future-ready government — powered by the social, mobile & cloud revolutions of today
TRANSCRIPT
1 1 © 2012, Confidential, Pegasystems Inc.
Future-Ready Government —
Powered by the Social, Mobile
& Cloud Revolutions of Today
Krassi Genov
Sr. Product Marketing Manager
Date
2 2
Agenda
Why do you need a new approach to the citizen
experience management paradigm
How technology can empower your agency create an
informed, integrated view of your customers
How your organization can best design and coordinate
the delivery of services across multiple channels
3 3
“The public deserves competent, efficient,
and responsive service from the Federal
Government..”
Executive Order 13571
Streamlining Service Delivery and Improving
Customer Service
4 4
Improve customer experience by
adopting proven best practices and
coordinating across service channels
Streamline agency processes to reduce
costs and accelerate delivery
Executive Order 13571
Use technology to lower costs,
decrease service delivery times,
and improve the customer experience
5 5
The Layers of Digital Government
Customers
Presentation
Layer
Platform
Layer
Information
Layer
Citizens Employees
Govt Digital
Services
Private
Digital
Services
Systems, Processes, Management &Web
APIs
Open Data and Content (Information)
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The World Is Changing
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“More content is currently created within
48-hours than was created from the
beginning of mankind through 2003.”
Eric Schmidt, Google CEO 2010
8 8
We live in a hyper connected world…
http://royal.pingdom.com/2012/01/17/internet-2011-in-numbers/
The “New World” is Hyperconnected
©Krassi Genov
9 9
Vs.
Old vs. New
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Rapidly Changing Information Flow
THEN… (Dedicated Media/
Limited Reach)
NOW… (Citizen Reporters/
Global Reach)
When a 5.9 earthquake hit near Richmond,
Virginia on August 23rd, 2011, residents in
New York City read about the quake on
Twitter feeds 30 seconds before they
experienced the quake themselves.
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THEN… (Desktops / Notebooks) NOW… (Tablets / Smartphones)
Creating an environment for mobility…
Rapidly Changing Devices
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Answering the question….
Source: Cloudbakers
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BUSINESS TRANSFORMATION
Back
Setup Computer
System Setup, S-119
Pending
Setup Phone
Desk Setup, D-120
Pending
Install Software
System Setup, S-120
Pending
Setup Desk
Desk Setup, D-121
New
Setup Storage Unit
System Setup, S-121
New
My Worklist
The World Is Changing
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Your Optimum Deployment Choice
On-Premise
Dev/Test
Production
Cloud
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Putting the customer first means quality
information is accessible, current and accurate
at any time….It means coordinating across
agencies to ensure when citizens and
employees interact with government
information and services, they can find what
they need and complete transactions with a
level of efficiency that rivals their experiences
when engaging with the private-sector.
Source: The White House
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Channels
Government Goals
Efficiencies
Innovation
Service
Policies
Citizens Needs
Contextual
Timely
Consistent
Relevant
Achieving Customer Satisfaction
Customer
Satisfaction
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Get work done across multiple systems and parties – with context
Systems are not designed to cross functional, divisional and corporate boundaries.
Be responsive to changing regulatory requirements.
73% of IT budgets are spent on maintenance (Forrester 2011).
Yet it takes months to make simple changes.
Become more streamlined, agile and cost effective.
Too many “Point Solutions”, ERP, PLM, MES and many manual workarounds.
Difficult to change. Brittle and costly to maintain
Delight constituents with a customized experience.
Code is replicated and modified to create customized experience.
Multiple versions have to be maintained.
Create agency wide processes that are easily modified to meet specific requirements.
Manual overrides and workarounds to accommodate local requirements.
Inconsistent results.
Challenge
Complication
Additional Challenges
Changes slow to implement with Existing Systems and Applications
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“Customers don't know — and don't care to
know — how government is organized. So
why make them go from agency to agency to
get the full picture of what gov't has to offer on
any subject?"
Source: National Dialogue for Improving
Federal Websites
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Emergency Response
How do I renew
my drivers
license?
How do I report
a road
accident?
When can I file
for benefits?
Who do I
contact?
What website
do I need to go
to?
Which number
should I use?
………?
Benefits Delivery
Employee Training
General Information
Program Management
Public Affairs
Support
Citizens: Who, How, Which, What, When?
20 20
Emergency Response
How do I renew
my drivers
license?
How do I report
a road
accident?
When can I file
for benefits?
Who do I
contact?
What website
do I need to go
to?
Which number
should I use?
………?
Benefits Delivery
Employee Training
General Information
Program Management
Public Affairs
Support
DOT
VA
SSA
FTB
CDRS
Citizens: Who, How, Which, What, When?
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Context is Key
©Krassi Genov
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Agencies
CRM Cloud apps
SOCIAL
BPM
ECM
ERP
Program
Managers Citizens Vendors Policies
Organize and Drive Work Contextually
Dynamic
Case
Management
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Organize Work Holistically
Structured,
Unstructured,
Dynamic
Case Subjects
Tasks Content
Case Data Collaboration
Case Events
Business Objectives Rules and
Policies
Processes &
Dependencies
Sub-
Cases
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Optimize Operations
with Next-Best-
Action Strategies
Next-Best-Action Delivers Business Agility
Personalize in
Real-Time, Across
Channels
1 2 3 Continuously
Monitor, Control,
and Adapt
Measure
Learn
Simulate
Why Next-Best-Action
Increase operational effectiveness, reduces time-to-value, and
drives customer satisfaction.
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A Unified Solution for Agile Government
Citizen Relationship Management
Business Process Management
Case Management
User Experience
Citizen Claims
Management
Decision Management
Cloud Analytics
Public Pension
& Retirement
Member/ Provider Services
Disease Outbreak
Management
Global Tax Modernization
Eligibility & Enrollment
Grants Management
Citizen Payment Case Management
Citizen Benefit
Disputes
Vehicle License &
Registration
Citizen Inquiry & Request
Management
Agency Contracts
Management
Dynamic Case
Management
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Channels
Government Goals
Efficiencies
Innovation
Service
Policies
Citizens Needs
Contextual
Timely
Consistent
Relevant
Achieving Customer Satisfaction
Customer
Satisfaction
27 27
Build for Change®
Pega software revolutionizes how leading
organizations optimize the customer experience
& automate operations