector
partners have boldly stepped forward to embrace innovation – leveraging cloud, mobile, social, and big data trends. As a
result, they are improving services, connecting with citizens, building trust, and cutting costs.
	 City of Boston
	 Public officials in Boston use the cloud to create jobs, manage property, and help citizens become homeowners.
	 Cloud strategies boost economic development efforts by assisting entrepreneurs. The city replaced antiquated 		
	 back-end systems so business owners can more quickly and easily work with public servants and connect to data 		
	 to receive real-time updates on the progress of vital small business loans. A new business hub allows prospective 		
	 small business owners to understand the regulatory framework, grasp licensing and permitting guidelines, and get 		
	 assistance instantly.
	 The city’s real estate management division relies on cloud strategies to run its entire real estate portfolio. Property 		
	 managers use mobile as they conduct property surveys and manage contracts with people who clean up and repair 		
	 city properties. The city uses it to track the progress of efforts to sell the real estate holdings it wants to sell.
	 Software supports education courses for prospective homeowners, counseling classes for those facing foreclosure, 		
	 and home repair programs that require the city to track budgets and communicate with contractors.
	 Read More: http://www.salesforce.com/customers/stories/city-of-boston.jsp
	 General Services Administration
	 The General Services Administration (GSA) is streamlining application development. GSA moved core functions to 		
	 the cloud and began using Salesforce Platform to address business challenges and automate important functions. 		
	 GSA has built more than 100 applications in the cloud, taking more than 200 application servers offline. These 		
	 changes have made the GSA mobile and lean, in addition to cutting costs.
	 GSA staff members can manage complex projects through their tablets or smartphones. Employees can order parts, 		
	 complete contracts, and do other tasks seamlessly in the cloud.
	 In the aftermath of super storm Sandy, GSA supported Federal agencies by ensuring they had access to agency 		
	 data in the cloud. Federal employees stay in touch using Salesforce Chatter, which GSA extended to 17,000 			
	 government employees so they can collaborate.
	 Read More: http://www.salesforce.com/customers/stories/gsa.jsp
4
Citizens First
The focus is on the future and in the future, government organization will know what citizens want – even before they ask.
Perhaps before they even know what they want. It’s about pushing relevant information that adds value.
Government has the ability carry out this mission because it holds the critical asset needed to connect the dots – data. That
means government isn’t far off from a world where citizens can walk into a department and have the near-instantaneous
delivery of digital services.
Agencies realize they need to modernize and invest in their existing programs – even the most successful ones – to provide
this new experience for citizens.
In the new digital world powered by mobility, consumers expect to have information delivered to them in real time. This is
the opportunity for a proactive government, and fulfilling this growing expectation will transform citizen perceptions and
the citizen/government relationship.
	Healthcare
	 Imagine using applications that improve patient health because 	
	 they allow doctors, patients, or researchers to tap into the 		
	 troves of information available on clinical drug trials, patient needs, 	
	 and courses of treatment.
	
