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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
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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
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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
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56%
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Mobile Has Taken Over
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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
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Online transactions Customer Service Social Networks
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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
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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
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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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Sample Use Cases
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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
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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.
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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
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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
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Contact Me
Franco Amalfi
Email: [email protected]
Twitter: @AmalfiFranco
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mailto:[email protected]