alabama dgs 15 presentation - hot trends and cool devices shilo thomas

Copyright 2015, Oracle and/or its affiliates. All rights reserved. |

Leverage Digital Citizen Engagement to close the gap between government and citizens interactions

Shilo Thomas Digital Engagement Specialist Oracle Public Sector North America

June 9th, 2015

Copyright 2015 Oracle and/or its affiliates. All rights reserved. | 3

Why Are We Here Today? The growth of social media, mobile, analytics and cloud computing has become a watershed moment for government organizations as it has ushered us in the age of the empowered constituent.

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Copyright 2015 Oracle and/or its affiliates. All rights reserved. |

Delivering Service to Citizens is Changing

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1980s 1990s 2000s 2010s

Empowered Employees

Digital is Humanized

Knowledge Everywhere

Internet of Things

Mobile as Primary Channel

Cross-Channel Service

WHATS NEXT

whats

CHANGED 4


Social Media Has Changed the Way We Communicate

Million users access social networking sites from any device at least once per month

74% of adults use social networking sites 160

Social networking users are creating, curating and sharing photos, videos and other information

Social Network users have closer ties and influence over their virtual community

6 Oracle Confidential

56%


Mobile Has Taken Over

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Internet of Things (IoT) is poised for significant growth

Harnessing the value of fast data

End-to-end security

Integration with IT systems and applications

Data management and analysis

Rapid change


Connecting Intelligent Devices to Smart Data Centers


Empowered Constituents

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Always Connected, Always Sharing, Always Aware

COMMUNICATION HAS CHANGED

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Digital Citizen Engagement: A digital citizen refers to a person utilizing/using information technology (IT) in order to engage in society, politics, and government participation Wikipedia


Online transactions Customer Service Social Networks


We Need to Adapt to the Needs of Each Generation



The World of Digital Business According to Gartner

Digital business is specifically focused on the peer exchange and communication between business, people and physical things as equal entities.

To be a digital business, an organization must be digitalizing its physical assets, as well as virtual assets (such as data and business processes).

A digital business must include the connection or integration with assets (business, people and things) beyond IT and beyond the control of any one company.

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SOURCE: GARTNER (JANUARY 2015)

Digital business is the creation of new business designs by blurring the physical and digital worlds. What makes digital business

different from e-business is the presence and integration of things, connected and intelligent, with people and business.


Cloud is the Delivery Platform for Digital & Modern Business

13

$52 billion

$133 billion

2013

2020

SaaS Market

(Source: The Public Cloud Market Is Now In Hypergrowth, Forrester Research, 2014)


Digital Citizen Engagement Platform Logical Architecture

Policy Management

Procurement Financial

Management

Enterprise Resource Planning

Enterprise Performance Management

Human Capital

Management

Operational Systems

Web Mobile Social In Person Contact Center Transactions Self Service Outbound/Direct

Platform & Security Mgt.

Governance

Risk

Identity Mgt.

Business Insight

Analytics

Real-Time

Recommendation

Reporting

BIG Data

Unified Citizen Profile &

Segmentation

Social Mgmt. Site Management Content Mgmt. Commerce

Administration Agency Mgmt. Mobile Mgmt.

Business Process Management / Integration (SOA, APIs, etc.)

Customer Interaction/ Channels

Customer Orchestration

Business / ERP Systems

Public Cloud Private Cloud

Managed Services Traditional IT

Infrastructure / Service Delivery

Email Mgmt.



Next Generation Digital Experience Accelerate the next wave of revenue growth, service experience and business efficiency

Deliver Exceptional Experience

Consistent Omni-Channel

Tailored and targeted

Anywhere, Any Device

Optimize Performance

Map channels to citizens

Sentiment & personas

Audience & target citizens

Extend Reach

Orchestrate across channels

Personalized Interaction

Activate Paid, Owned, Earned

Unify Data

Pull all citizen data

1st, 2nd, 3rd party data

Build profile



MY ACCOUNT

LOG IN

SELF-SERVICE

USER ID

PASSWORD

LOG IN

XXXX.XXXX

**************

MICROSITES

REGISTER

EMAIL CAMPAIGNS

MOBILE SOCIAL NETWORKS

Its Now About Digital Presence Convergence of Digital Channels

INTERNET OF EVERYTHING


Inform and respond to emergency situations

EMERGENCY RESPONSE

Improve service and lower costs

SERVICE DELIVERY

Increase revenue through tourism / economic development

REVENUE GENERATION

Detect trends through social media activities

CONSTITUENT SENTIMENT

Increase transparency to constituents

KNOWLEDGE SHARING

Enhance intelligence & policing platforms

JUSTICE & PUBLIC SAFETY

Increase participation through education programs

HEALTH & HUMAN SERVICES

Connect with customers to share relevant information

TRANSPORTATION

Detect suspicious activities

THREAT IDENTIFICATION

+ +

+ +

+ +

= Engaged, Informed, Educated constituents interacting with a Modern government


Digital Opportunities for Government


Success = Deep Citizen Engagement

Digitally enable all channels

Use content to create interaction and

dialogue

Create customer experiences that

enhance human touch

Turn big data into actionable customer

insights

AGE OF THE CUSTOMER


Recognize each citizen, and treat them consistently wherever they go

Deliver a cohesive experience across all channels

Web Mobile Social In Person Contact Center Transactions Self Service Out-Bound/Direct


Thank you!

Shilo Thomas

Email: [email protected]

Twitter: @shilothomas


alabama dgs 15 presentation - hot trends and cool devices shilo thomas

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