Bright Ideas for Government – Tap into How Federal, State and Local

Agencies are Increasing Business Efficiency with Microsoft XRM

Welcome to our webcast today

Bright Ideas for GovernmentInnovative Solutions that help make Government more Responsive

Carmel HinkleFederal Civilian Solution SpecialistMicrosoft Dynamics – U.S. Public Sector

September 9th, 2010

Agenda

• Discuss business trends and key themes in government and forward

looking guidance on how government is tackling those changes.

• Provide insights into how government agencies are meeting the needs of

compliance reporting and regulations.

• Share information and access to open source government solutions and

guidance on how to make the most of end of year spending.

• Q&A

Chris Zinner

Director, CRM for Federal Civilian Agencies

Chris is an executive in Accenture’s Health & Public Service Management Consulting Practice and is responsible

for leading Accenture’s CRM efforts within U.S. Federal Civilian Agencies

Chris has 16 years experience working with both private and public sector organizations, where he has been

focused on assisting organizations with initiatives aimed at driving customer satisfaction & loyalty through the

delivery of customer-centric, insight driven, multi-channel customer experiences.

Chris has developed thought leadership in the areas of Customer Strategy , Customer Experience Design, Voice

of the Customer Analytics, and in the emerging area of Social CRM – applying social media to the way

organizations market, sell, and serve their customers.

Chris has worked with government clients in the US Intelligence Community, US. Army, and the Postal Industry.

Commercial industries in which Chris has worked includes Financial Services, Communications, Electronics &

High Tech, and Health Services.

Chris graduated with a B.S. in Business Administration from University of Dayton. Prior to Accenture, Chris

worked at NCR Corporation and served on active duty as an officer in the US Army. After his time on active duty,

Chris continued to serve in the Reserves and completed a tour of duty in Iraq in 2004.

Chris is based in Washington D.C. and can be reached at christopher.s.zinner@accenture.com

Copyright © 2010 Accenture All Rights Reserved.

Context:Dramatic Change in Federal IT

Coordinated Federal IT Budget Request:

While in previous years IT budget requests have been coordinated through the OMB, this is the first year that the overall IT budget request has been coordinated through an appointed federal CIO with

responsibility for developing and executing an accompanying federal enterprise IT strategy

The Federal CIO and CTO are driving unprecedented transformation in Federal IT and the new strategies and their resulting platforms delivered over the last couple of years have started to have a real impact.

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“My Administration is committed to creating an unprecedented level of openness in Government. We will work together to ensure the public trust and establish a system of transparency, public participation, and collaboration. Openness will strengthen our democracy and promote efficiency and effectiveness in Government.

- PRESIDENT OBAMA, 01/21/09

Key Themes

Accenture has identified six key themes underpinning this transformation...

4. Centralize and standardize

5. Improve efficiency and reduce waste

6. Strengthen security and privacy

1. Deliver more accessible services

2. Connect with

citizens

3. Increase

transparency

Maximizing the strategic value of IT

Improve the performance of Federal IT

Enable an open, transparent and participatory government

Leveraging Federal IT to create Public Sector Value

The transformation in Federal IT will better enable federal government to create Public Sector Value

Theme Critical value levers

Deliver more accessible services

• Reduce the number, frequency and cost of citizen interactions • Increase the flexibility of services

Connect with citizens• Enable citizens to contribute ideas, opinions and information• Motivate, educate and empower citizens

Increase transparency • Provide citizens with accurate, comprehensive and meaningful information• Provide citizens with channels through which they can leverage open government data

Centralize and standardize

• Enable collaboration across silos• Improve the quality and efficiency by developing common IT, data and process standards

Improve efficiency and reduce waste

• Strengthen performance management• Improve governance, procurement and project management capabilities

Strengthen security and privacy

• Collect and proactively share standardized security information • Develop a strategic awareness of risk-based enterprise

Val

ue

crea

tors

Enab

lers

Accenture’s Public Sector Value (PSV) Model

The Accenture Public Sector Value Model (PSV) enables governments at all levels to assess how effectively their resources generate meaningful value for the average citizen. The model considers not just outcomes but also cost-effectiveness—the two major dimensions of value.

Outcomes

Cost Effectiveness

Higher-performing public services

Lower-performing public services

Value Creation:Deliver more accessible services

To simplify access to government services, agencies will invest in developing mobile applications, implementing more ‘personalized’ transparency platforms, launching a citizen services portal and making better use of popular consumer platforms such as social networking sites

regulations.gov

IRS “Where’s My Refund?”

FAFSA

• How can I better meet the needs of my citizen-customers?

• What channels are most important to my customers?

• How can I optimize and synchronize multi-channel citizen interactions?

