The document discusses the integration of cloud computing and social web initiatives within public sector agencies, focusing on the benefits of using cloud-based technologies like RightNow's solutions. It emphasizes the need for pilot projects to enhance communications and collaboration, allowing agencies to engage with citizens more effectively. Key advantages include cost reduction, rapid deployment, and increased flexibility, enabling agencies to direct resources towards achieving their primary missions.

1. Piloting the Cloud: Social Web and the Public SectorFebruary 25, 2010

2. Nitin BadjatiaCustomer Experience StrategistSocial Center of Excellence,RightNow TechnologiesNitin is primarily focused on advising RightNow customers on how to adopt emerging technologies to their operational environment. Prior to RightNow, Nitin was an institutional banker at Mellon and Bank of America, and held strategy consulting positions at Oracle, Siebel Systems, and Knova Software.

3. Nitin holds a Master of Public and International Affairs from the University of PittsburghEmail: nitin.badjatia@rightnow.comTwitter: @nitinbadjatia

4. OutlineOMB MandateDefining Cloud ComputingRightNow Social ExperienceDefining the Social WebIntroducing RightNow Cloud MonitorIntroducing RightNow CommunitiesWhat does this mean for your agency?Piloting the social webWhere to begin

5. OMB Mandate

6. “Pilot projects will be implemented to offer an opportunity to utilize more fully and broadly departmental and agency architectures to identify enterprise-wide common services and solutions with a new emphasis on cloud computing.”http://www.flickr.com/photos/mhaithaca/103153597/

7. Administration Priorities for Infrastructure Modernization and Cloud Computing Pilots supporting the implementation of a cloud-computing environment include:End-user communicationsCollaboration Citizen and other stakeholder engagementFY2010 Federal BudgetAnalytical PerspectivesCross Cutting Programshttp://www.whitehouse.gov/omb/budget/fy2010/assets/crosscutting.pdf

8. Defining cloud computing

9. Five characteristicsOn demand service

10. Ubiquitous network access

11. Independent location resource pooling

12. Rapid elasticity

13. Measured serviceCloud Computing = SaaS

14. RightNow Social Experience

15. RightNow CXThe Customer Experience Suite

16. The citizen experience

17. Defining the social web

18. What exactly is the social web?http://www.wordle.net

19. Web 1.0http://www.flickr.com/photos/transkamp/54371294/

20. Connecting web pages together

21. Innovation: Search

22. One way, broadcast interaction

23. Web 2.0http://www.flickr.com/photos/bendodson/3394810309/

24. Connecting people togetherhttp://www.flickr.com/photos/erica_marshall/2885783824/

25. Innovation: Social interaction

26. Two way, collaborative interaction

27. Getting Started with SocialBuild a branded communityListen and respondRIGHTNOW COMMUNITY

28. The public social web and Cloud Monitor

29. Listen and respondRightNow Cloud Monitor connects you with citizens on the social cloud, so you are never left out of a critical conversation.

30. Citizens are talking… As public information exchanges become more and more prevalent, staying on top of trends is importantInformation is being shared publiclyQuestions are being asked publiclyAnswers are being offered publicly

31. Listen and respondReach out and connectResolve issues quicklyFuel word of mouth

32. RightNow Cloud MonitorSmartSenseScheduled searchAgent desktopIncident creationLanguage filtersTwitter . YouTube . RSS . RightNow Community

33. Cloud monitor enables… Unified agency interaction with citizensIncident creation on unified platformInteraction across multiple platforms:TwitterYouTubeRSS feedsRightNow Communities

34. RightNow Communities

35. Connect and EngageRIGHTNOW COMMUNITYRightNow Community lets you host the conversation, helping you increase constituent engagement through meaningful connection and collaboration.

36. RightNow Support CommunityForumsAnswersResources

37. RightNow Innovation CommunityRequestsIdeasConcepts

38. RightNow Social Experience DesignerGranularPermissionsConfigurableApplicationsUnmatchedFlexibility

39. What does this mean for your agency?Points of impact

40. Points of impactCloud Monitor- Engage with citizens on their social web platform of choice- Follow trends in program related conversation on the social webRightNow Social- Enable communities of interest foryour program- Enable transparency when interacting with citizensListen and respondConnect and engageRIGHTNOW COMMUNITY

41. RightNow CXThe Customer Experience Suite

42. Piloting the social webHow can your program benefit from piloting a social web initiative on the cloud?

43. Rapid provisioning and deployment Since core technology is already in place, you can focus more on rapid adoption by end users and citizens, and less on the technology enablers.

44. Scalable, on demand capabilitiesScalability means flexibility. As usage changes, a SaaS environment can adapt. The cost incurred is for the amount of service used; no sunk costs for unused hardware or software.

45. Reduced cost, faster resultsSaaS based cloud environments greatly reduce costs due to: Multi-tenant infrastructure cost sharing

46. Pay only for the services used, no unused license overhead