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Alabama DGS 15 Presentation - Hot Trends and Cool Devices by Shilo Thomas
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Copyright 2015, Oracle and/or its affiliates. All rights reserved. |
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. | Oracle Confidential Internal/Restricted/Highly Restricted 2
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | 3
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.
Oracle Confidential
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
Delivering Service to Citizens is Changing
Oracle Confidential
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
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
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%
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
Mobile Has Taken Over
Oracle Confidential 7
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
Internet of Things (IoT) is poised for significant growth
Harnessing the value of fast data
End-to-end security
Integration with IT systems and applications
Data management and analysis
Rapid change
Oracle Confidential 8
Connecting Intelligent Devices to Smart Data Centers
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
Empowered Constituents
9
Always Connected, Always Sharing, Always Aware
COMMUNICATION HAS CHANGED
Oracle Confidential
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
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
10 Oracle Confidential
Online transactions Customer Service Social Networks
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
We Need to Adapt to the Needs of Each Generation
Oracle Confidential 11
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
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).
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.
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SOURCE: GARTNER (JANUARY 2015)
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. |
Cloud is the Delivery Platform for Digital & Modern Business
13
$52 billion
$133 billion
2013
2020
SaaS Market
(Source: The Public Cloud Market Is Now In Hypergrowth, Forrester Research, 2014)
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
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.
14 Oracle Confidential
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
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
15 Oracle Confidential
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
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 Channels
INTERNET OF EVERYTHING
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
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
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Digital Opportunities for Government
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
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
Oracle Confidential 18
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
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
Thank you!
Shilo Thomas
Email: [email protected]
Twitter: @shilothomas
Oracle Confidential 19