florida dgs 15 presentation - the power of citizen engagement - amalfi

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

Franco Amalfi Director, Digital Engagement Strategy Oracle Public Sector North America

May 7th, 2015

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

Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracles products remains at the sole discretion of Oracle.

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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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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


Empowered Constituents

5

Always Connected, Always Sharing, Always Aware

COMMUNICATION HAS CHANGED

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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



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

Characteristics Maturists

(pre-1945)

Baby Boomers

(1945-1960)

Generation X

(1961-1980)

Generation Y

(1981-1995)

Generation Z

(Born after 1995)

Attitude towards

technology

Largely

disengaged

Early information

technology (IT) adopters Digital Immigrants Digital Natives

Techno-holics entirely

dependents on IT; limited

grasp of alternatives

Communication

media

Formal letter

Telephone

Email and text message

Text or social media

Hand-held (or integrated into

clothing) devices

Communication

preference

Face-to-face

Face-to-face ideally, but

telephone/email if needed

Text messages or email

Online and mobile

(text messaging)

Facetime



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 Marketing Channels


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


Sample Use Cases


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


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SOC

IAL

EMA

IL

IN P

ERSO

N

MO

BIL

E

EARNED OWNED PAID

WEB

Orchestrate Individualized Experience Across Channels Put the individual at the center of the experience


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.



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


Contact Me

Franco Amalfi

Email: [email protected]

Twitter: @AmalfiFranco

mailto:[email protected]

florida dgs 15 presentation - the power of citizen engagement - amalfi

Documents

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social networking users

digital citizen engagement

social media handheld

growth of social media

social networking sites