	 New technology can improve healthcare and lower rising costs.
	 	 •In the state of Colorado, the Health Department now 	has 	
		 member-focused websites with educational tools 		
		 and self-service capabilities. Colorado HealthOP deployed a 	
		 complete, custom, multi-cloud solution to run their 		
		 organization. They integrated their Customer Relationship 	
		 Management (CRM), call center, public websites, 		
		 and marketing. Their iPad app supports grassroots marketing 	
		 campaigns. Colorado HealthOP surpassed its Fiscal 2015 goal of acquiring 10,000 new members by March 20144
	 	 •In Michigan, the Michigan Health Information Network is improving patient care and reducing costs. Their 		
		 solution manages information on more than 275,0005
providers, tracking connections between doctors, 			
		 hospitals, and healthcare facilities. It also ensures that electronic health information is transmitted securely
	 	 •New York City’s Department of Health and Mental Hygiene, Office of Emergency Preparedness and Response, 		
		 implemented a solution in three months to better manage and award grants to help citywide public health 		
		 preparedness. The solution improves project and fiscal management functions, allows programs to electronically 		
		 submit requests for funding, and generates automated workflows to keep funding requests moving through 		
		 review, approval, and notification processes
	Transportation
	 Citizens expect one thing from their Department of Motor Vehicles (DMV) – long lines. People are accustomed to 		
	 interminable waits when they need to get a new license, plates, or registration. Imagine walking into a DMV and 		
4 https://thismoment-a.akamaihd.net/media/tmupload/c5c399ee4b7893e0/Colorado_HealthOP_-_customer_story_slide_FY15_External_Slide.pdf
5 http://www.salesforce.com/customers/stories/mihin.jsp
5
	 having mobile technology tap into your records and begin the customer service process. Or, knowing how far your 		
	 local bus is from the stop where you’re waiting. Imagine having the option to know and rate the bus drivers. Now, this 	
	 is possible.
	 No lines. No frustrating waits.
	 	 • Public transit riders are benefiting. The New Jersey transit system carries 900,0006
passengers every day on 		
		 NJ TRANSIT buses, trains, light rail, and para-transit. The agency increased handling of customer inquiries by 		
		 500 percent7
in two years without increasing staff and reduced average response time by more than 35 percent8
. 		
		 They also deployed multiple customer service apps including correspondence tracking, service quality, training, 		
		 emergency response, group sales, volunteer management, and civil rights enforcement
	 	 • The City and County of San Francisco Department of Transportation and Muni have established a social media 		
		 engagement hub to revolutionize how more than 800,0009
citizens engage with their government. They 			
		 are identifying what is being said and by whom, measuring sentiment analysis, engaging influencers, and 		
		 responding to service requests on the channels preferred by their citizens
	 	 • The Maryland State Highway Association implemented a new customer care management system that 		
		 reduced development time by as much as 35 percent and reduced enhancement times by as much as 60 		
		percent10
. The State Highway Association planned to roll out two apps per year for three years. Instead, they 		
		 finished seven applications, some with multiple releases, in the first year
	 Finance
	 	 • At the U.S. Securities and Exchange Commission (SEC), regulators are improving services to investors through 		
		 a fraud and incident management solution that has improved the agency’s oversight capabilities. The SEC has 		
		 implemented an incident management call center solution to manage reports of potential fraud, reducing call 		
		 volumes by at least 40 percent and closing cases 75 percent faster. The integrated solution manages reports from 	
		 any device or channel – email, Web-forms, postal mail, fax, or phone
	 	 • The U.S. Agency for International Development (USAID) implemented the USAID Tracker to provide visibility 		
		 into the financial operations supporting the missions it carries out globally to lend economic, development, 		
		 and humanitarian assistance. Its real-time reports and dashboards give executives visibility into USAID activities 		
6 https://www.njtransit.com/pdf/FactsAtaGlance.pdf
7 http://www.salesforce.com/assets/pdf/misc/PublicSector_NJTransit.pdf
8 http://www.salesforce.com/assets/pdf/misc/PublicSector_NJTransit.pdf	
9 SFMTA 2013 Annual Report. http://www.sfmta.com/annualreport
10 http://www.siia.net/saasgov/2009/studies_detail.asp?ID=13
6
		 across the world. The agency can also track funding from various sources, improve collaboration with other 		
		 organizations, help coordinate with other governments, and integrate with custom back-end financial systems
	Federal
	 	 • The U.S. Department of State’s Office of Nonproliferation and Disarmament Fund (NDF) now has a mobile iPad 		
		 app that provides secure mobile access to finance, contract, and project data. It allows users to track, monitor, 		
		 and update progress of weapons disarmament missions from anywhere in the world. The solution has generated 	
		 a 216 percent Return on Investment (RoI), saving taxpayers more than $1.6 million a year
	 	 • The U.S. Centers for Disease Control (CDC) is using Salesforce.com for social media monitoring to track 			
		 potential invites, influencers, and attendees to their monthly Twitter health topic conferences. They also monitor 		
		 the social Web for information on potential emergencies
	 	 • The U.S. Health and Human Services (HHS), Office of the National Coordinator implemented a solution in less 		
		 than 12 weeks to improve healthcare and lower costs by helping more than 100,000 doctors at more than 		
		7011
regional centers to upgrade to Electronic Health Records
	State
	 	 • The Utah Division of Arts and Museums developed a comprehensive grant and portfolio management 		
		 solution that automated processes and centralized data with no costly infrastructure upgrades. The solution 		
		 has saved up to $20,00012
annually by improving invoicing. Real-time reports and dashboards eliminate double 		
		 data entry procedures and give executives visibility into the Division’s program activities
	 	 • The Colorado Department of Human Services experienced increased enrollment rates for food, cash, and 		
		 medical assistance programs, but lacked the ability to capture online enrollment and needed modern 			
		 technology to help respond to demand. The agency created new opportunities for screening, 				
		 application, and client information updates that do not require assistance from a county or state employee. It put		
		 control of public assistance benefits back in the hands of clients, increasing self-sufficiency. A process that 		
		 used to take 45 days can be as short as 30-45 minutes. The Web-based portal results in reduced data entry on 		
		 behalf of the county workers. Citizens can also access and manage their account and benefit information online 		
		 anytime, anywhere
	Local
	 	 • Philadelphia connects with citizens in new ways through its 311 center. This new approach has improved 		
		 customer service by speeding up the time it takes for public servants to respond to requests for assistance and 		
		 general inquiries for city services. All departments, including the police department, are connected to Philly 311. 		
		 With the free Philly 311 mobile app for iPhone and Android, citizens can report traffic light outages, abandoned 		
		 cars, potholes, graffiti, etc. Citizens can attach pictures and geo-tags to their reports. They can also like and follow 		
		 311 issues reported by other citizens
	 • The Chicago Housing Authority has implemented a custom case management system to assist with 			
	 reports, dashboards, and case functionality. Account and contact business objects were configured to track 		
	 housing residents. Custom applications manage referrals, goals, outcomes, and events. The housing authority 		
	 built a resident management to help develop and review goals and set up referrals for residents, maintain 		
	 records on families, and manage case loads
11 http://www.siia.net/saasgov/2009/studies_detail.asp?ID=8	
12 https://thismoment-a.akamaihd.net/media/tmupload/45eb90c093a7d93c/Utah_Division_of_Arts_&_Culture_-_Customer_Story_Slide_FY15_External_Facing.pdf
7
A Clearer Vision through Cloud
No matter what the mission, government will not
succeed if forced to rely on archaic systems. The
cost to maintain these systems devours limited
resources and leaves no money for innovation.
In too many cases, IT systems are outdated and
data is stove-piped. Too often“new”systems are
investments in an outdated approach.
A new approach requires a new vision, with a
connected government leveraging the cloud to
break down barriers and strengthen the bond with
citizens. The vision for the future of the public sector
is to innovate, reenergize activities, and organically
move toward a more effective government.
The new goal must be engaging with people on social and mobile platforms – meeting them where they are.
The new goal must be eliminating silos and making data available to everyone – citizens and other agencies.
The new goal must be a connected government that provides a more effective experience for people who don’t want to
wrestle with government, but instead want it to meet the new expectations of a connected world.
The result: A new citizen/government relationship and a new model for efficiency that, in turn, will encourage continued
innovation.
It all begins with the cloud. The cloud will connect everything. This is the third wave of computing, and the changes
will have a measurable impact. It will unlock data from legacy systems. It will build a bridge between citizens and their
government. It will allow government to push the boundaries and react like a startup: Agile. Responsive. Forward-thinking.
Predictive. It will allow government to boost its relevance and reach.
In Plain Sight: The Future of Government
Agencies need to embrace cloud technologies that meet agreed-upon Federal standards and have a mobile-first approach
to development and design.
8
A holistic, connected plan will allow agencies to measure RoI and customer/end user satisfaction while creating an
experience that citizens use again and again because of modifications to public-facing applications.
With the right partner, government organizations can take advantage of everything the digital world has to offer –
technology to connect people to government in innovative new ways – improving the delivery of services while building a
more intimate connection with citizens.
For 14 years, Salesforce has been a driver for enterprise cloud computing. Salesforce has mapped out the strategy and
guided many government partners through this terrain already. Now, let us guide you.
Go to citizen.agency for more real world case studies of innovation in action: https://www.citizen.agency/
For more information, or to set up workshops, pilots, or demos, call Salesforce: 1-800-NO-SOFTWARE | 1-800-667-6389
Go to citizen.agency for more real world case studies of
innovation in action:
https://www.citizen.agency/
For more information, or to set up workshops, pilots, or demos,
call Salesforce: 1-800-NO-SOFTWARE | 1-800-667-6389

More Related Content

What's hot

e-Government: have we forgotten of the public sector context?
e-Government: have we forgotten of the public sector context?e-Government: have we forgotten of the public sector context?
e-Government: have we forgotten of the public sector context?
Think! The Innovation Knowledge Foundation
 
Ec2009 ch07 e government e-learning e-supply chains collaborative commerce an...
Ec2009 ch07 e government e-learning e-supply chains collaborative commerce an...Ec2009 ch07 e government e-learning e-supply chains collaborative commerce an...
Ec2009 ch07 e government e-learning e-supply chains collaborative commerce an...
Nuth Otanasap
 
4 e-government
4 e-government4 e-government
4 e-government
valency paul
 
Utah Interactive 2014 Report
Utah Interactive 2014 ReportUtah Interactive 2014 Report
Utah Interactive 2014 Report
NIC Inc | EGOV
 
