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Safe Harbor
The preceding 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.

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Empowering MODERN BUSINESS in the Cloud

Social Media, Mobile and Cloud ..

Sherif Gawdat Hamza, Applications Senior Sales Director, Africa

Where Are You ??

The Social Space


4 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Social Media by the Numbers

955+ million users

500+ million users 2+ million users

2.7 billion+ Social Media Users globally

30+ million users 250+ million users ~5 million users ~170 million users

800+ million users

~11 million users

20+ million users

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New Technologies | New Possibilities


New Products New Business Models New Experiences

Social Mobile

Cloud

Big Data Analytics

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What if mobile, social, cloud, and analytics were native to your operations? How would that change your

Communication model?

Policy?

Citizen and employee experiences?

Services and feedback?

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Social, Cloud and Big Data in Public Sector


Examples in different segments
Fraud Prevention Infrastructure Citizens Experience

Threat Identification

Economic Analysis

Cyber Security

Regulatory Compliance, Licensing & Law Enforcement

Open Government

Tax Collections

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Social, Cloud and Big Data in Public Sector


Examples in different segments
Fraud Prevention Infrastructure

Citizens Experience

Threat Identification

Economic Analysis

Cyber Security

Regulatory Compliance, Licensing & Law Enforcement

Open Government

Tax Collections

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

WHAT IS CITIZENS EXPERIENCE?

DIRECT

IN-OFFICE

CALL CENTER

WEB

MOBILE

SOCIAL

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CITIZEN EXPERIENCE IS CRITICAL


KEY MECHINISM FOR DRIVING TRUST AND STRENGTHENING RELATIONSHIPS

Expect Government Rapidly Changing Traditional Services To Be Policy, Programs Outreach Obtained As Easy and Services Becoming Less As Online Shopping Effective

Constituents Voices Are More Powerful Than Ever

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Copyright 2013, Oracle and/or its affiliates. All rights reserved.

CITIZENS WISH LIST


1. 2. 3. 4. 5.

Make it easier to determine where to go for an answer (45%) Improve response times (42%) Provide consistent information (26%) Improve representatives listening skills (18%) Add more self-service options, like online question and answer features (15%)

Agencies must streamline processes to reduce costs and accelerate delivery, while reducing the need for customer calls and inquiries. Executive Order 13571

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Copyright 2013, Oracle and/or its affiliates. All rights reserved.

CX VALUE EQUATION & JUSTIFICATION

Efficiency

Reputation

Adoption

Reduce Costs and Effort

Build Trust and Strengthen Relationships

Increase Adoption of Citizen Services

Self Service Agent Productivity Cost of Operations

Service Quality Consistency Multi-Channel Support

Citizen Services Government Mandates Interaction Opportunities

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Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Social, Cloud and Big Data in Public Sector


Examples in different segments
Fraud Prevention Infrastructure Citizens Experience

Threat Identification

Economic Analysis

Cyber Security

Regulatory Compliance, Licensing & Law Enforcement

Open Government

Tax Collections

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