Webcast: Piloting the Cloud: Social Web and the Public Sector
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Presentation from the RightNow Technologies Webcast - Piloting the Cloud: Social Web and the Public Sector
![Nitin BadjatiaCustomer Experience StrategistSocial Center of Excellence,RightNow Technologies ,[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Webcast: Piloting the Cloud: Social Web and the Public Sector
- 1. Piloting the Cloud: Social Web and the Public Sector February 25, 2010
- 3. Nitin holds a Master of Public and International Affairs from the University of PittsburghEmail: nitin.badjatia@rightnow.com Twitter: @nitinbadjatia
- 4. Outline OMB Mandate Defining Cloud Computing RightNow Social Experience Defining the Social Web Introducing RightNow Cloud Monitor Introducing RightNow Communities What does this mean for your agency? Piloting the social web Where 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 communications Collaboration Citizen and other stakeholder engagement FY2010 Federal Budget Analytical Perspectives Cross Cutting Programs http://www.whitehouse.gov/omb/budget/fy2010/assets/crosscutting.pdf
- 11. Independent location resource pooling
- 12. Rapid elasticity
- 15. RightNow CXThe Customer Experience Suite
- 17. Defining the social web
- 18. What exactly is the social web? http://www.wordle.net
- 20. Connecting web pages together
- 22. One way, broadcast interaction
- 24. Connecting people together http://www.flickr.com/photos/erica_marshall/2885783824/
- 26. Two way, collaborative interaction
- 27. Getting Started with Social Build a branded community Listen and respond RIGHTNOW COMMUNITY
- 28. The public social web and Cloud Monitor
- 29. Listen and respond RightNow 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 important Information is being shared publicly Questions are being asked publicly Answers are being offered publicly
- 31. Listen and respond Reach out and connect Resolve issues quickly Fuel word of mouth
- 32. RightNow Cloud Monitor SmartSense Scheduled search Agent desktop Incident creation Language filters Twitter . YouTube . RSS . RightNow Community
- 33. Cloud monitor enables… Unified agency interaction with citizens Incident creation on unified platform Interaction across multiple platforms: Twitter YouTube RSS feeds RightNow Communities
- 35. Connect and Engage RIGHTNOW COMMUNITY RightNow Community lets you host the conversation, helping you increase constituent engagement through meaningful connection and collaboration.
- 36. RightNow Support Community Forums Answers Resources
- 37. RightNow Innovation Community Requests Ideas Concepts
- 38. RightNow Social Experience Designer Granular Permissions Configurable Applications Unmatched Flexibility
- 39. What does this mean for your agency? Points of impact
- 40. Points of impact Cloud Monitor - Engage with citizens on their social web platform of choice - Follow trends in program related conversation on the social web RightNow Social - Enable communities of interest foryour program - Enable transparency when interacting with citizens Listen and respond Connect and engage RIGHTNOW COMMUNITY
- 41. RightNow CXThe Customer Experience Suite
- 42. Piloting the social web How 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 capabilities Scalability 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.
- 46. Pay only for the services used, no unused license overhead
- 48. Where to begin
- 49. Where to begin “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.” FY2010 Federal Budget Analytical Perspectives Cross Cutting Programs http://www.whitehouse.gov/omb/budget/fy2010/assets/crosscutting.pdf
- 51. Enable innovation communities within program or cross-agency
Editor's Notes
- RightNow CX is built from the ground up with the customer at the center of the experienceRightNow CX is a multi-channel customer experience solutionRightNow CX includes RightNow’s innovative self-learning knowledge foundation which infuses every customer interaction with relevant and consistent knowledge to provide the basis for a positive customer experience
- Most cloud technologies were built from the ground up to be highly scalable, both from the software perspective and the hardware perspective. For end users, this high level of scalability means that rapid expansion of technology requirements doesn’t require the engagement of inhouse IT operations. Scalability is effectively outsourced.
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