Social Media recalls.gov

Value Creation:Connect with Citizens

The GSA and OMB will collaborate to create a Citizen Engagement Platform that will provide a simple, cost-effective vehicle for agencies to interact and collaborate with citizens

White House “Open for Questions” HUD Ideas in Action

DOE “The Freedom Prize”Opinion Space 2.0

• How can I better engage my citizen-customers?

• What can I learn from engaging my customers?

• How can I demonstrate through my actions that I listening to them?

Value Creation:Increase transparency

The OMB will develop new dashboards for every aspect of government operations (HR, finance, procurement) and citizen services (mainly reporting on the quality and performance of services) modelled on the IT Dashboard. Continued and expanded democratization of government data

Data.govUSASpending.gov

MCC Results Portal

• What do I need to do to become more transparent “ready”?

• How can I create a culture of increased accountability?

• How can I identify and prepare my data for democratization?

Geodata.gov

Enabling:Centralize and standardize services

Instead of Federal IT spending being broken into silos by department, the new OMB administered Integrated, Efficient and Effective Uses of Information Technology (IEEUIT) account will be used as a central Government fund to establish common hosting for central IT services and creating a set of common platforms for universal tasks.

Apps.govInternet Payment Platform

• Which of my applications are “cloud ready”?

• How ready are my processes to support centralization and standardization with other agencies?

• How can I create a culture of collaboration inside and outside of my agency?

“Fedipedia”

Cloud = $1.7M in savings

Enabling:Improve efficiency and reduce waste

To improve investment management and procurement processes, maximize the efficient unitization of IT assets and introduce more efficient ways of working.

The IT Dashboard

TechStat

Federal Data Center Consolidation

Expanded Use of Federal eMalls

• Where can I eliminate efficiency and waste in my organization?

• Do I have sufficient Business Intelligence capabilities to identify inefficiency and waste in my organization?

• Am I leveraging all of the tools at my disposal (e.g. Lean Six Sigma) to eliminate waste?

Enabling:Strengthen security and privacy

Continued government-wide implementation of HSPD-12 and the ICAM roadmap will enhance security and ensure data privacy, while strengthening security information sharing capabilities and adopting outcome-focused metrics to drive a broader move toward a real-time security posture

CyberScope

HSPD-12

• What does my internal cyber security roadmap look like?

• How can I speed the implementation of critical security initiatives within my organization?

• How can be sure I am in compliance?

Conclusion:High Performance Federal IT

Carmel HinkleFederal Civilian Solution Specialist

Microsoft Dynamics – U.S. Public Sector

Throughout his career Carmel has focused exclusively on working with both appointed and elected government

officials to identify and deliver innovative Public Sector information technology solutions. He provides over 25

years of experience in government business development, governmental relations consulting, client relationship

management, and marketing information technology solutions for State, Local and Federal agencies . His focus is

now on supporting the Microsoft Dynamics CRM solution needs of all Federal Civilian Agencies.

Since joining the Microsoft Dynamics Public Sector Team in 2006, Carmel has successfully fulfilled roles as the

Central Region Dynamics Solution Specialist serving the 19 states in the Midwest. Most recently Carmel served in

a national role as CRM Portfolio Manager working closely with customers, partners, and internal Microsoft

stakeholders to help expand Dynamics CRM solutions in state, local, Federal and education organizations across

the country.

During 2009, in his role as national CRM Portfolio Manager for Dynamics Public Sector, Carmel was a part of the

Microsoft Innovation and Strategy Team that created the pioneering Public Sector On Demand Idea Bank,

www.publicsectorondemand.com, designed to deliver hosted Dynamics CRM solutions to the Public Sector in an

innovative manner that combines the best of community, content, and commerce.

Previously Carmel served at Accenture as Senior Business Development Director for their eDemocracy Services

Practice which specialized in statewide voter registration and election management solutions designed to meet the

requirements of the Federal Help America Vote Act (HAVA). Prior to that Carmel served as the Senior VP of Sales

and Marketing of CMIS (a Microsoft Gold Certified Partner) that developed and deployed voter registration and

election management systems on a national basis.

The Federal Landscape

• Culture

– Focus on Transparency, Accountability, and Oversight

– Open Government Initiative

– Citizen Engagement Platform

• Resources

– Economic impact on revenue and budgets

– Do more with less

• Technology

– Leverage innovative solutions to improve interaction, collaboration, communication to make government more connected with and responsive to the public

– Deliver on the mandates of the Culture and Resources

Public Records Tracker™

Public Records Tracker Demo,, Detailed Solution Features, Functions, Benefits and Resources are available here or linked at:www.publicrecordstracker.com

Comprehensive Regulatory Reporting Compliance

Easy Automated Purchase Process via eCommerce or Purchase Order

Facilitates the Capture, Tracking, and Management of Every Key PRA/FOIA Process

Helps Public Officials meet President Obama’s Government Transparency Goals

Facilitates PRA/FOIA Compliance for State, Local, and Federal Government

Comprehensive PRA and FOIA Compliance Solution

Microsoft Stimulus360

View key data

analysis

consolidated from

multiple projects.

