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Welcome to the Age of the Customer ExperienceApril 30, 2013
311 CS WEEK SYNERGY GROUP
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“96% think government service can improve”
Government Service, Public Perception
“92% prefer to engage online”
“86% want to engage on their own time”
“43% say it will take government 1-5 years to catch up”
Government Service Disconnect?
Source: Harris Interactive Open Government Study, 2010
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Executive Order--Streamlining Service Delivery and Improving Customer Service
1. Establish one major initiative that will use technology to improve the customer experience
2. Establish mechanisms to solicit customer feedback
3. Set clear customer service standards and expectations
4. Improve customer experience by adopting proven best practices and coordinating across service channels
5. Streamline agency processes to reduce costs and accelerate delivery
6. Use technology to lower costs, decrease service delivery times, and improve the customer experience
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Room for Agency Information and Interaction to Improve
Rate of Agency’s Efforts(Percentage of respondents, n=200)
“We wait for them to come to us. We rarely take the initiative in
information sharing.”
“We wait for them to come to us. We rarely take the initiative in
information sharing.”
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Agencies Are Overextended and Underperforming across Platforms
Rate of Agency’s Efforts to Interact with Citizens(Percentage of respondents, n=200)
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When I go online, I can’t easily find what Ineed. It’s too complicated !
www.johncustomer.comThe city website is still incorrect about when to sign up to speak at city council meetings. I was contacted and told that it would be corrected. It looks like the ball was dropped again.
This is absurd! Christmas Eve and yet my block has no water.....again for the millionth time this year. The city needs to get it together.
I'm sick and tired of paying the city and not ever getting results. We need new people in office. Especially in the animal control dept
I had an absolutely fantastic experience at the Vital Statistics office this morning. The staff was helpful, courteous and I was in and out in 15 minutes with my document!
Wait time for 311 noise complaint phone filing for honking cars at 1am is greater than 15min, website filing for such complaints is gone. Why?
myface.com
I want to report a cab. 311 was useless. Cab 73 (4-door yellow cab) was parked today. It took three handicap spots. I have pictures.
myface.com
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5 Ways Governments are Getting Started Maximizing Cross Channel Customer Experience
Seamless Customer
Experience
Understand Customer
Touch Points
Establish a Knowledge Foundation
Offer Self-Service
Go Mobile, Social
Feedback
1
23
4
5
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In-line
Program Outreach
Program Info Pre-Screening
Respond
Submit Documents
Chat
DetermineEligibility Email
Confirmation
Issue/Serve
TweetIn Line Experience
Report Change of Circumstance
Analyze/ Optimize
ScheduleInterview
Web
Engage Inform Request Assign Evaluate
Social
Contact Center
Citizen Journey Across Channels
Complete Application
Check CaseStatusMobile
Notify Fulfill Measure
Monitor
Tweet WebExperience
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Oracle’s Complete Citizen Experience
Oracle Knowledge Management
Oracle Business Intelligence
Oracle Policy Automation
Oracle CRM RightNow CX Cloud
Service
Oracle Cloud Social Relationship
Management
INTERACT SERVEFulfill & SupportCommunicate &
Respond
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Monitor public, business and interest group sentiment
Engage through social media –broadcast and peer-to-peer
Crowd-sourcing municipal priorities
Targeted outreach
Awareness & Accountability
Engage
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Publish information Knowledge-based web self-
service inquiries Agent-directed response to
inquiries Guided interactions Pre-screening Transparent reporting
Access & Understanding
Inform
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Service Request (across all channels)
GIS/Proximity-based License, Permit & other
Applications Pre-Screening Easy Natural Language Intake
Ease & Consistency
Request
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Workflow-based routing Duplicate detection Departmental, team-based, role-
based Availability, skills-based,
proximity-based Extend to 3rd party service
providers and contractors Integration
Automation & Efficiency
Assign
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Inspections, Assessments, Verifications, Determinations, Approvals
Mobile usability Task, route & proximity-based Reassignment Audit trail Integration
Accuracy & Usability
Evaluate
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Assignment notifications Time-based and priority-based
escalation Compliance, acceptance,
issuance notices Completion notification/closure Risk notifications to interested
parties
Continuity & Timeliness
Notify
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Scheduling Task, route and proximity-based Process automation Approval workflow & audit trail Mobility Integration
Effectiveness & Satisfaction
Fulfill
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Service & interaction efficiency Time-based analysis GIS-based analysis Collect feedback Executive dashboards Open data Transparency Publish results
Accountability & Improvement
Measure
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Government AgenciesTransforming through Customer Service
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• Raised customer satisfaction levels from poor to very good
• Moved many personnel programs to new web-based knowledge management service
• Increased monthly utilization of web knowledge base - over 1 million hits a month
• More stable, faster and current system that is upgradable in a Cloud hosted environment
• Combined personnel services improvements with necessary cost reductions
Solutions
Air Force Personnel Center
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• 98% self-service rate on CBP’s website using web self-service
• Use of reporting to track trends and create management and agent dashboards
• Feedback increases the opportunity to receive and respond to customer comments and recommendations
• Sharing with USA.Gov providing additional options for citizens to find timely information
Solutions
DHS – Customs and Border Protection
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• 24/7 Web information self-service to the state’s citizens and businesses
• Approximately 3500 to 4000 daily site visitors find answers through self-service
• Less than 2% of those visits result in questions via email – a 75% overall reduction
• Improved service while reducing phone, email, and in-office operating costs
Solutions
New York State DMV
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• The Center for Consumer Information and Insurance Oversight (CCIIO) under CMS has made Customer Service part of Health Insurance Exchange foundation.
• State Exchanges will deploy multi-channel customer service, Web self-service, and utilize social media to drive awareness and monitor trending
• Customer service functions will begin to roll out in 2013, with open enrollment in October, and exchanges fully live in 2014.
Solutions
State Health Insurance Exchanges
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• Consolidated 5 contact centers into one; $10M in savings to the county
• Serves 990K county residents and visitors through multi-channel 311, IVR, Web, Email and Mobile
• Awards for government customer service excellence by Public Technology Institute, and National Association of Counties
• Gartner and 1to1 Media Award for Customer Analytics: County Executive Dashboards
• 98% request accuracy rate, 95% of calls answered <20 seconds, <3% abandon rate
Solutions
Montgomery County, MD 311