NIC Inc., Tennessee Division, 2015 Annual Report
NIC Inc., Tennessee Division, 2015 Annual ReportNIC Inc., Tennessee Division, 2015 Annual Report
NIC Inc., Tennessee Division, 2015 Annual Report
NIC Inc | EGOV
 
gx-cons-tech-citizen-connect-brochure
gx-cons-tech-citizen-connect-brochuregx-cons-tech-citizen-connect-brochure
gx-cons-tech-citizen-connect-brochure
Subodh M. Bahl
 
Wisconsin Interactive Network 2014 Report
Wisconsin Interactive Network 2014 ReportWisconsin Interactive Network 2014 Report
Wisconsin Interactive Network 2014 Report
NIC Inc | EGOV
 
Government 3.0
Government 3.0Government 3.0
Government 3.0
Yannis Charalabidis
 
(public) Smart Cities How the Internet is Changing the Way Local Governments...
(public) Smart Cities  How the Internet is Changing the Way Local Governments...(public) Smart Cities  How the Internet is Changing the Way Local Governments...
(public) Smart Cities How the Internet is Changing the Way Local Governments...
Sharie Blanton
 
The Future of Human Services, CITSA Conference
The Future of Human Services, CITSA ConferenceThe Future of Human Services, CITSA Conference
The Future of Human Services, CITSA Conference
Fred J. Best, Ph.D., MBA
 
Digital Strategy and Building Government as a Platform
Digital Strategy and Building Government as a PlatformDigital Strategy and Building Government as a Platform
Digital Strategy and Building Government as a Platform
Camden
 
24/7 Government - A Public CIO Special Report
24/7 Government - A Public CIO Special Report24/7 Government - A Public CIO Special Report
24/7 Government - A Public CIO Special Report
Jon Yoffie
 
Electronic Government in the GCC Countries
Electronic Government in the GCC CountriesElectronic Government in the GCC Countries
Electronic Government in the GCC Countries
Arab Federation for Digital Economy
 
Kentucky Interactive 2014 Report
Kentucky Interactive 2014 ReportKentucky Interactive 2014 Report
Kentucky Interactive 2014 Report
NIC Inc | EGOV
 
Moldova e-Governance Journey_2014 Global eGov Forum
Moldova e-Governance Journey_2014 Global eGov ForumMoldova e-Governance Journey_2014 Global eGov Forum
Moldova e-Governance Journey_2014 Global eGov Forum
Cornelia_Amihalachioae
 
ICT for fighting Corruption
ICT for fighting CorruptionICT for fighting Corruption
ICT for fighting Corruption
Deris Stiawan
 
2016 Moldova ICT Summit_ICT driven innovation for PS Modernization
2016 Moldova ICT Summit_ICT driven innovation for PS Modernization2016 Moldova ICT Summit_ICT driven innovation for PS Modernization
2016 Moldova ICT Summit_ICT driven innovation for PS Modernization
Cornelia_Amihalachioae
 
NavigatingNewGovNet_7_16
NavigatingNewGovNet_7_16NavigatingNewGovNet_7_16
NavigatingNewGovNet_7_16
foosaner
 
Technocon 2010
Technocon 2010Technocon 2010
Technocon 2010
Bepublic
 
Wef big databigimpact_briefing_2012
Wef big databigimpact_briefing_2012Wef big databigimpact_briefing_2012
Wef big databigimpact_briefing_2012
Shyam Sarkar
 

What's hot (20)

e-Government: have we forgotten of the public sector context?
e-Government: have we forgotten of the public sector context?e-Government: have we forgotten of the public sector context?
e-Government: have we forgotten of the public sector context?
 
Ec2009 ch07 e government e-learning e-supply chains collaborative commerce an...
Ec2009 ch07 e government e-learning e-supply chains collaborative commerce an...Ec2009 ch07 e government e-learning e-supply chains collaborative commerce an...
Ec2009 ch07 e government e-learning e-supply chains collaborative commerce an...
 
4 e-government
4 e-government4 e-government
4 e-government
 
Utah Interactive 2014 Report
Utah Interactive 2014 ReportUtah Interactive 2014 Report
Utah Interactive 2014 Report
 
NIC Inc., Tennessee Division, 2015 Annual Report
NIC Inc., Tennessee Division, 2015 Annual ReportNIC Inc., Tennessee Division, 2015 Annual Report
NIC Inc., Tennessee Division, 2015 Annual Report
 
gx-cons-tech-citizen-connect-brochure
gx-cons-tech-citizen-connect-brochuregx-cons-tech-citizen-connect-brochure
gx-cons-tech-citizen-connect-brochure
 
Wisconsin Interactive Network 2014 Report
Wisconsin Interactive Network 2014 ReportWisconsin Interactive Network 2014 Report
Wisconsin Interactive Network 2014 Report
 
Government 3.0
Government 3.0Government 3.0
Government 3.0
 
(public) Smart Cities How the Internet is Changing the Way Local Governments...
(public) Smart Cities  How the Internet is Changing the Way Local Governments...(public) Smart Cities  How the Internet is Changing the Way Local Governments...
(public) Smart Cities How the Internet is Changing the Way Local Governments...
 
The Future of Human Services, CITSA Conference
The Future of Human Services, CITSA ConferenceThe Future of Human Services, CITSA Conference
The Future of Human Services, CITSA Conference
 
Digital Strategy and Building Government as a Platform
Digital Strategy and Building Government as a PlatformDigital Strategy and Building Government as a Platform
Digital Strategy and Building Government as a Platform
 
24/7 Government - A Public CIO Special Report
24/7 Government - A Public CIO Special Report24/7 Government - A Public CIO Special Report
24/7 Government - A Public CIO Special Report
 
Electronic Government in the GCC Countries
Electronic Government in the GCC CountriesElectronic Government in the GCC Countries
Electronic Government in the GCC Countries
 
Kentucky Interactive 2014 Report
Kentucky Interactive 2014 ReportKentucky Interactive 2014 Report
Kentucky Interactive 2014 Report
 
Moldova e-Governance Journey_2014 Global eGov Forum
Moldova e-Governance Journey_2014 Global eGov ForumMoldova e-Governance Journey_2014 Global eGov Forum
Moldova e-Governance Journey_2014 Global eGov Forum
 
ICT for fighting Corruption
ICT for fighting CorruptionICT for fighting Corruption
ICT for fighting Corruption
 
2016 Moldova ICT Summit_ICT driven innovation for PS Modernization
2016 Moldova ICT Summit_ICT driven innovation for PS Modernization2016 Moldova ICT Summit_ICT driven innovation for PS Modernization
2016 Moldova ICT Summit_ICT driven innovation for PS Modernization
 
NavigatingNewGovNet_7_16
NavigatingNewGovNet_7_16NavigatingNewGovNet_7_16
NavigatingNewGovNet_7_16
 
Technocon 2010
Technocon 2010Technocon 2010
Technocon 2010
 
Wef big databigimpact_briefing_2012
Wef big databigimpact_briefing_2012Wef big databigimpact_briefing_2012
Wef big databigimpact_briefing_2012
 

