utah dgs 2016 presentation - human centered design thinking - kumar rachuri

© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Digital Transformation– Human Centered Design Thinking Kumar Rachuri | Director-Public Sector Solutions

@krachuri

@AdobeGov


People’s interaction with their government today…

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© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 4

1. “85% of business processes start with a form.” -Gartner


…and the world is changing St. Peter’s Square


What is the focus today?

Government CIOs Focus Areas:

•  Transforming the IT model from being delivery focused to business aligned and engagement focused

•  Increasing the pace at which innovation is rolled out •  Driving new business opportunities that deliver service efficiencies while

reducing operating expenses

http://www.cioinsight.com/it-management/expert-voices/what-do-cios-want/

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ART + SCIENCE


What Makes a Great Experience?


MULTI DEVICE

MULTI CHANNEL


Expectations

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PERSONALIZED RELEVANT REAL-TIME


Leveraging Private Sector Know-How for Government Digital Services

Digital Marketing = Digital Service

Focus on the constituent journey not just one experience


Modern Mobile Government Forms

Move Beyond the PDF Make things mobile friendly Easily move from Forms to Apps


Application modernization priorities for today’s budget realities

Business units and CIOs agree on the mandatory requirements:

1.  Keeping legacy business applications running as reliably as practicable

2.  Making applications changes required for statutory and regulatory compliance

3.  Improving efficiency and reducing cost

4.  Enhancing system and data security

Application replacement is a multi-million dollar and multi-year effort with significant risk

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What can be done at low cost and with significant impact THIS YEAR?


Enable citizens to serve themselves

Preserve the legacy business application and layer on a new citizen self-service portal

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User Interface

Application

Database Integration

Business

Rules

Document

Management

Citi

zen

Port

al

The Citizen Self-Service Portal is

designed so citizens can serve

themselves


Affordable application modernization with IMPACT

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The opportunity lies in implementing citizen self-service

!  It reduces citizen interaction costs and pays for itself

!  It improves citizen service and delivers IMPACT

!  Implementation and schedule risk are relatively low

Plus, a new security layer can be added to sensitive data


Customer communications: understanding per-interaction costs

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$0.00

$2.00

$4.00

$6.00

$8.00

$10.00

$12.00

$14.00

Online Mail

Call center In-person

Customer Service Costs By Communication Channel

Online

Mail

Call center

In-person

10¢

$7.00

$1.20

$14.00

Kate Leggett. "Trends 2015: The Future of Customer Service." Forrester, 2015.


Facts and research on customer expectations

72% of customers prefer self-service to resolve their support issues over picking up the phone or sending an email

A self-service interaction costs 10 cents or less to a company

41% of consumers expect an email response from customer support within 6 hours

30% of consumers, tweet a customer service question; expect a response within 30 minutes

Is this a challenge or an opportunity? 18


Government use cases

!  Warrants : Criminal or Civil {Simple workflow} !  HR: onboarding and off-boarding/retirement, Travel & Expense reimbursement !  Procurement: Automated workflow management, Approvals / Rejections !  Orders: Restraining, Child Support etc. !  Licenses: Marriage, Death Certificates, Mortgage or construction liens !  eNotices & Hardcopy Notices – Correspondence Management !  Analytics – meaningful insights into your data !  Security – Not just data at rest but in transit as well

Completeness of vision of an end to end solution for your agency’s Digital Transformation


Fueling Your Success with DIGITAL SERVICES

ONBOARDING

ADVISE GUIDE

KICKSTART

PROVIDE IMMEDIATE BUSINESS VALUE

ENABLEMENT

READY TRAIN

EMPOWER

DESIGN THE WORKFORCE OF THE

FUTURE

EXPERT SERVICES

ENVISION ARCHITECT

DEPLOY

CREATE IMMERSIVE EXPERIENCES THAT DELIVER RESULTS

INNOVATION

IMAGINE INVENT INSPIRE

ACHIEVE THE ART OF THE POSSIBLE

ADOPTION

EVANGELIZE SUPPORT SUSTAIN

DRIVE LIFETIME

VALUE


What do you need to be successful ?

Adding a Citizen Portal to an existing business application requires three things:

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Software suite that supports rapid implementation, world-

class citizen user experiences and integrated tools to support

citizen interaction

Citizen facing web infrastructure Implementation services to build

the portal and integrate it with the business application

© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. © 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

SOLU

TIO

NS

CO

RE

SER

VIC

ES

PLA

TFO

RM


Adobe Marketing Cloud Solutions

Data & Content

Activation People Assets Mobile

Analytics Audience Manager

Campaign Experience Manager

Media Optimizer

Primetime Social Target

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Places


ADOBE GOVERNMENT

CLOUD SOLUTIONS

OPEN EASY SECURE CLOUD


What do the analysts say…

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Hows your Customer Experience?


COOL Government Can Be This

utah dgs 2016 presentation - human centered design thinking - kumar rachuri

Government & Nonprofit