It’s About The Citizen Meeting changing needs...and rising expectations

Peter Coffee

VP for Strategic Research – Salesforce

@petercoffee October 2014

Mobility: 1/5 of world owns a smartphone, 1/17 a tablet (15Dec’13)

Connectivity: 10B+ devices already generating data (8Aug’14)

“Cloud” Cuts Complexity;

Connection Creates Community

Mobility: 1/5 of world owns a smartphone, 1/17 a tablet (15Dec’13)

Connectivity: 10B+ devices already generating data (8Aug’14)

“Cloud” Cuts Complexity;

Connection Creates Community

Social Interaction:

757M people are on

Facebook daily (4Feb’14)

Citizens Past:

• Voters are the audience for a campaign

• Citizens are served by agencies with monopoly power

• Oversight is limited to inconvenient hearings and information requests

Citizens Present:

• Every individual interaction is effectively a press conference

• Agencies are held to profit-sector standards of customer experience

• There’s almost no such thing as a closed-door meeting

The public sector needs new organizations & processes

• Every employee/contractor/partner is a spokesperson

• Power to address issues must be pushed to edge of organization

• Collaborative response must be available on demand

Connected Citizens Rewrite the Rules

Old Taxpayers:

• Closed-books knowledge of details of programs and processes

• Community involvement based on gross and inaccurate data

• Few entities were effectively eligible to play

Connected Taxpayers:

• Enormously greater visibility

• Real-time information available to all

• Superior data trumps economy of scale

Excellence redefined:

• Domain-specific expertise

• Ability to analyze (and price) risks and results

• First-call responsiveness

Financial Programs in the Era of Citizen Control

Old Medicine:

• Current research and cost information accessible only to professionals

• Geographic monopolies of care providers and payment services

• Employer-paid group plans with coarse pooling of risk groups

Connected Medicine:

• Freedom to explore alternative therapies and providers

• Ever more individualized knowledge of health record and risk

• Given perfect knowledge, what is “insurance”?

Health Services differentiate with:

• Superior preventive and lifestyle counseling and assistance

• Pricing options reflecting broad range of customer preference

• Leading-edge adoption of informatics technologies reducing non-value-adding costs

Health Programs: Graying Societies & Patient-Managed Care

“A study commissioned by salesforce.com

suggests that 60% of British employees now

use apps on mobile devices for work-related

activity and nearly a quarter (21%) use

dedicated department-specific business

apps… Enterprise apps boost worker

productivity by more than 34%.”

Apps on Mobile Devices Become the Norm…

What Should Be in Your App?

Phone-Book World

• Citizen looks up your agency

Web World

• Citizen Googles for help

• If you don’t come up on first page, you don’t exist

• If network doesn’t validate you, you don’t get called

Connected World

• Citizen searches the app store

• Your app needs to solve problems…

…not just offer information

Connection’s Concerns are Real

“A lot of the web services allow unauthenticated or

unencrypted communication between the devices,

so we’re able to alter the info that gets fed into the

medical record … so you would get misdiagnosis

or get prescriptions wrong.”

“The physician is taught to rely on the information

in the medical records … [but] we could alter the

data that was feeding from these systems, due to

the vulnerabilities we found.”

Without Trust, Nothing Else Matters

If you think people are touchy

about their money, wait ’til you

know where they were parked

and who else was in the car,

with what kind of music playing

on the radio.

It’s essential to reduce

complexity and to narrow the

scope of privileges – rather

than compounding complexity

and enabling more superusers.

ISO 27001 Certification

SOC-1 (SSAE 16 – Audit Report)

SOC-2 (Trust Principles Report)

SOC-3 ‘SysTrust’ Audit Report

U.S. GSA ‘Authority to Operate’ (Moderate)

U.S. FedRAMP PaaS and SaaS (Moderate)

PCI DSS Compliance

JIPDC (Japan Privacy Seal)

TUV Certificate (German Data Protection)

TRUSTe

Safety Begins With Accountability Complying with Security and Government Regulations Worldwide Simplified

Clouds Must Respect Borders

“MAS has made important

changes that are positive

references to cloud services”

“The opening of a new UK-based data

center is planned for the fall, with France

and Germany to follow in 2015.”

Data Is Begging To Be Discovered

Yes, people are constantly connected…

…and billions of devices likewise…

…but there’s a

Estimote Beacons

and Stickers have an

ARM processor,

memory, Bluetooth,

and temperature and

motion sensors.

Smart devices in

range receive the

signals; compatible

installed apps can

then respond.

…that’s still widening

Less Stagnation. More Innovation.

Eurostar has rolled out Salesforce CRM to improve customer service for

passengers, replacing a number of applications…The high speed rail service

previously relied on up to 13 applications for call centre staff to deal with customer

complaints, during and after a call.

One of the main drivers…was the upgrade cycle for the software, which

could have resulted in customised features of the software being lost.

“There were no guarantees that the customisations would live through the

upgrade.”

Another is the ability to make changes to the system once it is live. “With

Salesforce, from the idea until it was done, took less than two days. There is

no way you can do that with other systems, because they are not designed to

do that – Salesforce is a cloud system and it is able to be extended.”

By Matthew Finnegan | Computerworld UK |

Published 10:29, 27 May 14

Trusted. Results. Today.

Legacy IT approach “was overloading the

project with software, overcomplicating the

site with CPU and memory taxing

applications. Servers were constantly

needing to be restarted… Any replacement

for the current software will need to be

vastly more simple.”

"Salesforce has been an incredible tool for

us... We purchased on June 1st, and within

8 hours we actually had published an iPad

application... In about a month, we have

something we can use as a platform that

can evolve with us... rapidly deployable,

works on different devices, highly

configurable..."

Opportunity > Threat

Communities turn occasional

voters into engaged citizens

Collaboration engages

original thinkers

Connected devices

replace guesswork with data-driven insights

Thank you Peter Coffee

VP for Strategic Research pcoffee@salesforce.com

@petercoffee

in/petercoffee

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