Viewers also liked

Connected Reference Architectures: A Recap
Connected Reference Architectures: A RecapConnected Reference Architectures: A Recap
Connected Reference Architectures: A Recap
WSO2
 
Enterprise Architecture platform for connected government Practice & Innovation
Enterprise Architecture platform for connected government Practice & InnovationEnterprise Architecture platform for connected government Practice & Innovation
Enterprise Architecture platform for connected government Practice & Innovation
Software Park Thailand
 
BledCom 2013: Towards a connected government
BledCom 2013: Towards a connected governmentBledCom 2013: Towards a connected government
BledCom 2013: Towards a connected government
Bruno Amaral
 
Connected Government
Connected GovernmentConnected Government
Connected Government
Shane Mitchell
 
Connected Government Reference Architecture
Connected Government Reference ArchitectureConnected Government Reference Architecture
Connected Government Reference Architecture
WSO2
 
ICEGOV2009 - Tutorial 2 - part 2 - Architecting the Connected Government: Pra...
ICEGOV2009 - Tutorial 2 - part 2 - Architecting the Connected Government: Pra...ICEGOV2009 - Tutorial 2 - part 2 - Architecting the Connected Government: Pra...
ICEGOV2009 - Tutorial 2 - part 2 - Architecting the Connected Government: Pra...
ICEGOV
 
Enterprise architecture beyond IT - an Australian view
Enterprise architecture beyond IT - an Australian viewEnterprise architecture beyond IT - an Australian view
Enterprise architecture beyond IT - an Australian view
Tetradian Consulting
 
Software Park Thailand Newsletter (Thai) Vol2/2556
Software Park Thailand Newsletter (Thai) Vol2/2556Software Park Thailand Newsletter (Thai) Vol2/2556
Software Park Thailand Newsletter (Thai) Vol2/2556
Software Park Thailand
 

Viewers also liked (8)

Connected Reference Architectures: A Recap
Connected Reference Architectures: A RecapConnected Reference Architectures: A Recap
Connected Reference Architectures: A Recap
 
Enterprise Architecture platform for connected government Practice & Innovation
Enterprise Architecture platform for connected government Practice & InnovationEnterprise Architecture platform for connected government Practice & Innovation
Enterprise Architecture platform for connected government Practice & Innovation
 
BledCom 2013: Towards a connected government
BledCom 2013: Towards a connected governmentBledCom 2013: Towards a connected government
BledCom 2013: Towards a connected government
 
Connected Government
Connected GovernmentConnected Government
Connected Government
 
Connected Government Reference Architecture
Connected Government Reference ArchitectureConnected Government Reference Architecture
Connected Government Reference Architecture
 
ICEGOV2009 - Tutorial 2 - part 2 - Architecting the Connected Government: Pra...
ICEGOV2009 - Tutorial 2 - part 2 - Architecting the Connected Government: Pra...ICEGOV2009 - Tutorial 2 - part 2 - Architecting the Connected Government: Pra...
ICEGOV2009 - Tutorial 2 - part 2 - Architecting the Connected Government: Pra...
 
Enterprise architecture beyond IT - an Australian view
Enterprise architecture beyond IT - an Australian viewEnterprise architecture beyond IT - an Australian view
Enterprise architecture beyond IT - an Australian view
 
Software Park Thailand Newsletter (Thai) Vol2/2556
Software Park Thailand Newsletter (Thai) Vol2/2556Software Park Thailand Newsletter (Thai) Vol2/2556
Software Park Thailand Newsletter (Thai) Vol2/2556
 

Similar to The Vision & Value of a Connected_Government

Governments and Digitalization of Citizen Services | Digital Transformation
Governments and Digitalization of Citizen Services | Digital TransformationGovernments and Digitalization of Citizen Services | Digital Transformation
Governments and Digitalization of Citizen Services | Digital Transformation
Intense Technologies Limited
 
The Digital Enterprise
The Digital EnterpriseThe Digital Enterprise
The Digital Enterprise
Booz Allen Hamilton
 
connected-cities-datasheet
connected-cities-datasheetconnected-cities-datasheet
connected-cities-datasheet
Alexander Acree
 
MKTGMAL076-Driving-innovation-in-government
MKTGMAL076-Driving-innovation-in-governmentMKTGMAL076-Driving-innovation-in-government
MKTGMAL076-Driving-innovation-in-government
bharatchoragudi
 
E com iii unit-16-8-13
E com iii unit-16-8-13E com iii unit-16-8-13
E com iii unit-16-8-13
naaaaz
 
Using the Cloud to Attract, Engage & Retain Your Customers
Using the Cloud to Attract, Engage & Retain Your CustomersUsing the Cloud to Attract, Engage & Retain Your Customers
Using the Cloud to Attract, Engage & Retain Your Customers
Wainhouse Research
 
Making me.gov happen
Making me.gov happenMaking me.gov happen
Making me.gov happen
TNS
 
Digital Transformation in the Connected Cities Era
Digital Transformation in the Connected Cities EraDigital Transformation in the Connected Cities Era
Digital Transformation in the Connected Cities Era
Karim Rizkallah
 
Digital Governance: Digitisation of Public Sector
Digital Governance: Digitisation of Public SectorDigital Governance: Digitisation of Public Sector
Digital Governance: Digitisation of Public Sector
Shahid Hussain Raja
 
People Centered Internet Briefing Jan 30 2016
People Centered Internet Briefing Jan 30 2016People Centered Internet Briefing Jan 30 2016
People Centered Internet Briefing Jan 30 2016
Institute for Service Organization Excellence www.isoe.com
 
89% of consumers switch to a competitor after a poor CX
89% of consumers switch to a competitor after a poor CX 89% of consumers switch to a competitor after a poor CX
89% of consumers switch to a competitor after a poor CX
Abhishek Sood
 
Jersey city technology_whitepaper - final
Jersey city technology_whitepaper - finalJersey city technology_whitepaper - final
Jersey city technology_whitepaper - final
Candice Osborne
 
Accenture-Technology-Vision-for-Revenue-Agencies-Pov-Web
Accenture-Technology-Vision-for-Revenue-Agencies-Pov-WebAccenture-Technology-Vision-for-Revenue-Agencies-Pov-Web
Accenture-Technology-Vision-for-Revenue-Agencies-Pov-Web
Sudhir Pitlam
 
Fy2011 ocsit annualreport
Fy2011 ocsit annualreportFy2011 ocsit annualreport
Fy2011 ocsit annualreport
GovLoop
 
2516
25162516
Digital by Default 2015
Digital by Default 2015Digital by Default 2015
Digital by Default 2015
Michael MacAuley
 
e-Government in the Philippines: Benchmarking against global best practices (...
e-Government in the Philippines: Benchmarking against global best practices (...e-Government in the Philippines: Benchmarking against global best practices (...
e-Government in the Philippines: Benchmarking against global best practices (...
Coach Edwin Soriano
 
