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Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Modern Customer Experience311 Synergy 2016
PhoenixApril 2016
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Safe Harbor StatementThe 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 Oracle’s products remains at the sole discretion of Oracle.
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Delivering a Modern Customer Experience
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
What We Have LearnedIt wasn’t so much…• Could you integrate with GIS• Could you be citizen-centric
• Could you do self-service
• Did the solution have to be government-specific and fit all your processes out of the box• Could you deploy a mobile app
• Could you do reporting
• Could you do workflow
Instead, it’s been more about…• How hard or expensive to maintain?• How difficult to configure/re-configure?
• Is your core 311 platform evolving to offer all channels of citizen interaction?
• Could your platform stay current with rapidly evolving technologies?• Could you easily support the needs of lots of different participating agencies?
Copyright © 2016 Oracle and/or its affiliates. All rights reserved.
Now we see two major change agents…
Changing Citizen Expectations
Cloud Computing
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Our Consumer Experience is Evolving Rapidly…particularly driven by social media and mobility
1980s 1990s 2000s 2010s
EmpoweredEmployees
Digital isHumanized
KnowledgeEverywhere
Internet ofThings
Mobile as Primary Channel
Cross-ChannelService
WHAT’S NEXT
These Changes PermeateCitizen Expectations
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Digital in the USASnapshot of key digital indicators – January 2016
323 MILLION
TOTAL POPULATION
URBANISATION: 82%
FIGURE REPRESENTS TOTAL NATIONALPOPULATION, INCLUDING CHILDREN
Sources: We are Social – Compendium of Digital Statistics – January 2016; UN, US Census Bureau; ITU, Facebook, GSMA Intelligence.
282 MILLIONPENETRATION: 87%
FIGURE INCLUDES ACCESS VIAFIXED AND MOBILE CONNECTIONS
192 MILLIONPENETRATION: 59%
FIGURE REPRESENTS ACTIVE USERACCOUNTS, NOT UNIQUE USERS
342 MILLIONVS. POPULATION: 106%
FIGURE REPRESENTS MOBILESUBSCRIPTIONS, NOT UNIQUE USERS
169 MILLIONPENETRATION: 52%
FIGURE REPRESENTS ACTIVE USERACCOUNTS, NOT UNIQUE USERS
ACTIVE INTERNET USERS
ACTIVE SOCIALMEDIA ACCOUNTS
MOBILE CONNECTIONS
ACTIVE MOBILESOCIAL ACCOUNTS
Copyright © 2016 Oracle and/or its affiliates. All rights reserved.
Now we see two major change agents…
Changing Citizen Expectations
Cloud Computing
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Cloud Computing ModelChanges the capability vs. cost equation
* NIST Cloud Computing Reference Architecture, Special Publication 500-292
Instead you innovate faster…• Tailor information capture and
measurement
• Tailor the business process
• Tailor user experience
• Monitor/manage your usage
• Stay current with technology via quarterly upgrades
You no longer…• Operate the data center• Maintain hardware
• Manage & patch databases, underlying OS
• Make major up-front capital investment
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
So, what’s a Modern Customer Experience?
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Delivering a Modern Customer Experience
Modern Customer
Experience
Engage Customers
Make it easy for citizens to engage
1 2Empower Employees
Make it easy for agents to serve citizens
3Adapt QuicklyEasily adapt to changing business demands
Make it easy to…
Oracle Confidential
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Engage1
Web, Mobile, SocialOffer easy, engaging self-service to citizens on their device(s) of choice, and true to your brand
3
Dynamic, PersonalizedCapture requests and offer guidance through intelligent, online questionnaires easily launched from knowledge
4
CommunitiesLeverage social collaboration with constituents by facilitating online communities
2
KnowledgeDrive effective self-service with rich, pervasive, self-learning knowledge with natural language search
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
4
Social & MarketingUnderstand social trends and sentiment, and reach interest groups and stakeholders with timely information
Empower
1
Case ManagementRich interaction and case management with knowledge, workflow, routing, intelligent interviews contextual workspace
2
Omni-ChannelSeamless channel support in a Unified Agent Desktop incorporating CTI, chat, co-browse, email, and more
5
AnalyticsDeliver role-specific, timely, contextual information supporting action and decisions
3
Mobile ServiceOptimize mobile service assignments, routes, tablet and smart phone-based data collection and tasks
Copyright © 2016 Oracle and/or its affiliates. All rights reserved.
Contextual Agent Desktop
Copyright © 2016 Oracle and/or its affiliates. All rights reserved.
Social: Understand Citizen Sentiment and Concerns
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Adapt2
IntegrateSOAP, REST API integration, SSO through SAML, Import/Export and more
1
ConfigurePre-packaged self-service widgets, PHP & HTML, tailor automation & work-spaces, extend data model
3
Secure & PerformMission-critical security, scalability, redundancy and compliance via embassy-grade data centers
4
ControlYour cloud, your way: schedule upgrades, monitor instance & utilization, flexible licensing tailored to your business
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Complete, Modern Customer Experience for GovernmentOracle offers a Cloud-based Customer Service and Engagement Platform that makes it easier for your citizens to engage, empowers your service delivery workers, and helps you adapt to rapidly changing stakeholder demands and business conditions
WEB
CONTACT CENTER
SOCIALMOBILE
CASEWORKERFIELD
SERVICE
OFFICE
IOT
CLOUD PLATFORM SERVICES
MARKETINGSERVICE SOCIAL
SOFTWARE AS A SERVICE APPLICATIONS
DATA MANAGEMENT IDENTITY MANAGEMENT MOBILITY APPLICATION DEVELOPMENT
IT OPERATIONS MANAGEMENT CONTENT & PROCESS BUSINESS ANALYTICS INTEGRATION
COMMERCE SALESFIELD SERVICE
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
311 Projects on the Road to Modern Customer Experience
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Oracle Partners in Modern Customer ExperienceFor Local Government
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