Welcome to the Age of the Customer Experience

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.1

Welcome to the Age of the Customer ExperienceApril 30, 2013

311 CS WEEK SYNERGY GROUP


“96% think government service can improve”

Government Service, Public Perception

“92% prefer to engage online”

“86% want to engage on their own time”

“43% say it will take government 1-5 years to catch up”

Government Service Disconnect?

Source: Harris Interactive Open Government Study, 2010


Executive Order--Streamlining Service Delivery and Improving Customer Service

1. Establish one major initiative that will use technology to improve the customer experience

2. Establish mechanisms to solicit customer feedback

3. Set clear customer service standards and expectations

4. Improve customer experience by adopting proven best practices and coordinating across service channels

5. Streamline agency processes to reduce costs and accelerate delivery

6. Use technology to lower costs, decrease service delivery times, and improve the customer experience


Room for Agency Information and Interaction to Improve

Rate of Agency’s Efforts(Percentage of respondents, n=200)

“We wait for them to come to us. We rarely take the initiative in

information sharing.”

“We wait for them to come to us. We rarely take the initiative in

information sharing.”


Agencies Are Overextended and Underperforming across Platforms

Rate of Agency’s Efforts to Interact with Citizens(Percentage of respondents, n=200)


When I go online, I can’t easily find what Ineed. It’s too complicated !

www.johncustomer.comThe city website is still incorrect about when to sign up to speak at city council meetings. I was contacted and told that it would be corrected. It looks like the ball was dropped again.

This is absurd! Christmas Eve and yet my block has no water.....again for the millionth time this year. The city needs to get it together.

I'm sick and tired of paying the city and not ever getting results. We need new people in office. Especially in the animal control dept

I had an absolutely fantastic experience at the Vital Statistics office this morning. The staff was helpful, courteous and I was in and out in 15 minutes with my document!

Wait time for 311 noise complaint phone filing for honking cars at 1am is greater than 15min, website filing for such complaints is gone. Why?

myface.com

I want to report a cab. 311 was useless. Cab 73 (4-door yellow cab) was parked today. It took three handicap spots. I have pictures.

myface.com


5 Ways Governments are Getting Started Maximizing Cross Channel Customer Experience

Seamless Customer

Experience

Understand Customer

Touch Points

Establish a Knowledge Foundation

Offer Self-Service

Go Mobile, Social

Feedback

1

23

4

5


Email

In-line

Program Outreach

Program Info Pre-Screening

Respond

Submit Documents

Chat

DetermineEligibility Email

Confirmation

Issue/Serve

TweetIn Line Experience

Report Change of Circumstance

Analyze/ Optimize

ScheduleInterview

Web

Engage Inform Request Assign Evaluate

Social

Contact Center

Citizen Journey Across Channels

Complete Application

Check CaseStatusMobile

Notify Fulfill Measure

Monitor

Tweet WebExperience


Oracle’s Complete Citizen Experience

Oracle Knowledge Management

Oracle Business Intelligence

Oracle Policy Automation

Oracle CRM RightNow CX Cloud

Service

Oracle Cloud Social Relationship

Management

INTERACT SERVEFulfill & SupportCommunicate &

Respond


Monitor public, business and interest group sentiment

Engage through social media –broadcast and peer-to-peer

Crowd-sourcing municipal priorities

Targeted outreach

Awareness & Accountability

Engage


Publish information Knowledge-based web self-

service inquiries Agent-directed response to

inquiries Guided interactions Pre-screening Transparent reporting

Access & Understanding

Inform


Service Request (across all channels)

GIS/Proximity-based License, Permit & other

Applications Pre-Screening Easy Natural Language Intake

Ease & Consistency

Request


Workflow-based routing Duplicate detection Departmental, team-based, role-

based Availability, skills-based,

proximity-based Extend to 3rd party service

providers and contractors Integration

Automation & Efficiency

Assign


Inspections, Assessments, Verifications, Determinations, Approvals

Mobile usability Task, route & proximity-based Reassignment Audit trail Integration

Accuracy & Usability

Evaluate


Assignment notifications Time-based and priority-based

escalation Compliance, acceptance,

issuance notices Completion notification/closure Risk notifications to interested

parties

Continuity & Timeliness

Notify


Scheduling Task, route and proximity-based Process automation Approval workflow & audit trail Mobility Integration

Effectiveness & Satisfaction

Fulfill


Service & interaction efficiency Time-based analysis GIS-based analysis Collect feedback Executive dashboards Open data Transparency Publish results

Accountability & Improvement

Measure


Government AgenciesTransforming through Customer Service


• Raised customer satisfaction levels from poor to very good

• Moved many personnel programs to new web-based knowledge management service

• Increased monthly utilization of web knowledge base - over 1 million hits a month

• More stable, faster and current system that is upgradable in a Cloud hosted environment

• Combined personnel services improvements with necessary cost reductions

Solutions

Air Force Personnel Center


• 98% self-service rate on CBP’s website using web self-service

• Use of reporting to track trends and create management and agent dashboards

• Feedback increases the opportunity to receive and respond to customer comments and recommendations

• Sharing with USA.Gov providing additional options for citizens to find timely information

Solutions

DHS – Customs and Border Protection


• 24/7 Web information self-service to the state’s citizens and businesses

• Approximately 3500 to 4000 daily site visitors find answers through self-service

• Less than 2% of those visits result in questions via email – a 75% overall reduction

• Improved service while reducing phone, email, and in-office operating costs

Solutions

New York State DMV


• The Center for Consumer Information and Insurance Oversight (CCIIO) under CMS has made Customer Service part of Health Insurance Exchange foundation.

• State Exchanges will deploy multi-channel customer service, Web self-service, and utilize social media to drive awareness and monitor trending

• Customer service functions will begin to roll out in 2013, with open enrollment in October, and exchanges fully live in 2014.

Solutions

State Health Insurance Exchanges


• Consolidated 5 contact centers into one; $10M in savings to the county

• Serves 990K county residents and visitors through multi-channel 311, IVR, Web, Email and Mobile

• Awards for government customer service excellence by Public Technology Institute, and National Association of Counties

• Gartner and 1to1 Media Award for Customer Analytics: County Executive Dashboards

• 98% request accuracy rate, 95% of calls answered <20 seconds, <3% abandon rate

Solutions

Montgomery County, MD 311


2,000 + Customers


Oracle SRM Customers