Transforming government through digitization
Transforming government through digitizationTransforming government through digitization
Transforming government through digitization
Col Mukteshwar Prasad
 
Delivering on Digital by Default
Delivering on Digital by DefaultDelivering on Digital by Default
Delivering on Digital by Default
Keith Don
 
White Paper | Connected Government in a Connected World
White Paper | Connected Government in a Connected WorldWhite Paper | Connected Government in a Connected World
White Paper | Connected Government in a Connected World
The Microsoft Openness Network
 

Similar to The Vision & Value of a Connected_Government (20)

Governments and Digitalization of Citizen Services | Digital Transformation
Governments and Digitalization of Citizen Services | Digital TransformationGovernments and Digitalization of Citizen Services | Digital Transformation
Governments and Digitalization of Citizen Services | Digital Transformation
 
The Digital Enterprise
The Digital EnterpriseThe Digital Enterprise
The Digital Enterprise
 
connected-cities-datasheet
connected-cities-datasheetconnected-cities-datasheet
connected-cities-datasheet
 
MKTGMAL076-Driving-innovation-in-government
MKTGMAL076-Driving-innovation-in-governmentMKTGMAL076-Driving-innovation-in-government
MKTGMAL076-Driving-innovation-in-government
 
E com iii unit-16-8-13
E com iii unit-16-8-13E com iii unit-16-8-13
E com iii unit-16-8-13
 
Using the Cloud to Attract, Engage & Retain Your Customers
Using the Cloud to Attract, Engage & Retain Your CustomersUsing the Cloud to Attract, Engage & Retain Your Customers
Using the Cloud to Attract, Engage & Retain Your Customers
 
Making me.gov happen
Making me.gov happenMaking me.gov happen
Making me.gov happen
 
Digital Transformation in the Connected Cities Era
Digital Transformation in the Connected Cities EraDigital Transformation in the Connected Cities Era
Digital Transformation in the Connected Cities Era
 
Digital Governance: Digitisation of Public Sector
Digital Governance: Digitisation of Public SectorDigital Governance: Digitisation of Public Sector
Digital Governance: Digitisation of Public Sector
 
People Centered Internet Briefing Jan 30 2016
People Centered Internet Briefing Jan 30 2016People Centered Internet Briefing Jan 30 2016
People Centered Internet Briefing Jan 30 2016
 
89% of consumers switch to a competitor after a poor CX
89% of consumers switch to a competitor after a poor CX 89% of consumers switch to a competitor after a poor CX
89% of consumers switch to a competitor after a poor CX
 
Jersey city technology_whitepaper - final
Jersey city technology_whitepaper - finalJersey city technology_whitepaper - final
Jersey city technology_whitepaper - final
 
Accenture-Technology-Vision-for-Revenue-Agencies-Pov-Web
Accenture-Technology-Vision-for-Revenue-Agencies-Pov-WebAccenture-Technology-Vision-for-Revenue-Agencies-Pov-Web
Accenture-Technology-Vision-for-Revenue-Agencies-Pov-Web
 
Fy2011 ocsit annualreport
Fy2011 ocsit annualreportFy2011 ocsit annualreport
Fy2011 ocsit annualreport
 
2516
25162516
2516
 
Digital by Default 2015
Digital by Default 2015Digital by Default 2015
Digital by Default 2015
 
e-Government in the Philippines: Benchmarking against global best practices (...
e-Government in the Philippines: Benchmarking against global best practices (...e-Government in the Philippines: Benchmarking against global best practices (...
e-Government in the Philippines: Benchmarking against global best practices (...
 
Transforming government through digitization
Transforming government through digitizationTransforming government through digitization
Transforming government through digitization
 
Delivering on Digital by Default
Delivering on Digital by DefaultDelivering on Digital by Default
Delivering on Digital by Default
 
White Paper | Connected Government in a Connected World
White Paper | Connected Government in a Connected WorldWhite Paper | Connected Government in a Connected World
White Paper | Connected Government in a Connected World
 

Recently uploaded

Lucknow Girls Call Mohanlalganj 08630512678 Girls Call Service
Lucknow Girls Call Mohanlalganj 08630512678  Girls Call ServiceLucknow Girls Call Mohanlalganj 08630512678  Girls Call Service
Lucknow Girls Call Mohanlalganj 08630512678 Girls Call Service
akarshkumar98776
 
2024: The FAR - Federal Acquisition Regulations, Part 48
2024: The FAR - Federal Acquisition Regulations, Part 482024: The FAR - Federal Acquisition Regulations, Part 48
2024: The FAR - Federal Acquisition Regulations, Part 48
JSchaus & Associates
 
Celebrity Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl S...
Celebrity Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl S...Celebrity Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl S...
Celebrity Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl S...
bellared2
 
Lucknow Girls Call Gosainganj 08630512678 Provide Best And Top Girl Service A...
Lucknow Girls Call Gosainganj 08630512678 Provide Best And Top Girl Service A...Lucknow Girls Call Gosainganj 08630512678 Provide Best And Top Girl Service A...
Lucknow Girls Call Gosainganj 08630512678 Provide Best And Top Girl Service A...
bangaloreakshitakaus
 
Connaught Place @Girls @Call WhatsApp Numbers 🫦0000XX0000🫦 List For Friendshi...
Connaught Place @Girls @Call WhatsApp Numbers 🫦0000XX0000🫦 List For Friendshi...Connaught Place @Girls @Call WhatsApp Numbers 🫦0000XX0000🫦 List For Friendshi...
Connaught Place @Girls @Call WhatsApp Numbers 🫦0000XX0000🫦 List For Friendshi...
paridubey2024#G05
 
Day care centers for poor childrens.pptx
Day care centers for poor childrens.pptxDay care centers for poor childrens.pptx
Day care centers for poor childrens.pptx
SERUDS INDIA
 
Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in City
Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in CityGirls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in City
Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in City
AK47 AK47
 
Building Stronger Relationships with BLG Mobile.pptx
Building Stronger Relationships with BLG Mobile.pptxBuilding Stronger Relationships with BLG Mobile.pptx
Building Stronger Relationships with BLG Mobile.pptx
Bloomerang
 
The role of skills and geography in job changes for the green transition- Wes...
The role of skills and geography in job changes for the green transition- Wes...The role of skills and geography in job changes for the green transition- Wes...
The role of skills and geography in job changes for the green transition- Wes...
OECD CFE
 
Canadian Immigration Tracker - Key Slides - May 2024.pdf
Canadian Immigration Tracker - Key Slides - May 2024.pdfCanadian Immigration Tracker - Key Slides - May 2024.pdf
Canadian Immigration Tracker - Key Slides - May 2024.pdf
Andrew Griffith
 
