Welcome to the Government Success Platform
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The document discusses how the Government Success Platform can help government agencies connect with citizens in new ways through cloud-based technologies. It provides an overview of the platform's key capabilities such as relationship management, service and case management, community engagement, analytics and reporting, and custom application development. Implementing the platform allows agencies to eliminate up to 80% of IT lifecycle costs and focus resources on innovation. The presentation cites examples of how the platform has supported digital transformations at various government organizations over the past 10 years.
Welcome to the Government Success Platform
- 1. Welcome to the Government Success Platform Connect To Citizens InAWhole New Way Paul Tatum Vice President, Solution Engineering Public Sector
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- 3. Agenda 1 Industry Perspective 2 Democratization of Technology 3 The Government Success Platform 4 Next Steps
- 4. paradigm shift a radical change in underlying belief or theory
- 5. Traditional “Customers” Connected “Customers” • Wait on hold and think it’s ok • Fill out a paper form • Expect to conform • Expect information silos • Comply with M-F, 8-5 hours • Complain to you directly • Do not expect to be heard • Expect to be a number • Won’t even call • Will not touch a pen • Want a custom experience • Assume 24x7, Self-service • Complain to the world • Expect to be heard • Expect to be remembered • Expect mobility Few Expectations Huge Expectations
- 6. Cisco Nexus 5000 7 Versions 10 Patches 9 Options
- 7. Today’s IT Reality Cost | Time | Risk | Resource | Maintenance 315 Combinations472,500 Combinations23,625,000 Combinations9,797,760,000,000 Combinations117,573,120,000,000,000,000,000 Combinations14 Quintillion Combinations35 Sextillion Combinations Is Simply Unsustainable TOTAL OPTIONS PATCHES VERSIONS PRODUCT LAYER 250 5 10 5 Oracle DB Database 1200 5 10 24 RedHat OS 1200 10 5 24 vSphere Virtual 41472 9 72 64 Proliant BL Server 500 10 5 10 NAS3200 Storage 1500 100 3 5 EMC VNX Storage 315 9 5 7 Nex 5000 Network 10000 10 200 5 Websphere Middleware 288 2 12 12 Endpoint Security 60 3 10 2 Java Developer 35 Septillion Combinations1 Octillion Combinations6 Nonillion Combinations (6x1030) Relationship Mgmt Service CaseMgmt Outreach Listening Community Analytics Apps Salesforce Government Cloud
- 8. Relationship Mgmt Service CaseMgmt Outreach Listening Community Analytics Apps Mobility Regression & Capability Testing Security & Compliance End to End Integration Patching & Maintenance Scalability & Performance Tuning Innovation Updates Storage Network Servers Operating System Database Developer Environment Middleware Salesforce Government Cloud Eliminating up to 80% of your IT Lifecycle Cost Allowing I.T. to Focus on Innovation
- 9. The Government Success Platform PaaS Government Success Platform Services Shared Cloud Database Shared Workflow Shared Reporting Shared Collaboration Shared IdentityShared APIs Trusted Security Always on Availability Performance at Scale Application Innovation Multitenant Infrastructure SaaS AnalyticsCommunityOutreachService & Case Management Relationship Management Apps
- 10. Relationship Management Relationship Connected Revolution Travel & Tourism Conventions Visitors Bureaus Grants Management Arts & Community Grant Projects Manage Grant Distribution Economic Development Trade Missions Port Authority Regional Job Creation Transportation ePass Tolls eTicketing Loyalty Ptograms Ad Sales Management
- 11. Citizen Service & Case Management Service & Service Revolution Citizen Self-Service Online Screening Online Eligibility Online Case Access Contact Center 311 Citizen Engagement Central Intake Hotline Health Ins. Exchange Licensing & Permitting Construction Restaurants Fish & Game DMV Case Management Health & Human Services Child Support Enforcement Veterans’Affairs Justice & Public Safety Case Management
- 12. Community & Stakeholder Experience Community Community Revolution Local Communities Volunteerism Match Interests w Volunteers Active Community Involvement Health & Human Services Provider Community Business Partners Program Participants Federal Agencies Business Partners Community Stakeholders Legislators Personalized Experiences Public Health Community Health Wellness Promotion Communicable Diseases & Outbreaks
- 13. State, Local & Federal Reporting Analytics Data Revolution Mobile Reporting Salesforce Analytics Mobile App Mobile Lenses Mobile Dashboards Transactional Reporting Pre-Built Transactional Reports Pre-Built Objects Custom Objects Dashboards Analytical Reporting Enterprise Reporting Platform Any Data Any Source Social Enabled Federated Data & Large Data Sets Search-Based Queries Collaboration Services Wave Technology
- 14. Citizen Engagement & Outreach Apps Connected Apps Connected Products Connected Spaces Content Asset Management Workflow & Approvals Versioning Channels Email SMS/MMS Push Notifications Social Advertising Web Experiences Journeys Maps Interactions Metrics Analytics Reporting Dashboards Web & Mobile Analytics Contacts Contact Management Segmentation Tools Events and Triggers Predictive Intelligence Outreach & Engagement Revolution Social Listening