Enables government

officials to manage

the full life cycle of

economic stimulus

programs.

Solution comes pre-

populated with

content, including

legislative and

regulatory links,

report formats, and

news subscriptions.

Meets ARRA goals –

designed to meet the

requirements of the

American Recovery

and Reinvestment

Act of 2009.

Includes an intuitive

and easy user

interface because the

software works with

the interfaces users

are familiar with.

Workflow is built into

the platform, allowing

simple or complex

processes to be

automated, with

notification to all

participants in the

process.

American Recovery & Reinvestment Act (ARRA)

February 2009Chart source - http://www.washingtonpost.com/wp-

dyn/content/graphic/2009/02/01/GR2009020100154.html

Task Management (TMT)

• End to End Staff Actions/Suspense Tracking providing accountability & situational awareness

• Automated email intake, routing, collaboration, automated sr. leadership review and email response

• 58,000+ DoD Users

avanade®Solution Provided By

TMT: Tasker Management Tracker

Overview

Organizations: Military Services & Joint Commands

Background: Poor situational awareness, time consuming processes, AFSO 21

Purpose: Enable end-to-end automation of tasking within a command and between commands

Solution: MSCRM and SharePoint to intake taskers, assign, collaborate and respond automatically. Integrated OCS

Customer Benefits

Usage: Staff Actions, Suspense Tracking, Awards & Decs, RFIs

Unique CRM Functionality Utilized:

Outlook integration, Automated email intake, SharePoint automation, Single view status and remarks, data aggregations, reporting, OCS Integration

Current/Potential ROI:

1 hour per day - initiation, 10 minutes per tasker response, 90% storage reduction

TMT: Outcome

• Information can come right from the emailLess mistakes are made

• Data driven organizational hierarchy and instructionsMore accurate assignments

• Avoid paperwork slow-downs. Now rely on OCS Instant Messaging , discussion groups and targeted email communications from within toEnhanced collaboration

• See status of all assignments and completion dates, understand potential bottlenecks

Fewer Surprises and missed deadlines

• Process more requests in a given day, reduce email and phone call communications

More efficient response processing

• Ability to be part of the process without big learning curve. Reduce desire for paperwork.

Better executive and sr. leadership involvement

USDA Accelerates Reporting by 80 Percent, ImprovesOperations Management with CRM Solution

Business SituationRMA sought to ease access to information for its case managers andexecutives by consolidating data from multiple systems in a single, fullyintegrated solution.

SolutionMicrosoft Gold Certified Partner Avanade helped RMA implement the Compliance Activities and Results System solution based on Microsoft Dynamics CRM, which combines workflow, document management, role-specific dashboards, and reporting tools in an easy-to-use interface.

Improved Compliance Through Better Performance MeasurementCARS gives RMA leadership the necessary tools to quickly and effectively evaluate performance across all of the organization’s locations. This has helped ease regulatory compliance by enabling RMA’s leaders to rapidly implement changes to operating procedures or budgeting in accord with shifting federal legislation.

Benefits• Reduced reporting time by up to 80 percent• Enhanced case management• Improved compliance through better performance measurement

For More Information :www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000006437

The Risk Management Agency (RMA) of the United States Department of

Agriculture promotes the vitality of

America’s farmers and ranchers by

providing agricultural insurance through a network of 16 private companies.

RMA, which has experienced rapid growth since its founding in 1996, now has approximately 500 employees dispersed across various regional offices. The organization’s administrative budget for fiscal year 2009 was U.S.$77 million, and in

that same year, RMA managed nearly $80 billion in insurance liability.