Day care centers for poor children kurnool
Day care centers for poor children kurnoolDay care centers for poor children kurnool
Day care centers for poor children kurnool
SERUDS INDIA
 
Girls Call Kolkata 000XX00000 Provide Best And Top Girl Service And No1 in City
Girls Call Kolkata 000XX00000 Provide Best And Top Girl Service And No1 in CityGirls Call Kolkata 000XX00000 Provide Best And Top Girl Service And No1 in City
Girls Call Kolkata 000XX00000 Provide Best And Top Girl Service And No1 in City
sexytaniya455
 
Rapport 2024 sur la richesse mondiale (UBS)
Rapport 2024 sur la richesse mondiale (UBS)Rapport 2024 sur la richesse mondiale (UBS)
Rapport 2024 sur la richesse mondiale (UBS)
bernarddetre2022
 
Online Girls Call Delhi 9711199171 Provide Best And Top Girl Service And No1 ...
Online Girls Call Delhi 9711199171 Provide Best And Top Girl Service And No1 ...Online Girls Call Delhi 9711199171 Provide Best And Top Girl Service And No1 ...
Online Girls Call Delhi 9711199171 Provide Best And Top Girl Service And No1 ...
AK47
 
Lucknow Girls Call Kesar Bagh 08630512678 Girls Call Service
Lucknow Girls Call Kesar Bagh 08630512678  Girls Call ServiceLucknow Girls Call Kesar Bagh 08630512678  Girls Call Service
Lucknow Girls Call Kesar Bagh 08630512678 Girls Call Service
akarshkumar98776
 
Critical AI Literacy for Higher Ed Stakeholders
Critical AI Literacy for Higher Ed StakeholdersCritical AI Literacy for Higher Ed Stakeholders
Critical AI Literacy for Higher Ed Stakeholders
arlindno
 
New Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in ...
New Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in ...New Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in ...
New Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in ...
AK47 AK47
 
UNEP Report: Navigating New Horizons 2024
UNEP Report: Navigating New Horizons 2024UNEP Report: Navigating New Horizons 2024
UNEP Report: Navigating New Horizons 2024
Energy for One World
 
2024: The FAR - Federal Acquisition Regulations, Part 47
2024: The FAR - Federal Acquisition Regulations, Part 472024: The FAR - Federal Acquisition Regulations, Part 47
2024: The FAR - Federal Acquisition Regulations, Part 47
JSchaus & Associates
 
Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in City
Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in CityGirls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in City
Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in City
merlinered
 

Recently uploaded (20)

Lucknow Girls Call Mohanlalganj 08630512678 Girls Call Service
Lucknow Girls Call Mohanlalganj 08630512678  Girls Call ServiceLucknow Girls Call Mohanlalganj 08630512678  Girls Call Service
Lucknow Girls Call Mohanlalganj 08630512678 Girls Call Service
 
2024: The FAR - Federal Acquisition Regulations, Part 48
2024: The FAR - Federal Acquisition Regulations, Part 482024: The FAR - Federal Acquisition Regulations, Part 48
2024: The FAR - Federal Acquisition Regulations, Part 48
 
Celebrity Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl S...
Celebrity Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl S...Celebrity Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl S...
Celebrity Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl S...
 
Lucknow Girls Call Gosainganj 08630512678 Provide Best And Top Girl Service A...
Lucknow Girls Call Gosainganj 08630512678 Provide Best And Top Girl Service A...Lucknow Girls Call Gosainganj 08630512678 Provide Best And Top Girl Service A...
Lucknow Girls Call Gosainganj 08630512678 Provide Best And Top Girl Service A...
 
Connaught Place @Girls @Call WhatsApp Numbers 🫦0000XX0000🫦 List For Friendshi...
Connaught Place @Girls @Call WhatsApp Numbers 🫦0000XX0000🫦 List For Friendshi...Connaught Place @Girls @Call WhatsApp Numbers 🫦0000XX0000🫦 List For Friendshi...
Connaught Place @Girls @Call WhatsApp Numbers 🫦0000XX0000🫦 List For Friendshi...
 
Day care centers for poor childrens.pptx
Day care centers for poor childrens.pptxDay care centers for poor childrens.pptx
Day care centers for poor childrens.pptx
 
Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in City
Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in CityGirls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in City
Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in City
 
Building Stronger Relationships with BLG Mobile.pptx
Building Stronger Relationships with BLG Mobile.pptxBuilding Stronger Relationships with BLG Mobile.pptx
Building Stronger Relationships with BLG Mobile.pptx
 
The role of skills and geography in job changes for the green transition- Wes...
The role of skills and geography in job changes for the green transition- Wes...The role of skills and geography in job changes for the green transition- Wes...
The role of skills and geography in job changes for the green transition- Wes...
 
Canadian Immigration Tracker - Key Slides - May 2024.pdf
Canadian Immigration Tracker - Key Slides - May 2024.pdfCanadian Immigration Tracker - Key Slides - May 2024.pdf
Canadian Immigration Tracker - Key Slides - May 2024.pdf
 
Day care centers for poor children kurnool
Day care centers for poor children kurnoolDay care centers for poor children kurnool
Day care centers for poor children kurnool
 
Girls Call Kolkata 000XX00000 Provide Best And Top Girl Service And No1 in City
Girls Call Kolkata 000XX00000 Provide Best And Top Girl Service And No1 in CityGirls Call Kolkata 000XX00000 Provide Best And Top Girl Service And No1 in City
Girls Call Kolkata 000XX00000 Provide Best And Top Girl Service And No1 in City
 
Rapport 2024 sur la richesse mondiale (UBS)
Rapport 2024 sur la richesse mondiale (UBS)Rapport 2024 sur la richesse mondiale (UBS)
Rapport 2024 sur la richesse mondiale (UBS)
 
Online Girls Call Delhi 9711199171 Provide Best And Top Girl Service And No1 ...
Online Girls Call Delhi 9711199171 Provide Best And Top Girl Service And No1 ...Online Girls Call Delhi 9711199171 Provide Best And Top Girl Service And No1 ...
Online Girls Call Delhi 9711199171 Provide Best And Top Girl Service And No1 ...
 
Lucknow Girls Call Kesar Bagh 08630512678 Girls Call Service
Lucknow Girls Call Kesar Bagh 08630512678  Girls Call ServiceLucknow Girls Call Kesar Bagh 08630512678  Girls Call Service
Lucknow Girls Call Kesar Bagh 08630512678 Girls Call Service
 
Critical AI Literacy for Higher Ed Stakeholders
Critical AI Literacy for Higher Ed StakeholdersCritical AI Literacy for Higher Ed Stakeholders
Critical AI Literacy for Higher Ed Stakeholders
 
New Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in ...
New Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in ...New Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in ...
New Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in ...
 