- 15. Build Enterprise Apps Faster Apps App Revolution Knowledge Base FAQ’s Solutions Articles Ideas Inspections Bridges & Equipment Restaurants Health Facilities Parks & Rec Public Housing Investigations Child Welfare (SACWIS) Adult Protective Services Criminal Complaints & Grievances Surveys Citizen Satisfaction Program Participation Service Delivery
- 16. 10 Years of Government Adoption and Success 23 of 23 CFO Act Federal Agencies 45 Out of 50 States 2005 2014 2007 2008 2009 2011 2012 2013 2010 2006 2015
- 17. USDA Operational System for Customer Access and Requests (OSCAR) • Had multiple out of date, non-integrated systems and needed to improve processes and customer service • Deployed OSCAR on the Salesforce1 Platform to manage various services across multiple USDA facilities • Enables Master Data Management, Information Sharing, Reporting and Dashboards – Cloud based System – OMB’s Cloud first policy and USDA Secretary’s Streamlining Efforts – Mobile Optimized – Application can be accessed with an intuitive, mobile-optimized interface – Facilities Management – Consolidated view of all rooms and data about the occupancy of those rooms – Information Management – 360 degree view shows all interactions with each USDA Agency, all agreements and services provided -- from parking permits to work orders to asset management Use Case: Cloud App Development
- 18. State Department’s Mobile App Helps Stop the Spread of Illegal Arms • Nonproliferation & Disarmament Fund manages worldwide disarmament missions & nonproliferation projects • iPad app built on the Salesforce1 Platform gives secure mobile access to finance, contract & project data • Users track, monitor & update progress of weapons disarmament missions from anywhere in the world • Leveraged Salesforce1 Mobile SDK to customize UX/UI & integrate with iOS • App developed & deployed in just 7 months Use Case: Cloud App Development
- 19. GSA Leads the Way in Government Cloud App Innovation • Adopted Salesforce1 Platform for app development, integration & collaboration • Consolidated 1700 legacy systems into 15 cloud, mobile-enabled apps – 75% faster development per app – 92% reduction in TCO per app – 26 apps deployed in just 6 months • GSA’s NCSC contact center provides multi-channel support to other agencies “We’ve built over 100 apps with Salesforce to help government be more agile.” Sonny Hashmi, Acting Chief Information Officer, GSA
- 20. Customer Relationship Mgmt TADA0001401451 Dept of Comm ✓ Meet Cloud First Policy ✓ FedRamp Certified ✓ Case Management ✓ Campaign Management ✓ Workflow ✓ Client Management ✓ Document Management ✓ Email Management ✓ Marketing Management ✓ Reporting/Metrics ✓ Social Media ✓ Performance Tracking
- 21. Inspections Permitting Call-Center Citizen Services Real-time Reporting Mobility Collaboration Legacy IT Integration Enrollment Application Processing Outreach Eligibility Asset Tracking Mobile Access Custom Applications Multi-Channel Connections Case Management Reporting Service Desk Workflow & Approvals Security Case Escalation Application Modernization Cloud First Improved TCO Agile Applications 360o Customer Care Collaboration Tasking Referrals Healthcare Exchange Self-Serve Business Services Social Listening Unify Silo Systems Case Resolution
- 22. Your Paradigm Shift Checklist • Operational – Cloud – FedRAMP – Compliance – Standards – Secure – Scalable – Tested – Availability – Seamless updates • Customers – How Many – References – Voice – Sentiment – Proven Results • Functional – Ease of Use – Configure – Customize – Multi-channel – Fully Integrated – Legacy Integration – Social Built-In – Collaboration – Exit strategy – Mobile • Ecosystem – Developers – Platform – Toolset – APIs – ISVs – App Exchange – Certification – Training – Publications – Conference – Community Help • Corporate – Leadership – Reputation – Customer Success – Financials – Culture – Global – Transparency – Innovation – Analyst
- 23. Salesforce Paradigm Shift Scorecard • Operational ü Cloud ü FedRAMP ü Compliance ü Standards ü Secure ü Scalable ü Tested ü Availability ü Seamless updates • Customers ü How Many ü References ü Voice ü Sentiment ü Proven Results • Functional ü Ease of Use ü Configure ü Customize ü Multi-channel ü Fully Integrated ü Legacy Integration ü Social Built-In ü Collaboration ü Exit strategy ü Mobile • Ecosystem ü Developers ü Platform ü Toolset ü APIs ü ISVs ü App Exchange ü Certification ü Training ü Publications ü Conference ü Community Help • Corporate ü Leadership ü Reputation ü Customer Success ü Financials ü Culture ü Global ü Transparency ü Innovation ü Analyst
- 24. 1 2 34 5 Citizen Engagement • Next Gen 311 • Public Housing Mgmt • Economic Equality Programs Connected Government • Case Mgmt • Economic Development • Disaster Management Communities • Citizen Liaisons • Citizen Self-Service • Employee Collaboration Business Analytics • HQ Dashboard • Healthcare • Crisis Fusion Center Fast App Development • Workforce Readiness • Licensing & Permitting • Revenue Management 2 34 5 1 Next Steps Accelerating Your Success