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Leverage Digital Citizen Engagement

to close the gap between government and citizens interactions

Shilo Thomas
Digital Engagement Specialist
Oracle Public Sector North America
June 9th, 2015

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

Copyright 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential Internal/Restricted/Highly Restricted

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.

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

Delivering Service to Citizens is Changing


Empowered
Employees

Digital is
Humanized

1980s

1990s

2000s

2010s

Knowledge
Everywhere

WHATS NEXT

Internet of
Things

whats

CHANGED

Mobile as
Primary Channel

Cross-Channel
Service
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential

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

Social Media Has Changed the Way We Communicate

160

56%

Million users access social


networking sites from any
device at least once per
month

Social networking users are


creating, curating and
sharing photos, videos and
other information

74%

of adults use social


networking sites

Social Network users have


closer ties and influence over
their virtual community

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

Mobile Has Taken Over

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

Internet of Things (IoT) is poised for significant growth


Connecting Intelligent Devices to Smart Data Centers

Harnessing the value of fast data


End-to-end security

Integration with IT systems and applications


Data management and analysis
Rapid change

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

Empowered Constituents
Always Connected, Always Sharing, Always Aware

COMMUNICATION HAS CHANGED

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

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

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

Social Networks

10

We Need to Adapt to the Needs of Each Generation

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11

The World of Digital Business


According to Gartner

Digital business is specifically focused on the


peer exchange and communication between
business, people and physical things as equal
entities.
To be a digital business, an organization must
be digitalizing its physical assets, as well as
virtual assets (such as data and business
processes).

SOURCE: GARTNER (JANUARY 2015)

A digital business must include the connection


or integration with assets (business, people
and things) beyond IT and beyond the control
of any one company.

Digital business is the creation of new


business designs by blurring the physical and
digital worlds. What makes digital business
different from e-business is the presence and
integration of things, connected and
intelligent, with people and business.

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

12

Cloud is the
Delivery Platform
for Digital &
Modern Business
2020

$133 billion

SaaS Market
2013

$52 billion
(Source: The Public Cloud Market Is Now In Hypergrowth, Forrester Research, 2014)
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |

13

Digital Citizen Engagement Platform Logical Architecture


Customer Interaction/ Channels

Web

Mobile

Social

Self Service

Contact Center

Transactions Outbound/Direct In Person

Customer Orchestration

Platform &
Security Mgt.

Unified Citizen
Profile &
Segmentation

Social Mgmt.

Site Management

Content Mgmt.

Agency Mgmt.

Mobile Mgmt.

Email Mgmt.

Commerce
Administration

Analytics
Real-Time

Business Process Management / Integration (SOA, APIs, etc.)

Governance

Business Insight

Recommendation

Risk

Business / ERP Systems

Identity Mgt.
Policy
Management

Procurement

Financial
Management

Enterprise
Resource
Planning

Enterprise
Performance
Management

Reporting
Human
Capital
Management

BIG Data
Operational
Systems

Infrastructure / Service Delivery

Managed Services
Public Cloud

Traditional IT

Private Cloud

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14

Next Generation Digital Experience


Accelerate the next wave of revenue growth, service experience and business efficiency

Unify
Data

Extend
Reach

Deliver Exceptional
Experience

Optimize
Performance

Pull all citizen data

Orchestrate across channels

Map channels to citizens

1st, 2nd, 3rd party data

Personalized Interaction

Build profile

Activate Paid, Owned, Earned

Consistent Omni-Channel
Tailored and targeted
Anywhere, Any Device

Sentiment & personas


Audience & target citizens

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15

Its Now About Digital Presence


Convergence of Digital Channels
SOCIAL NETWORKS

MOBILE

SELF-SERVICE
USER ID
PASSWORD

XXXX.XXXX

INTERNET OF
EVERYTHING

*************
*
LOG IN

MICROSITES

EMAIL CAMPAIGNS
REGISTER

MY ACCOUNT

LOG IN

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

Digital Opportunities for Government


CONSTITUENT SENTIMENT
Detect trends through
social media activities

SERVICE DELIVERY
Improve service and lower
costs

HEALTH & HUMAN SERVICES

Increase participation through


education programs

KNOWLEDGE SHARING
Increase transparency
to constituents

REVENUE GENERATION
Increase revenue through
tourism / economic development

TRANSPORTATION
Connect with customers to
share relevant information

EMERGENCY RESPONSE
Inform and respond to
emergency situations

JUSTICE & PUBLIC SAFETY


Enhance intelligence &
policing platforms

THREAT IDENTIFICATION
Detect suspicious activities

= Engaged, Informed, Educated constituents interacting with a Modern government

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

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17

Success = Deep Citizen Engagement


Web

Digitally enable all


channels

Mobile

Social

Self Service

Contact Center

Use content to create


interaction and
dialogue

AGE OF THE
CUSTOMER
Create customer
experiences that
enhance human touch

Turn big data into


actionable customer
insights

Transactions Out-Bound/Direct In Person

Deliver a cohesive
experience across all
channels
Recognize each citizen, and treat them
consistently wherever they go

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

18

Thank you!
Shilo Thomas
Email: shilo.thomas@oracle.com
Twitter: @shilothomas

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