UNEP Report: Navigating New Horizons 2024
UNEP Report: Navigating New Horizons 2024UNEP Report: Navigating New Horizons 2024
UNEP Report: Navigating New Horizons 2024
 
2024: The FAR - Federal Acquisition Regulations, Part 47
2024: The FAR - Federal Acquisition Regulations, Part 472024: The FAR - Federal Acquisition Regulations, Part 47
2024: The FAR - Federal Acquisition Regulations, Part 47
 
Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in City
Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in CityGirls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in City
Girls Call Noida 9873940964 Provide Best And Top Girl Service And No1 in City
 

The Vision & Value of a Connected_Government

  • 1. https://www.citizen.agency/ 1-800-NO-SOFTWARE | 1-800-667-6389 The Vision and Value of a Connected Government
  • 2. 2 The Vision and Value of a Connected Government Government is in the midst of a profound transformation, powered by innovative ideas and a commitment to do better. The new model puts citizens first and agencies out in front of needs – anticipating, personalizing, and delivering intelligent services when, where, and to whom they are needed. Government organizations are continuing the tradition of innovation that created the Internet 40 years ago. The transformation in progress today is equally profound. The stakes are high and the needs are urgent. Failures make headlines. Government needs to lead again - working to improve critical services without adding costs - turning to technology innovation to get there. Technology megatrends – mobile, social networks, and cloud computing – are improving service and changing expectations. Driverless cars. Robotics. Wearable technology. The Internet of Things. They are impacting every area of our lives – the new Phillips Sonic Toothbrush will have Wi-Fi, a GPS, and allow a dentist to download data with detailed information about patients’tooth brushing habits. Nest makes a home’s thermostat an Internet-connected device. It’s about connecting people and their devices to services, whether those services are cutting edge or mundane, like dental hygiene. Connecting people and devices in new ways – understanding how they live and what they need – generates data and provides government organizations with the context and intelligence to become a proactive government that reaches out to citizens. Citizens want quick, meaningful interactions with government so they can get the services they need while they’re in line for lunch. They want the mobility they see outside of government from their government. They want convenience. Achieving that vision relies on tying together the power of software, sensors, and applications, so devices have the data and context needed to meet consumers’expectations in dynamic new ways. Cloud computing brings together the myriad of channels customers use – the tie that binds. It is the delivery model that allows access to any application over the Internet. To be truly citizen-centric, services should run on any browser, on any device, at any time, with no downloads.
  • 3. 3 Change in Motion Government is taking steps in this direction, breaking free of the status quo. Dynamic examples illustrate that public sector partners have boldly stepped forward to embrace innovation – leveraging cloud, mobile, social, and big data trends. As a result, they are improving services, connecting with citizens, building trust, and cutting costs. City of Boston Public officials in Boston use the cloud to create jobs, manage property, and help citizens become homeowners. Cloud strategies boost economic development efforts by assisting entrepreneurs. The city replaced antiquated back-end systems so business owners can more quickly and easily work with public servants and connect to data to receive real-time updates on the progress of vital small business loans. A new business hub allows prospective small business owners to understand the regulatory framework, grasp licensing and permitting guidelines, and get assistance instantly. The city’s real estate management division relies on cloud strategies to run its entire real estate portfolio. Property managers use mobile as they conduct property surveys and manage contracts with people who clean up and repair city properties. The city uses it to track the progress of efforts to sell the real estate holdings it wants to sell. Software supports education courses for prospective homeowners, counseling classes for those facing foreclosure, and home repair programs that require the city to track budgets and communicate with contractors. Read More: http://www.salesforce.com/customers/stories/city-of-boston.jsp General Services Administration The General Services Administration (GSA) is streamlining application development. GSA moved core functions to the cloud and began using Salesforce Platform to address business challenges and automate important functions. GSA has built more than 100 applications in the cloud, taking more than 200 application servers offline. These changes have made the GSA mobile and lean, in addition to cutting costs. GSA staff members can manage complex projects through their tablets or smartphones. Employees can order parts, complete contracts, and do other tasks seamlessly in the cloud. In the aftermath of super storm Sandy, GSA supported Federal agencies by ensuring they had access to agency data in the cloud. Federal employees stay in touch using Salesforce Chatter, which GSA extended to 17,000 government employees so they can collaborate. Read More: http://www.salesforce.com/customers/stories/gsa.jsp
  • 4. 4 Citizens First The focus is on the future and in the future, government organization will know what citizens want – even before they ask. Perhaps before they even know what they want. It’s about pushing relevant information that adds value. Government has the ability carry out this mission because it holds the critical asset needed to connect the dots – data. That means government isn’t far off from a world where citizens can walk into a department and have the near-instantaneous delivery of digital services. Agencies realize they need to modernize and invest in their existing programs – even the most successful ones – to provide this new experience for citizens. In the new digital world powered by mobility, consumers expect to have information delivered to them in real time. This is the opportunity for a proactive government, and fulfilling this growing expectation will transform citizen perceptions and the citizen/government relationship. Healthcare Imagine using applications that improve patient health because they allow doctors, patients, or researchers to tap into the troves of information available on clinical drug trials, patient needs, and courses of treatment. New technology can improve healthcare and lower rising costs. •In the state of Colorado, the Health Department now has member-focused websites with educational tools and self-service capabilities. Colorado HealthOP deployed a complete, custom, multi-cloud solution to run their organization. They integrated their Customer Relationship Management (CRM), call center, public websites, and marketing. Their iPad app supports grassroots marketing campaigns. Colorado HealthOP surpassed its Fiscal 2015 goal of acquiring 10,000 new members by March 20144 •In Michigan, the Michigan Health Information Network is improving patient care and reducing costs. Their solution manages information on more than 275,0005 providers, tracking connections between doctors, hospitals, and healthcare facilities. It also ensures that electronic health information is transmitted securely •New York City’s Department of Health and Mental Hygiene, Office of Emergency Preparedness and Response, implemented a solution in three months to better manage and award grants to help citywide public health preparedness. The solution improves project and fiscal management functions, allows programs to electronically submit requests for funding, and generates automated workflows to keep funding requests moving through review, approval, and notification processes Transportation Citizens expect one thing from their Department of Motor Vehicles (DMV) – long lines. People are accustomed to interminable waits when they need to get a new license, plates, or registration. Imagine walking into a DMV and 4 https://thismoment-a.akamaihd.net/media/tmupload/c5c399ee4b7893e0/Colorado_HealthOP_-_customer_story_slide_FY15_External_Slide.pdf 5 http://www.salesforce.com/customers/stories/mihin.jsp