USDA Risk Management Agency Case Study Example

Correspondence Management

• Allows agency/dept. to get a 360 degree view of all the organizations and individual communications

• Assign emails based on workflow rules

• Scan docs to integrated SharePoint

• Track information about record disposition

Solution Provided By

Correspondence Management - Engage

Invest Once, Deploy Multiple Applications

0 – Chief of Staff

Tasker ManagementCongressional InquiryFOIADistinguished VisitorsCommander DashboardCommand Calendar

1 - Personnel

New HireAwards & DecorationsEvaluationsTraining/ CertificationFOIAIn/Out ProcessJoint Manning DocumentRequest For ForcesTDY Requests

2 - Intelligence

RequirementsIntelligence GatheringAsset TrackingGeospatial CatalogFOIA

3 - Operations

Adaptive PlanningOperational ResponseOPORD/FRAGOFOIAMinistry EngagementTheater Security Cooperation (w/J5)DocChopsFacilities Management

4- Logistics

Request for Assistance / Mission Assignment (HA/DR)Asset trackingFOIAForeign Military SalesFacilities Management

5Plans/Policy

6 IT/KM

7 Training/ Recruitment

8 – Programs & Resources

9 –JIACG / Other

Trouble TicketsVendor TrackingIT Portfolio ManagementFOIARFI/RFAIT Requirements Mgmt

ContractsBudgets (POM)Requirements (JCIDS, IPL, PBR, IPL, PROP)FOIAAuditing

Interagency “Rolodex”Investigation Management (Inspector General)Treaty Tracking (DTRA)Liaison MgmtPublishing

Theater Engagement ScorecardForeign Military SalesOPLAN / CONPLAN development, staffing, and publishing

Lead GenerationOn BoardingReadinessFOIA

Trouble TicketsVendor TrackingIT Portfolio ManagementFOIARFI/RFAIT Requirements Mgmt

Invest Once, Deploy Multiple Applications

Financial & Budgetary

Budgetary Request and approvalsTask ManagementCongressional InquiryFOIAGrant Management

HR/Personnel

Personnel TrackingPromotionsEvaluationsTraining/CertificationApplicant ProcessingNew Hire/RetirementFOIARecruitmentTask Management

Logistics/Acquisition

Asset trackingFacilities ManagementContract Management

Operations/Policy

Correspondence TrackingConstituent ManagementProject ManagementTasker ManagementFacilities Management

IT

Trouble TicketsVendor TrackingContract ManagementFOIA

Public/InterGov Affairs

Legislative Affairs Inspector General Other

Trouble TicketsVendor TrackingIT Portfolio ManagementFOIARFI/RFAIT Requirements Mgmt

Agency unique solution

eGovConstituent ManagementCorrespondence TrackingState RelationsFOIACall Center

Investigation or Case ManagementCongressional Inquiry

Case ManagementCongressional InquiryTask ManagementFOIA

Delivering Transparency and Accountability Across Government

Capture

Categorize

Coordinate

Communicate

Making a difference to the people who make a difference in government

• Web

• Phone

• Type

• Impact

• Priority

• Severity

• Work Orders

• Scheduling

• Resources

•Time Frame

• Press

• Stakeholders

• KPIs

• Reports

• Kiosk

• Face to Face

Channel

Ranking

Routing

Audience

Envisioning the Possibilities

xRM Academy | (x=∞) | xrmacademyllc.com

Only Training. Only Microsoft CRM.

xRM Academy* training delivers:

• Increased awareness of capabilities and solutions enabled by Dynamics x/CRM

• Skills necessary to begin developing business solutions with the CRM platform

• Co-develop a roadmap for success with your Dynamics CRM implementation*Developed in conjunction with Microsoft.

xRM Educational Service offerings:

• Curriculum development for ongoing internal use

• Train the Trainer training and enablement

• Custom training, documentation and delivery for large CRM implementations

Microsoft Official Curriculum CRM 4.0 and CRM Professional Certification training:

We train all Microsoft Official Curriculum CRM and Certification courses

Training logistics minimize set up time and costs:

• Mobile computer lab preconfigured for lab work and hands on training

• Your location, our location or a Microsoft campus around the world

Contact scott@xrmacademyllc.com

For More Information

• Bright Ideas in Government Examples

– Send an email to govcon@microsoft.com to have a discussion about how your agency can leverage these ideas.

– www.publicsectorondemand.com – Public Sector On Demand Solutions

– http://www.publicrecordstracker.com/ - FOIA Management

– http://www.govserver.com/Pages/GovernmentSoftwareSolutionsandInformation.aspx - Stimulus360 Video

– http://www.federalnewsradio.com/?sid=1900524&nid=308 – Federal News Radio -Empowering Government with XRM Solutions – DC Office of CFO

– Microsoft Government Solutions Catalog -http://www.federalnewsradio.com/pdfs/USPS.PDF

– http://www.usfederal360.com/ - U.S. Federal360 - Correspondence Management

– www.codeplex.com – Free Open Source solutions to jumpstart your ideas.

Christopher S. ZinnerSenior Manager

AccentureOne Freedom Square11951 Freedom DriveReston, VA 20190-5651

Tel: +1 703 947 4523Fax: +1 703 947 2200Mobile: +1 415 225 8104christopher.s.zinner@accenture.com

Thank You!