  • 5. 5 having mobile technology tap into your records and begin the customer service process. Or, knowing how far your local bus is from the stop where you’re waiting. Imagine having the option to know and rate the bus drivers. Now, this is possible. No lines. No frustrating waits. • Public transit riders are benefiting. The New Jersey transit system carries 900,0006 passengers every day on NJ TRANSIT buses, trains, light rail, and para-transit. The agency increased handling of customer inquiries by 500 percent7 in two years without increasing staff and reduced average response time by more than 35 percent8 . They also deployed multiple customer service apps including correspondence tracking, service quality, training, emergency response, group sales, volunteer management, and civil rights enforcement • The City and County of San Francisco Department of Transportation and Muni have established a social media engagement hub to revolutionize how more than 800,0009 citizens engage with their government. They are identifying what is being said and by whom, measuring sentiment analysis, engaging influencers, and responding to service requests on the channels preferred by their citizens • The Maryland State Highway Association implemented a new customer care management system that reduced development time by as much as 35 percent and reduced enhancement times by as much as 60 percent10 . The State Highway Association planned to roll out two apps per year for three years. Instead, they finished seven applications, some with multiple releases, in the first year Finance • At the U.S. Securities and Exchange Commission (SEC), regulators are improving services to investors through a fraud and incident management solution that has improved the agency’s oversight capabilities. The SEC has implemented an incident management call center solution to manage reports of potential fraud, reducing call volumes by at least 40 percent and closing cases 75 percent faster. The integrated solution manages reports from any device or channel – email, Web-forms, postal mail, fax, or phone • The U.S. Agency for International Development (USAID) implemented the USAID Tracker to provide visibility into the financial operations supporting the missions it carries out globally to lend economic, development, and humanitarian assistance. Its real-time reports and dashboards give executives visibility into USAID activities 6 https://www.njtransit.com/pdf/FactsAtaGlance.pdf 7 http://www.salesforce.com/assets/pdf/misc/PublicSector_NJTransit.pdf 8 http://www.salesforce.com/assets/pdf/misc/PublicSector_NJTransit.pdf 9 SFMTA 2013 Annual Report. http://www.sfmta.com/annualreport 10 http://www.siia.net/saasgov/2009/studies_detail.asp?ID=13
  • 6. 6 across the world. The agency can also track funding from various sources, improve collaboration with other organizations, help coordinate with other governments, and integrate with custom back-end financial systems Federal • The U.S. Department of State’s Office of Nonproliferation and Disarmament Fund (NDF) now has a mobile iPad app that provides secure mobile access to finance, contract, and project data. It allows users to track, monitor, and update progress of weapons disarmament missions from anywhere in the world. The solution has generated a 216 percent Return on Investment (RoI), saving taxpayers more than $1.6 million a year • The U.S. Centers for Disease Control (CDC) is using Salesforce.com for social media monitoring to track potential invites, influencers, and attendees to their monthly Twitter health topic conferences. They also monitor the social Web for information on potential emergencies • The U.S. Health and Human Services (HHS), Office of the National Coordinator implemented a solution in less than 12 weeks to improve healthcare and lower costs by helping more than 100,000 doctors at more than 7011 regional centers to upgrade to Electronic Health Records State • The Utah Division of Arts and Museums developed a comprehensive grant and portfolio management solution that automated processes and centralized data with no costly infrastructure upgrades. The solution has saved up to $20,00012 annually by improving invoicing. Real-time reports and dashboards eliminate double data entry procedures and give executives visibility into the Division’s program activities • The Colorado Department of Human Services experienced increased enrollment rates for food, cash, and medical assistance programs, but lacked the ability to capture online enrollment and needed modern technology to help respond to demand. The agency created new opportunities for screening, application, and client information updates that do not require assistance from a county or state employee. It put control of public assistance benefits back in the hands of clients, increasing self-sufficiency. A process that used to take 45 days can be as short as 30-45 minutes. The Web-based portal results in reduced data entry on behalf of the county workers. Citizens can also access and manage their account and benefit information online anytime, anywhere Local • Philadelphia connects with citizens in new ways through its 311 center. This new approach has improved customer service by speeding up the time it takes for public servants to respond to requests for assistance and general inquiries for city services. All departments, including the police department, are connected to Philly 311. With the free Philly 311 mobile app for iPhone and Android, citizens can report traffic light outages, abandoned cars, potholes, graffiti, etc. Citizens can attach pictures and geo-tags to their reports. They can also like and follow 311 issues reported by other citizens • The Chicago Housing Authority has implemented a custom case management system to assist with reports, dashboards, and case functionality. Account and contact business objects were configured to track housing residents. Custom applications manage referrals, goals, outcomes, and events. The housing authority built a resident management to help develop and review goals and set up referrals for residents, maintain records on families, and manage case loads 11 http://www.siia.net/saasgov/2009/studies_detail.asp?ID=8 12 https://thismoment-a.akamaihd.net/media/tmupload/45eb90c093a7d93c/Utah_Division_of_Arts_&_Culture_-_Customer_Story_Slide_FY15_External_Facing.pdf
  • 7. 7 A Clearer Vision through Cloud No matter what the mission, government will not succeed if forced to rely on archaic systems. The cost to maintain these systems devours limited resources and leaves no money for innovation. In too many cases, IT systems are outdated and data is stove-piped. Too often“new”systems are investments in an outdated approach. A new approach requires a new vision, with a connected government leveraging the cloud to break down barriers and strengthen the bond with citizens. The vision for the future of the public sector is to innovate, reenergize activities, and organically move toward a more effective government. The new goal must be engaging with people on social and mobile platforms – meeting them where they are. The new goal must be eliminating silos and making data available to everyone – citizens and other agencies. The new goal must be a connected government that provides a more effective experience for people who don’t want to wrestle with government, but instead want it to meet the new expectations of a connected world. The result: A new citizen/government relationship and a new model for efficiency that, in turn, will encourage continued innovation. It all begins with the cloud. The cloud will connect everything. This is the third wave of computing, and the changes will have a measurable impact. It will unlock data from legacy systems. It will build a bridge between citizens and their government. It will allow government to push the boundaries and react like a startup: Agile. Responsive. Forward-thinking. Predictive. It will allow government to boost its relevance and reach. In Plain Sight: The Future of Government Agencies need to embrace cloud technologies that meet agreed-upon Federal standards and have a mobile-first approach to development and design.
  • 8. 8 A holistic, connected plan will allow agencies to measure RoI and customer/end user satisfaction while creating an experience that citizens use again and again because of modifications to public-facing applications. With the right partner, government organizations can take advantage of everything the digital world has to offer – technology to connect people to government in innovative new ways – improving the delivery of services while building a more intimate connection with citizens. For 14 years, Salesforce has been a driver for enterprise cloud computing. Salesforce has mapped out the strategy and guided many government partners through this terrain already. Now, let us guide you. Go to citizen.agency for more real world case studies of innovation in action: https://www.citizen.agency/ For more information, or to set up workshops, pilots, or demos, call Salesforce: 1-800-NO-SOFTWARE | 1-800-667-6389 Go to citizen.agency for more real world case studies of innovation in action: https://www.citizen.agency/ For more information, or to set up workshops, pilots, or demos, call Salesforce: 1-800-NO-SOFTWARE | 1-800-667-6389